Ok I have a question
We vendors use the 2checkout service to help us process online payments and orders made by our customers.
Here I think lies the problem. In many correspondences I have had they say ”Our customer” regarding orders. I believe that have this completely wrong! WE are their customers. The people placing orders via our site are OUR customers and we should be allowed to deal with them directly. Here is an example of a screw up by 2checkout staff.
One of the 2checkout reps doing emails got this
Details: Sale Number: 3793216620
Our customer has sent us an on-line correspondence, regarding this issue:” to whom it may concern:
i recently joined blackandwhitesingles.com….after a few days i decided to upgrade.after giving my credit card info the system said i had entered the wrong address.i immediately corrected that and never was upgraded.so i deleted my user name and password from the system…a couple of days later i was emailed a receipt charging my card ,yet i cant get into the system to use it and never was upgraded when i did try to use it.now i am wanting my money back or access to the sight.
my 2co.com receipt number is:3793216620
the merchant order id is AR-7339650-y
Ok….now there is one major thing wrong with this email. We aren’t www.blackandwhitesingles.com we are www.afroromance.com So I contacted the customer and sent a query regarding which site he was referring to and I got this back
”oh my gosh.i have contacted the wrong site.please forgive me.i was referring to blackandwhitesingles.com.that is the site that charged my card and never upgraded my account.I am very happy with afroromance.com.i dont know for sure what to do now….help”
BUT guess what! 2checkout staff cancelled the recurring billing on OUR subscription! Now, I know the customer quoted our order number but he didn’t say the correct site name and within 5 minutes I had sorted him out and helped him get in contact with the correct site. Now I don’t expect 2checkout staff to email MY customer to get clarification but I DO expect 2checkout staff to leave the order alone until I have sorted it out and let ME deal with MY customer. Now I can’t reverse the cancellation and neither can the customer until this recurring order cancelled. So he now has the inconvenience of having to have to resubscribe when the time comes.
Also why don’t 2checkout log customer complaints as issues anymore? (they used to be highlighted in red when you logged in)
Why don’t 2checkout have an escalation process ie I should have access to a supervisor regarding this issue as I believe the employee acted hastily and this has cost both us AND 2checkout future revenue from this customer.
I may be the vendor but what 2checkout fail to realise is that I am it’s customer NOT the people who use them as a conduit on our website in order to get MY products.