posted on September 10, 2002 07:12:03 AM
Post sales is sending dunning emails to accounts that are paid and have zero balance. For awhile I've been aware that if an account is not in balance, does not have a zero balance they get a payment reminder, if they overpaid by .01 and have a plus balance they get a remimder. Now accounts that are at Zero are getting reminders. I only become aware of this when they complain as I do not get duplicates of these messages only WBN's. I am disabling autosend immediately as it does not filter satisfactorily.
[ edited by davebraun on Sep 10, 2002 07:13 AM ]
posted on September 10, 2002 09:20:10 AM
I have disabled the automatic send feature now. It was sending to customers that overpaid ie. had a balnce of -.01 for instance or had underpaid by a penny or two even if I had printed,shipped,notified,sent feedback it still would send a notice. I could zero the balance by issueing a credit but that would put my books out of balance with my banking which isn't a big deal but it creates a small difference. But then it began sending reminders to accounts that have zero balance (owe nothing) so I turned it off. It's too bad as it is a usefull feature but does not allow adaquate filtering it really needs a series of "if" "then" parameters to be specified, it would be more usefull if it put items into a cue for approval or cancellation but as it is it potentially creates more bad will than I wish to deal with. I know it is imposible to be all things for all situations but dunning paid accounts just doesn't cut it.
Here is a typical email from a customer:
Hi Dave, and thanks for the notes of this morning advising me (in error
I hope) that I am late with a payment to you. The beads you referenced
in your (2) emails deep blue 5mm, and 6mm round turquoise arrived some
time ago, and are quite lovely.
This was my reply:
Sorry for the dunning emails. I was just cutting a memo to my Auction Management Service, Auction Watch regarding this issue. My management program has started sending emails on it's own to paid accounts that have been shipped. I have turned the system off and am addressing the issue with them currently,
Please pardon the intrusion,
Dave
I'm not sure how many of my customers I've managed to iritate with this feature. As I have good communication with my customer baseI'll find out I'm sure and will be passing along this imformation.
The email was sent to ORDER 541062123 there was a zero balance, the checklist was checked off from 1 thru 7 yet a payment reminder was sent. Why?
{edited by davebraun who is not amused by this at all}
[ edited by davebraun on Sep 10, 2002 09:36 AM ]
posted on September 12, 2002 09:50:49 PM
I have not heard anything from you. Not only has this problem not been addressed but WBN reminders are now being sent to auctions which have been filled out and completed.
posted on September 13, 2002 07:01:24 AM
I too am having the same problem and am thankful that my customers are not livid. Will also have to turn off that auto feature
posted on September 15, 2002 10:29:30 AM
Me too!!! And Chistoperh and Sonya, the appropriate keys are checked off. It is very disturbing that a critical flaw in your system is going unattended. Please tell us what we should do. I suggest that we should turn off the option until this is resolve. By the way, I applaude AW for some of its new features as I feel overdue payments are dwindling. But I cannot allow an automated system with flaws to upset my customers. Please escalate this to the next level.
Thanks, Steve
posted on September 15, 2002 10:40:18 AM
I was contemplating turning the feature back on as I had heard nothing regarding a fix and thought erroneosly that it may have been addressed but see now that it has not been.
posted on September 17, 2002 05:30:32 AM
Yikes! This is not good. I'm using both features so that I have less tracking to do. I've always left credit balances as they are; I frequently have $.01 credit balances from bidders.
posted on September 17, 2002 09:14:04 AM
I have shut the feature off as I do not believe it has been addressed. I noticed another thread starting on this same problem from another user.
