Customer says the never recieved order

[prncfarquad]

I have tried to contact smugmug tech support and have had no response.

Here is the story. customer said they bought $120 worth of photos and never received them. This is a nice family and would not think they would lie about it....not saying they wouldn't, jsut don't THINK they would..maybe forget to complete order...but not lie.

They have no receipt and I am trying to get them to show me a CC statement showing a purchase from smugmug. I would like to hear from smugmug but have not heard back re: my emails.

I have had about 25-30 sucessful sales on SM so far and am hoping this is just a mistake on SM or the customers part.

Any advice from you guys or SM would be appreciated

[flx2000]

if you have a pro account, log in, go to control panel, click on the pros tab.
click on sales details, then you can see all your sales. if you click on the order number more info becomes available.

[SmugMug]

That is really weird to not have heard back from a SmugMug support hero. Can you resend your message that you sent to help at smugmug and make sure you CC me?

I will want to make sure and get to the bottom of this. My email is my first name and at smugmug.com

Thanks,
Markham

[Kalrog]

I had a family tell me the same thing about 2 weeks ago. I was horrified so I started digging into it more and some things didn't sound right. First, they paid with a check - I don't take check. Short version is they ordered some of their other kids through school and had just thought they ordered through me. Everything ended up great once we figured out the problem - so make sure that an order was actually placed.

[prncfarquad]

Will do. Felix, I did check my pro account and the order is not in there. I am trying to get him to get me a CC statement showing the charge.

Markham, I just forwarded the original email to you and help.

Thanks again! I think this is user error on the customers part but I just want to cover all my bases.

[HutchPhoto]

I have NEVER had any issue's with SM and have been with SM for 2 years now and this all sounds wierd,
like Nathan said be sure they ordered thru your account! if they did you should have gotten an e-mail from Smugmug telling you that..If you have a pro account and your price is .01cent above base price.


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[prncfarquad]

I agree tim. I have had 26 orders and never had one issue..I love me some smugmug. I am sure this is a user error on the customer's end but as a smart business person I should cover all of my bases and find out ALL information before making a decision on how to handle the customer. If he can't provide me a receipt or a CC statement showing the charge he has bought nothing. BUT if there was an error on SM's part I need to check that too.

AGAIN this is not a knock on SM just me covering all my bases.

[HutchPhoto]

Their $120 went somewhere and if it went to SM they will find it for sure.. If they check their CC reciept they will find their was no-charge and the order might have failed on their end but they didn't catch it.

I would like to know how this all turns out for I learn from this sort of thing.

Good Luck.


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[SmugMug]

Ok, I passed on your email and get to the bottom of this.

FYI--I have been in Vegas for WPPI so I haven't been able to be on the forum much.

Markham

[ndsimm]

Originally Posted by prncfarquad

Will do. Felix, I did check my pro account and the order is not in there. I am trying to get him to get me a CC statement showing the charge.

Markham, I just forwarded the original email to you and help.

Thanks again! I think this is user error on the customers part but I just want to cover all my bases.

if it's not on your pro sales list, then they didn't make the order...
I'd be very surprised if this is not the case...

[prncfarquad]

Markham,

I was contacted by your team and they said that a purchase by this customers name was never made. SO, I contacted the customer and told them I needed a receipt, order number, or CC statement showing the charge or I will have to assume the error is on their end. If they can produce an order/proof of charge I will let you know (HIGHLY UNLIKELY!!)

Thanks for your help on this!

Again to everyone else I want to make sure everyone knows that I do feel this is a CUSTOMER error, NOT SMUGMUG. But before I make any decisions in business or any other aspect of my life I research ALL facts before deciding what path to take.

Thanks again

[HutchPhoto]

Thanks for the update Patrick.

I knew Markham and the smugmug team would get to the bottom of this.



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