The audacity of some customers!!

[pinkypie]

I ordered something for a customer - came in, the card was declined and I never heard anything from him about it. So a week or so later, I stuck it on my site at cost price as I just cannot afford to have loads of full price stuff hanging around that people have changed their mind on, I have got so many things for sale the chances of it selling again at full price are very minimal so cost means I've got rid of it.

This morning an order comes through, thought 'great,that was quick, I've sold it'. And then it dawns on me to check the name... you guessed it, it is the customer who had his card declined the first time has come back and bought it at 'offer price'.

Now I was tempted to write to said customer and tell him what I thought of him but my husband said I was best to just tell him the card was declined again and take the item off sale for a month or so.

I am furious to be honest!! I am tempted to block him his IP but then figured he'd get someone else to get it or he would just use another IP adress.

I might as well just buy anything and sell it at cost - who needs to make a living anyway!

Rant over!!

[Gillf]

Hi,

He sounds like the sort of customer you don't really want. I am with your husband - take it off sale and decline the sale. I am not sure if you should say his card is declined again, because he might check and find it is ok. I'd be quite up front and say to him the only reason it was on sale was because it had been bought for him and if he wants it he will have to pay full price.

I know things are tough at the moment, but I am against putting loads of things on sale.... it gives you no riggle room. Targetted discounts work better because someone might buy the discounted item and then be tempted to buy something else at full price.

Hope things pick up for you.

Gill
Luxury Lingerie Online (http://www.ever-so-sexy.com)

[powertoolworld]

Hi Guys

I think the answer is to take the money up front. We used to wait till the goods were ready for despatch but we got left with loads of stock that would not sell.

I know that this has been discussed elsewhere but with the current financial climate we all need to watch the pennies.

Take payment up front that stops this problem, all the big stores do it! Why should us small guys be different!

[mikeyred]

agreed..... we take all money on ordering, with the exception of our trade customers but they still give card details on ordering with payment deferred until I receive the recorded delivery confirmation, then the money is released and with the profits I'm off to the Bahamas...... well alright... Bournemouth on the bus but at least its in my pocket...... now a couple more weeks & I will have enough to catch the number 3...

[pinkypie]

Hi everyone, I started typing a reply yesterday and it got wiped out. I am just doing the email now but am working out how to word it. I had to get it off my chest really but I think that I must start taking the money up front. I've started doing it for the bigger orders so maybe it is time to get it done and stop thinking about it. If I take the money manually before ordering the goods for the customer rather than it being an automatic thing I have room t stop the order should there be a mistake. If that makes sense.

I guess tonight is the night. I'll be taking the money first. Ooer. I've a lot of money o charge tonight then. Barbados was it...... LOL!!

[pinkypie]

Email sent - I got a swift reply this time though, nothing after the last one. Hmmmm.....

For less than a tenner, this is a sure fire way to lose customers!!!! Why
do you think I went back online to reorder? Because you sent me an email.
Why did I reorder? Because I wanted the item. Imagine my good fortune to
discover that the item was reduced in price. If your systems are unable to
take my money and then you have the temerity to say that you are only
prepared to sell the item to me at full price and not at the advertised
discounted price, I am forced to take my business elsewhere. If you would
like to sell me the item at the discounted price, let me know by email. If
you want to lose me as a customer forever, offer it only at full price. You
choose...

I made my choice. All the orders I had this weekend have been charged and I'll order tomorrow. I am not going to lose any sleep but I annoyed that there are people who have the audacity to behave like this to small businesses.

Night everyone. x

[Dave]

I know its very difficult not to take things personally but remember this guy is only customer amongst potentially millions of customers and is certainly not worth loosing sleep over.

We also take all monies up front and if we get any availabilty problems we keep our customers informed and refund the payment if and when it becomes an issue.

[pinkypie]

I know Dave, thanks for putting it into perspective.

I replied to this email and amongst other things I said he was welcome to buy it at a discount if he paid for his initial order first, and then I asked what he was getting at by saying 'I would lose him as a customer forever' when he had only ever bought one item and for that his card was declined.......

I've not had an answer yet. LOL.

Happy days!! I have learned a lesson though and will now charge before the goods are ordered.

[Dave]

I know Dave, thanks for putting it into perspective.

I replied to this email and amongst other things I said he was welcome to buy it at a discount if he paid for his initial order first, and then I asked what he was getting at by saying 'I would lose him as a customer forever' when he had only ever bought one item and for that his card was declined.......

I've not had an answer yet. LOL.

Happy days!! I have learned a lesson though and will now charge before the goods are ordered.

That's the spirit, onwards and upwards!

Lets hope we all have a cracking May both in terms of orders and the weather :)

[pinkypie]

Absolutely!! I am on the sofa with a chesty cold at the moment and so I think little thing like this nark you more when you are feeling under the weather.

[pinkypie]

Well....

In a bizarre turn of events the customer emailed to say I should have mailed saying the card has been refused (I did) and that it was a special order item I had ordered in just for him and he would have called me to pay (and that I had upset both him and me for not doing so :rolleyes:).

I explained that I did not harass for payment and that I got many declined orders each week and people never come back to 'buy' again. But..... he asked where he could get it full price and has now ordered the item at full price and the payment went through.

:confused: :confused: :confused: :confused:

I feel a 'funny' week is looming.....!

[Robin]

In my physical shop people come in and order special bits and pieces for pools and hot tubs. I get them to pay there and then, I call them when the item comes in and they collect it. I used to worry about asking for the money at the time but after holding onto goods for ages or being stuck with them no more.
Only exception is if customer is regular client. Although I have just ordered in a £450.00 control panel from Belgium without taking money up front, ooops !