jwolthuis - 11:41 pm on Feb 6, 2013 (gmt 0)
Thanks for the great feedback.
I agree about setting customers expectations, and we've experimented with showing delivery expectations on the website.
Small sites have a tough challenge, because while we can offer to ship in-stock widgets, "Within 24 hours", some customers expect that same commitment regardless of the order size. We cannot stock a hundred units of every type of widget, so any single large order can break that commitment. And I'm not really interested in displaying our inventory levels online.
Regarding chargebacks, we agree that customers often tell us one story, then leave out those important details with the chargeback request. Lying by omission.
But we don't consider the credit card company to be the final arbitrator for anything, and haven't hesitated in using the suggestion of small claims action to recover our property after a chargeback has been granted.