jwolthuis - 3:09 pm on Feb 6, 2013 (gmt 0)
We sell widgets online, and do not state a specific delivery timeframe for an order. We have always followed the FTC "30-Day" Rule, and all orders are shipped and received within 30 days. (The vast majority of orders ship within 24-48 hours, but in all cases, they ship within 30 days).
Our online product catalog is vast, and we stock a 1-month supply of every widget that we sell (12 turns of inventory per year). However, some items sell so infrequently, our "1-month supply" is Zero (a non-stock item). It's not that the items are "special" in any sense; they just don't sell very frequently, and to have one on the shelf gathering dust makes no business sense.
So we requisition these non-stock Widgets from the manufacturer as they are ordered... a process that might take 3 days at most. We don't announce this on the website; in fact, there's no guarantee of shipping timeframe anywhere on our site. We simply follow the FTC 30-Day Rule.
We are generally very accepting of cancellation requests. So when a customer demands to cancel an order after 2 days, because we haven't shipped it yet (what I call the "Amazon Prime effect"), we generally cancel the payment authorization and close the order.
When we started selling online 10 years ago, customers generally expected delivery within a week, so shipment within a few days was fine, as long as they received it 7 days after placing the order.
In the past year or two, we've noticed that this expectation is no longer the norm. An order placed on Monday better be received by Friday at the latest, or else!
I read this thread with interest: [webmasterworld.com ], and I'd like to ask a similar (but quite different) question:
If a shopper places an order online at our store, what "right of cancellation" do they have, given to them by Visa or PayPal?
I'm not asking about our "Terms of Service" on the website (customers generally don't read fine print before they order), but the specific rights ordained to them by their payment method.
Is it reasonable to deny a "cancellation demand" on Thursday for an order placed on Monday? Do shoppers using Visa-cards have a "right of cancellation"?
Please understand, I'm not asking about "store policy", but specific rights they have from Visa or PayPal.