posted on October 30, 2002 08:54:54 PM new
I have a customer that wishes to change the quantities of some of the items in their cart. They have already confirmed the sale or at least clicked the confirm button and have now changed their mind. Before the store was fee based I would have split the order, archived the unwanted item(s) and add the new items. Now were I to follow that approach I would pay fees based on tsales that did not occur. This is not a hypothetical situation, I am dealing with this in real time. What is the solution? Item "A" is in the cart with a quantity of 2, my customer only wants one. Item "B" is in the cart with a quantity of 1, my customer wants 2. They are comingled with a few auctions. How do I do it without paying excess fees?
**I just went to the web site to pay for my auction item and also to add two other things to the order. It did not allow me to edit my order when I noticed a mistake—it confirmed my order instead.
**The order is wrong. I want (1) more 16” strand of turquoise stars (item#:
545643519) and (2) strands of turquoise nuggets (item#: 545154622), instead of the other way around for quantities.
**I am so sorry about this and haven’t a clue why the “Edit Order” button checked me out all the way. Please let me know what my total is with shipping so that I can pay you with PayPal?? Thanks!!
I am not sure this can be done without creating either a second order, or cancelling the current one, starting a new one with the correct quantities, and applying for a refund on the errored order. Let me check into this so that I can let you know for sure.
posted on October 31, 2002 08:54:43 AM new
I split the order and created a new order salvaging as many items as I could. 2 items were more or less disgarded but remain in post sale and I have been charged fees for their sale which has not occured. I have customers wishing to adjust orders frequently so I do not anticipate that this will be an isolated occurence nor dave specific. I also have a number of shopping carts abandoned with items in them (statistically this is common in ecommerce)how will the fees on these be handled?
Thanks,
Dave
posted on October 31, 2002 09:00:08 AM new
Hi Dave,
I still need to check on this for you but I would recommend applying for a refund on those abandoned orders. I will let you know what I find out, as soon as I get some information.
posted on October 31, 2002 10:59:13 AM new
Hi Dave,
The abandoned shopping carts you will not get charged for. You get charged when an order gets confirmed. For the item you were mentioning earlier -- quantities unfortunately cannot be edited. If you have an item where the customer wanted 2 instead of 1, you would have to create a new listing for that same item in your store, then you or the customer goes through the purchase of that item (purchasing only 1) and then you would combine that with the other one into an order. For the one where the customer bought 2 instead of 1, just have the customer pay for one and then do a non paying bidder refund request for the other one, citing in the refund reference box that the customer wanted 1 of the item instead of 2.
Let me know if you have any more questions about this.
posted on November 2, 2002 05:49:20 PM new
What I refer to as an abandoned cart is a cart that has had the confirm button pushed where the buyer either emails to say forget about it or more usually is never heard from again.
