Forum Moderators: buckworks
I've had this happen quite a few times in the last month. Someone orders from us using paypal and they have an AOL email. We email them back same day (often within an hour) to tell them their product has shipped. Then a few days later we get an email from them saying they haven't heard anything from us and they plan to cancel their order if we don't respond immediately. Meanwhile, their package is almost arrived.
Occasionally it happens with other email, but it mostly seems to be AOL. Most of our email to AOL goes through, so I don't think our server is blacklisted or anything, it just depends on the users settings or?
How to handle it- a note on the thank you page? But will they read it? Any suggestions would be appreciated. Thanks,
Matt
We have also had a lot of trouble lately with AOL email. I think it might have something to do with AOL's virus checker. If i understand correctly, AOL screens all emails before allowing them into the AOL customers In-Box. I think their checker program has been working a little "TOO WELL" lately.
My biggest problem with customers not getting emails is HOTMAIL. I just hate Hotmail. We send large file attachments to our customers, and they often won't arrive to our Hotmail customers. Hotmail imposes monthly quotas on their free accounts (2mb i think). Often times, our emails won't get through, and the customer thinks that we haven't sent it. They start ranting and raving about the Better Business Bureau, they call us nasty names, etc. etc.
They are always really appologetic when they realize that it wasn't our fault. Often times i have to give them a phone call because they can't get any of our emails when they are over their quota. It's very frustrating.
I also always amazes me how nice people are on the phone, after they have called you every dirty name in the book via email. People love to be rude when they can HIDE behind an email. I could get into a whole new topic on this, but I guess, i've rambled on long enough. Good luck.
