Dealing with Incorrect Charges at a Show: What's the Best Approach?

Click For Summary

Discussion Overview

This thread explores how participants manage situations where a customer has been charged an incorrect total at a show. Participants share their personal experiences and strategies for addressing discrepancies in order pricing.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant, identifying as a consultant, suggests being honest and explaining the situation to the customer while maintaining a friendly tone.
  • Another participant shares their experience of having a similar issue, mentioning that some customers may take advantage of pricing errors.
  • Several users mention the importance of communicating the correct prices and offering options for payment to resolve the discrepancy.
  • One participant expresses suspicion that the customer may have intentionally provided incorrect prices, although they hope this is not the case.
  • Some participants inquire whether the customer might have used a US catalog or website, which could explain the pricing differences.

Areas of Agreement / Disagreement

Views differ on how to approach the situation, with some participants advocating for direct communication and others expressing concern about potential customer intentions. No clear consensus emerges on the best approach.

Contextual Notes

Participants share experiences from large parties where they were unable to verify each order due to high customer volume, leading to pricing errors.

Who May Find This Useful

Consultants facing similar challenges with order discrepancies may find the shared experiences and strategies relevant.

R
RossDeb2
Gold Member
Messages
386
How do you all handle it when you have charged a customer the wrong total at a show. I don't always get to verify each price on the order form. I had a large party on Sunday and people were lined up to place their orders. Well, one lady was out by $21. Every price on her order form was out by a few dollars. I don't even know where she got the prices???? These prices were not even listed on the page???? Anyway, I'm looking for a tactful way to handle it when I call her to ask for the remaining $21 owed for her order. Any ideas? I don't want to insult her (and it was my fault for not checking each order):grumpy: but I do not want to absorb a $21 loss. She paid by cheque. Thanks for the help.:)
 
I'd just be honest. Ask her how she enjoyed the party, bring her back to the fun. Then: "I'm sure you remember how many people there were, I actually had a line! Unfortunately that meant that I was not able to check the order forms against the catalog while I was checking people out. I was finishing up your order at home and I realized some of the prices on the order form were not correct. I'm sorry I wasn't able to catch it before, but I wanted to rectify it with you right away."Then, I'd go over the items that are incorrect (did she take a catalog? That might be helpful), let her know what was on the order form, and what the correct price is. Then let her know what her new total is. "So with the S&H, the total is $XX.XX. I know you paid by check, so I can take a card over the phone for just the difference, or I can charge the whole thing to a card and tear up the check."Giving a choice like this helps get the order closed. If she pushes back, just say "Unfortunately I can't submit the order as is until I have the full amount. We can remove some items if you need to, but Suzy Hostess won't get credit for the order until it's completed."
 
I agree- call and just let her know- Hate to say it- but some people will take advantage of the situation and do that on purpose I've had someone do that to me. a good friend was sitting next to them and commented that I probably didn't check the "actual" price and she would make up her own... so when I put it in P3 that night I realized the diff, the friend called me the next day and told me... and I called the guest and said nicely-- I can get new payment from you- or take off x amount in product so you don't owe me anything- but I can't cover the extra cost and feel I caught it in a timely manner to inform you of what happend. I can't finalize the order without full payment. and apologized like I had no idea what they did..... she paid the diff. So- I loe what Noora said- sounds great. You should eat $21 when they had wrong prices on the form!!
 
I think what NooraK said is perfect- unfortunately I wasn't able to double check all the prices/totals at the show because there were so many people there! When I got home and entered your order I noticed it was short by $21.... I have a sneaking suspicion she did it on purpose, but I sincerely hope that I am wrong!
 
RossDeb2 said:
How do you all handle it when you have charged a customer the wrong total at a show. I don't always get to verify each price on the order form. I had a large party on Sunday and people were lined up to place their orders. Well, one lady was out by $21. Every price on her order form was out by a few dollars. I don't even know where she got the prices???? These prices were not even listed on the page???? Anyway, I'm looking for a tactful way to handle it when I call her to ask for the remaining $21 owed for her order. Any ideas? I don't want to insult her (and it was my fault for not checking each order):grumpy: but I do not want to absorb a $21 loss. She paid by cheque. Thanks for the help.:)
Click to expand...

She didn't by any chance have a US catalog, or had already written out her list after looking at a US website, did she?

Just something to think about....
 
Noora's wording was great. That's exactly how I'd handle it, too.
 
ChefBeckyD said:
She didn't by any chance have a US catalog, or had already written out her list after looking at a US website, did she?

Just something to think about....
Click to expand...

This was my first thought, as well.
 
ChefBeckyD said:
She didn't by any chance have a US catalog, or had already written out her list after looking at a US website, did she?

Just something to think about....
Click to expand...

Maybe if you tell us some of the items and what she put down for prices, we can tell you if that's the case.
 

Frequently Asked Questions

What should I do if I notice an incorrect charge during a Pampered Chef show?

If you notice an incorrect charge during a show, the first step is to calmly address the issue with the customer. Apologize for the mistake and assure them that you will resolve it promptly. Take note of the correct amount and any relevant details, and reassure them that their satisfaction is your priority.

How can I prevent incorrect charges from happening at my shows?

To prevent incorrect charges, double-check all orders and pricing before finalizing transactions. Use a reliable order form and ensure that you are familiar with the pricing of each item. Additionally, consider using a digital sales tool that can help minimize human error.

What is the best way to communicate with customers about an incorrect charge after the show?

After the show, reach out to the affected customers via email or phone. Clearly explain the error, provide the correct charge, and outline the steps you will take to rectify the situation. Transparency and prompt communication will help maintain trust and customer satisfaction.

Should I offer a discount or compensation for the inconvenience of an incorrect charge?

Offering a small discount or compensation can be a good way to maintain customer goodwill, especially if the incorrect charge caused significant inconvenience. However, assess each situation individually and ensure that any compensation aligns with your business policies.

What resources are available for handling incorrect charges in Pampered Chef?

Pampered Chef provides various resources for consultants, including training materials and support from team leaders. Utilize these resources to learn best practices for handling incorrect charges and to stay informed about company policies regarding transactions and customer service.

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