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The Water Cooler
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Bad customer services - What should I do?
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<blockquote data-quote="vvvvvvv" data-source="post: 2292309" data-attributes="member: 5151"><p>If a site doesn't have a local pickup option, I mostly agree. I say mostly because I'm the type of customer that is highly unlikely to call and will just move on to some place else. Part of that is because I hate phones. The other part is I know how few small businesses have their in-store inventory in sync with their online inventory.</p><p></p><p>The e-commerce sites that I build that have a local pickup option only do an authorization hold on a credit card when the order is placed, and then the business triggers the capture at the time of shipping or pickup (which also helps when it turns out one of the products in the order turned out to be unavailable since the capture can be less than the hold). Technically, the business could cancel the online authorization and then do a card-present swipe in-store, but most don't because the online fees are often lower and it can cause problems for the customer while that initial authorization is still in effect (especially with debit cards where most banks don't honor a merchant's request to void the hold). To me, that's a win-win because the buyer can reasonably be sure that the item will be held because the seller can hold the item with limited risk because the transaction has already been authorized.</p><p></p><p>Still, the fault for the item being shipped to the wrong location lies with the buyer for not confirming the autofill address. And with most carriers, the destination can be changed any time before delivery (some by the buyer, most by the seller). Of course, the seller's choice of words about the mistake weren't that great either... But there's nothing here that would keep me from wanting to do business with the seller in question.</p></blockquote><p></p>
[QUOTE="vvvvvvv, post: 2292309, member: 5151"] If a site doesn't have a local pickup option, I mostly agree. I say mostly because I'm the type of customer that is highly unlikely to call and will just move on to some place else. Part of that is because I hate phones. The other part is I know how few small businesses have their in-store inventory in sync with their online inventory. The e-commerce sites that I build that have a local pickup option only do an authorization hold on a credit card when the order is placed, and then the business triggers the capture at the time of shipping or pickup (which also helps when it turns out one of the products in the order turned out to be unavailable since the capture can be less than the hold). Technically, the business could cancel the online authorization and then do a card-present swipe in-store, but most don't because the online fees are often lower and it can cause problems for the customer while that initial authorization is still in effect (especially with debit cards where most banks don't honor a merchant's request to void the hold). To me, that's a win-win because the buyer can reasonably be sure that the item will be held because the seller can hold the item with limited risk because the transaction has already been authorized. Still, the fault for the item being shipped to the wrong location lies with the buyer for not confirming the autofill address. And with most carriers, the destination can be changed any time before delivery (some by the buyer, most by the seller). Of course, the seller's choice of words about the mistake weren't that great either... But there's nothing here that would keep me from wanting to do business with the seller in question. [/QUOTE]
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