rnaudit1
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posted on August 25, 2002 05:09:59 PM new
Hello,
I am having a terrible time with the correct shiping information getting to my customers. I have been getting e-mails that they cannot enter the shipping costs when they visit the checkout.
I am also unable to enter the shipping costs for some of my closed auctions so the shipping costs are coming out as $0 on the invoices and packing slips.
I do use a shipping calculator in my ads and I do enter the weight on the ad creation page along with the "Buyer Pays Actual Shipping."
What am I doing wrong? This has caused me to have to send and answer a lot of additional e-mails and it is frustrating.
Any help is greatly appreciated.
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DianaAW
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posted on August 25, 2002 11:21:08 PM new
Hello maudit1,
It appears your preferences are set up correctly, so can you let us know which specific item(s) were affected, so that we can take a look?
Thanks,
Diana
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rnaudit1
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posted on August 26, 2002 09:21:43 PM new
Hello Diana,
This has happened with all but one of my recently closed items.
Hope you can help,
Judy
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SonyaCS
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posted on August 27, 2002 08:44:32 AM new
Hello,
Customers cannot enter the shipping cost during the PSM process. I see you are using USPS calculated so basically when they enter in their zip code, the shipping will be automatically calculated based on both your zip codes. I checked a few of your closed auctions and they look okay. I did not see any coming out as shipping $0.00 so if you could provide me with one ID number that would be great.
Regards,
Sonya
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rnaudit1
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posted on August 27, 2002 10:21:55 AM new
Here are a couple, Hope this helps. Judy
1556580187
1555871924
1554769472
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SonyaCS
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posted on August 27, 2002 10:26:09 AM new
Hello,
Thank you for providing me with examples. I checked and the reason it is printing out with $0.00 is because a credit has been entered, thus totaling out the amount to zero. Are you entering in the credits when you are paid for the item? You do not have to enter them in, step 2 of PSM will indicate that the winner has filled out the WBN and you are being paid for the item.
Regards,
Sonya
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rnaudit1
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posted on August 27, 2002 10:27:01 AM new
Here is an example of the messages I am getting from the customers:
"Hi, for some reason I wasn't able to enter the shipping cost in your little box. But it was under $3 for media rate which is what I'll add to the book fee when I pay through Paypal, ok?"
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rnaudit1
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posted on August 27, 2002 01:00:24 PM new
Hi Sonya,
No, I am not entering anything at all..
Judy
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SonyaCS
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posted on August 27, 2002 02:25:11 PM new
Hi Judy,
Do you do anything at all after you find out you've been paid for the item? Credits can only be entered by the seller so I'm trying to figure out what has happened here. Were these items previously in an order?
Regards,
Sonya
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rnaudit1
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posted on August 27, 2002 04:15:18 PM new
Hi Sonya,
No, I do not do anything at all except copy the buyer's name and address to my Dymo label program and print out the packing slip.
Thanks for looking inot this for me. Judy
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rnaudit1
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posted on August 27, 2002 04:21:51 PM new
Sonya,
Please check the 2 items that are currently waiting for shipment. Neither of these has the shipping charges on them and both buyers said they could not enter the rates,
Judy
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SonyaCS
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posted on August 27, 2002 04:31:07 PM new
Hi Judy,
Is #2132580108 one of them? If so -- the shipping already has been calculated for them (with the automatic calculator for USPS priority calculated).
Regards,
Sonya
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rnaudit1
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posted on August 27, 2002 07:19:39 PM new
Hello again,
The 2 most recent sales are OK. The following are copies of the final invoices of the auctions I was referring to. As you can see, there are no shipping charges included. I could have added more but I think this shows what I am talking about. I do not know how the shipping charges got on the last 2 but I have done nothing differently. Maybe it has been corrected now. I just want to be sure that it is corrected before I launch any more ads. What does the "Credit Total" mean? and how did it get into the invoices?
Many thanks again, Judy
1556580187
Closing Price $9.99
Insurance $1.30
Credits Total -$11.29
1555873718
Closing Price $16.50
Insurance $1.30
Credits Total -$17.80
1555871924
Closing Price $9.99
Credits Total -$9.99
1554769472
Closing Price $4.99
Credits Total -$4.99
2128155233
Closing Price $6.52
Credits Total -$6.52
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SonyaCS
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posted on August 28, 2002 08:32:40 AM new
Hi Maudit,
The "credit total" is something that can be added by the seller. That is why I asked you previously if you had entered anything at all in the "Apply Payments/Credits" section of the fulfillment checklist at any time.
Regards,
Sonya
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rnaudit1
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posted on August 30, 2002 02:52:49 PM new
OK, here we go again...All I did was mark this paid when I received the payment and now I get the Credit Thing again on the invoice. Here is the item#: 2132580108 I have been with AW a long time and this has only just started happening. What do you think is causing this? I am not doing anything differently that I always have. When the payment comes in, I check it paid and print out the packing slip. That is it - I am doing nothing more than this..
Please let me know what you think, Judy
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SonyaCS
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posted on August 30, 2002 03:23:32 PM new
Hi Judy,
So when you mark it paid you are checking off step 3, correct? I know this might be redundant but exactly what are the steps you take from sending the WBN (I just need to know what you are clicking/checking/etc). I have not seen this happen in any other accounts.
Regards,
Sonya
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rnaudit1
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posted on August 30, 2002 09:19:20 PM new
When I receive a payment I check on the "Paid" icon to move it to the "Waiting To Be Shipped" area. Then I check "View Response" and print the packing slip and copy and the name, address etc. into my Dymo Label Writer program. When the item has been shipped I click on the "Item Has Been Shipped" icon and send the shipment notification. I don't think it is caused by something that I am clicking because many of my customers have e-mailed me to say that they could not enter any shipping information at all. For example, one wanted a book sent by Priority and not Media and she could not change it at my checkout so she had to e-mail me about it.
This is exactly how I have always done this. Am I doing something wrong? Has perhaps adding the shipping calculator and some other html about shipping to my ads possibly done something to cause this to happen?
I really need to figure this out quickly. I have a lot of ads waiting for this to be resolved before I will launch them.
Heeeeeeelp, Judy
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rnaudit1
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posted on September 1, 2002 11:38:02 PM new
OK, here is another one!!! I just received an e-mail from a buyer who was really ticked off because he said the shipping charges he was quoted at the checkout were $3.00 more than the calculator in my ad. The correct charge should be $3.85, just like the calculator reads and he said the AW checkout said $6.85. He thinks I am trying to rip him off on shipping.
Can someone please help me? This is a nightmare.
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DianaAW
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posted on September 2, 2002 02:00:08 PM new
Hello Judy,
I have checked the auctions you mentioned above, and it appears that the credit is the payment made by the seller - are you using Mailstep with PayPal? If so, when your buyer submits his/her payment through PayPal using our WBN form, the credit will be automatically applied by our system (you do not have to manually apply these payments.)
Note also that because of the way the PayPal form works, the total that is submitted to them will reflect the sale price of the item plus the shipping charges (insurance costs will be separate.)
We will continue to look into what might be happening here, can you tell us what the auction number is for the item in your last post?
Thanks,
Diana
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