AJPratt
Silver Member
- 6,681
So, I have this customer who's card was declined. I got a call 7/1 saying what had happened. When I asked them to run the card again, the woman told me it had already been done twice and I'd have to wait until Monday for them to do it again. So, I call Monday and the woman is surprised that I called because they only ran it through once. She informs me they should have done it at least twice before calling me. So, I sent in an email....
ME: I just had to share the following concern: I received a call
on Saturday, July 1st around 11am EST. I was informed that my show #33
had been placed on hold because a card was declined. I explained that it
was a debit card and perhaps the funds hadn't cleared at that time, but
may be available at that time and requested that it be run through
again. I was informed by whoever called me that it had already been run
through twice and that I would have to wait until Monday to do it again.
I just called moments ago and spoke to the most helpful lady named
Phyllis. She ran the card and remarked in a somewhat surprised manner
that it had only been run through once. Imagine my shock when I realized
that I worried about something all weekend for nothing and that I
embarrassed myself and the Pampered Chef to this customer who swore that
there was plenty to cover the funds. I'm sure she was more frustrated
than embarrassed. To the customer, it looks like I don't know how to run
my business and that the Pampered Chef doesn't either. I only wish that
when that person contacted me on Saturday that she would have just run
the card like I asked. It would have spared all involved unnecesary
embarrassment.
This is the response: Your attached email has been forwarded to my attention for review and response. Thank you for taking the time to share your experience when resolving your K33 order. Our standard procedure when a customer's credit card/debit card it initially rejected is to immediately run it
twice before a call would be made to the Consultant. According to our records we attempted to re-run the credit card 2 more times, once on 7/1
at 10:39 am and on 7/3 at 3:35 pm the card was accepted.
So, if anyone is counting, this is answer #3 regarding the problem. Three different people, three different responses. The issue was resolved, and I'm glad, but PUH-LEASE. Did we need to go through all this?
ME: I just had to share the following concern: I received a call
on Saturday, July 1st around 11am EST. I was informed that my show #33
had been placed on hold because a card was declined. I explained that it
was a debit card and perhaps the funds hadn't cleared at that time, but
may be available at that time and requested that it be run through
again. I was informed by whoever called me that it had already been run
through twice and that I would have to wait until Monday to do it again.
I just called moments ago and spoke to the most helpful lady named
Phyllis. She ran the card and remarked in a somewhat surprised manner
that it had only been run through once. Imagine my shock when I realized
that I worried about something all weekend for nothing and that I
embarrassed myself and the Pampered Chef to this customer who swore that
there was plenty to cover the funds. I'm sure she was more frustrated
than embarrassed. To the customer, it looks like I don't know how to run
my business and that the Pampered Chef doesn't either. I only wish that
when that person contacted me on Saturday that she would have just run
the card like I asked. It would have spared all involved unnecesary
embarrassment.
This is the response: Your attached email has been forwarded to my attention for review and response. Thank you for taking the time to share your experience when resolving your K33 order. Our standard procedure when a customer's credit card/debit card it initially rejected is to immediately run it
twice before a call would be made to the Consultant. According to our records we attempted to re-run the credit card 2 more times, once on 7/1
at 10:39 am and on 7/3 at 3:35 pm the card was accepted.
So, if anyone is counting, this is answer #3 regarding the problem. Three different people, three different responses. The issue was resolved, and I'm glad, but PUH-LEASE. Did we need to go through all this?