Customer wants to change order.

Zerodog

I have a guy that ordered a few prints because he somehow couldn't figure out how to download. He thought he might get the file with the print?

Anyway he gave me a call and said he wants to change his order from prints to downloads. Is there an easy way to cancel and change on his end or mine?

Andy

As always, anything time sensitive and personal-order sensitive, pleas write our Support Heroes and we handle these from the help desk, not Dgrin.

Zerodog

We figured it out Andy. I am just sending the order in and shooting him some files. Just keeping it simple and keeping a good kid happy. Next time I have a question like that I will shoot it to the heros!

SamirD

Andy wrote: »

As always, anything time sensitive and personal-order sensitive, pleas write our Support Heroes and we handle these from the help desk, not Dgrin.

I'm not too happy about my recent experience with this.

I got two orders at 12:30a and 12:36a cst. Both were from the same customer who I know personally. It was obvious that he just forgot some images in his first order. At 1:28a cst I saw these emails and fired off an email to help@smugmug.com requesting that these orders be combined to save my customer shipping. At 5:27a cst, I received a response:

"Hi Samir,

Thank you for contacting SmugMug. Our order system is almost fully automated and
once an order is placed, we cannot make any changes nor can we combine an order.
If the orders haven't processed yet, we could only try to cancel them so your client
could place a new order themselves. If you'd like us to try to cancel the orders,
we'd need to know as soon as possible. Once processing starts, we can't stop an
order anymore."

I made a timely request that I believe could have been changed if support got to it in time. I feel like I did my part and SM dropped the ball. If I'm mistaken, let me know.

Andy

SamirD wrote: »

I made a timely request that I believe could have been changed if support got to it in time. I feel like I did my part and SM dropped the ball. If I'm mistaken, let me know.

You emailed when we and the labs are closed (Smuggy Help Desk is offline from 12ET to about 3-4am ET) and the labs were certainly closed. And it's true, orders are automated and they were being printed before we could do anything.

Still no worries, write back, ATTN: Andy and I'll hook you up and make it like only one order happened, as far as shipping goes.

SamirD

I didn't realize the help desk had hours. I always thought it was a 24x7 schedule. So if the orders print without any type of human intervention how did Bay Photo hand retouch the photos before printing? Or was the order just so deeply in the order process at that point that nothing could be done?

If all this happened during business hours, would it have been possible to combine the orders? If so, how quickly do I have to catch it? Within 1hr? 30mins? 5mins?

Email sent. Thank you Andy.

Andy

We can do magic to orders at certain times, it depends - usually it's during "normal" business hours (daylight). But we can NEVER guarantee that we can combine orders. We have super powers to be able to cancel orders and combine them though, as long as they are not in production at the labs.

SamirD

Thank you for the reply Andy. But I've still got the same two questions I asked.

If the order printed without any type of human intervention how did Bay Photo hand retouch the photos before printing? Or was the order just so deeply in the order process at that point that nothing could be done?

If all this happened during business hours, how quickly do I have to catch it to have a possibility to change it? Within 1hr? 30mins? 5mins?

Thank you in advance for the replies.

Andy

SamirD wrote: »

Or was the order just so deeply in the order process at that point that nothing could be done?

It's really difficult to pull orders once they get into the process (at any of our labs).

If all this happened during business hours, how quickly do I have to catch it to have a possibility to change it? Within 1hr? 30mins? 5mins?

Can't really say - all I can say is let us know asap, and we try our best. But if you have your orders in proof delay, then we can always combine shipping, cancel things, etc - you just email our heroes and ask before you push the big red button

SamirD

Andy wrote: »

It's really difficult to pull orders once they get into the process (at any of our labs).
Can't really say - all I can say is let us know asap, and we try our best. But if you have your orders in proof delay, then we can always combine shipping, cancel things, etc - you just email our heroes and ask before you push the big red button

Hmmm...not much to go on here Andy besides proof delay. Do the orders get to the lab instantaneously? Or is there a processing time of some sort while it's still at SM? I need to figure out if I need to drop everything I'm working on the second I see an order as if every millisecond counts.

Andy

SamirD wrote: »

Hmmm...not much to go on here Andy besides proof delay. Do the orders get to the lab instantaneously? Or is there a processing time of some sort while it's still at SM? I need to figure out if I need to drop everything I'm working on the second I see an order as if every millisecond counts.

Every millisecond counts, Samir. Orders go to the lab instantly. This is why Proof Delay is so awesome.

SamirD

Andy wrote: »

Every millisecond counts, Samir. Orders go to the lab instantly. This is why Proof Delay is so awesome.

Good to know. Thank you for the clarifications.

jasonscottphoto

Can't really say - all I can say is let us know asap, and we try our best. But if you have your orders in proof delay, then we can always combine shipping, cancel things, etc - you just email our heroes and ask before you push the big red button

This has not been my experience. We recently had a customer forget to hit "apply" on a free shipping coupon. I was told the only option was to cancel the order. It was in proof delay...

Andy

affdigphotos wrote: »

This has not been my experience. We recently had a customer forget to hit "apply" on a free shipping coupon. I was told the only option was to cancel the order. It was in proof delay...

That is right - we heroes cancel the order, duplicate it, and apply the coupon for you (or your customer). Easy to do.

jasonscottphoto

Andy wrote: »

That is right - we heroes cancel the order, duplicate it, and apply the coupon for you (or your customer). Easy to do.

Nope, I was told they would cancel it and the customer would have to recreate the order (which they did not want to do), so we refunded them the shipping $ ourselves via paypal.

Exact quote from help desk:

We could cancel the order as long as it's in proof delay so your customer could place a new order with the coupon.

jasonscottphoto

Order #2450251 BTW

Andy

affdigphotos wrote: »

Nope, I was told they would cancel it and the customer would have to recreate the order (which they did not want to do), so we refunded them the shipping $ ourselves via paypal.

Exact quote from help desk:

This is not how we should've handled it - I will address. Do you happen to have a ticket# for me? Thanks.

jasonscottphoto

I replied to help@smugmug.com straight from the proof delay email - I don't see a ticket number? Just an order number (2450251)

jasonscottphoto

Found it - 30087

Andy

affdigphotos wrote: »

Found it - 30087

Thanks - how much shipping did you refund to your customer? We will cover that. If you email back to the help desk, ATTN: Andy, I can refund that $ to you.

I'm very sorry for the mixup!

jasonscottphoto

Just sent email - thanks!