going on 12 days..customer not got order

magicpic

It is going on 12 days and a customer has not gotten their order..what is going on,,I did put in proof days..I have written the help twice and not gotten a response...thanks janis

Andy

Hi Janis, which order# please?

We emailed you twice on Oct 12th regarding #402621, is that the order? I do not see other emails from you, since then, Janis.

magicpic

Andy wrote:

Hi Janis, which order# please?

We emailed you twice on Oct 12th regarding #402621, is that the order? I do not see other emails from you, since then, Janis.

It is 402622

Andy

Hi Janis,

Ordered on Oct 11th, proof delay of one day by you, received by our Lab on the 12th, mailed by our lab on Sunday the 14th of October. So, today makes 9 days since it was mailed. The order was with first class mail (economy) shipping, which, believe it or not, can take up to 14 days (totally up to the postal service, and yes, even only going to South Carolina where this order is going. We wish we could hurry the postal service, we really do, Janice

If you or your customer write our Support Heroes, http://www.smugmug.com/help/emailreal ANYTIME we'll give you immediate answers, thanks

Oh and Janis, we pride ourselves on answering each and every help mail, by a real human. If you aren't seeing our help mails back to you, please check your spam settings? Thanks.

Here's what we wrote you by email:

SmugMug Support Hero Anne wrote:

Hi Janis,

Thanks for emailing SmugMug. Did you not receive a response to your email yesterday? We typically respond within a few hours!

It looks like this order shipped out one week ago via USPS First Class mail. It's a cheap shipping method, but it is not trackable and it can take up to two full weeks. I have to assume at this point that the prints are still on their way to your customer.

If your customer doesn't receive them by the beginning of next week, please have her email us so we can double-check the shipping address with her.

Thanks for your help!

-Anne
Support Hero

magicpic

Andy wrote:

Hi Janis,

Ordered on Oct 11th, proof delay of one day by you, received by our Lab on the 12th, mailed by our lab on Sunday the 14th of October. So, today makes 9 days since it was mailed. The order was with first class mail (economy) shipping, which, believe it or not, can take up to 14 days (totally up to the postal service, and yes, even only going to South Carolina where this order is going. We wish we could hurry the postal service, we really do, Janice

If you or your customer write our Support Heroes, http://www.smugmug.com/help/emailreal ANYTIME we'll give you immediate answers, thanks

Oh and Janis, we pride ourselves on answering each and every help mail, by a real human. If you aren't seeing our help mails back to you, please check your spam settings? Thanks.

Here's what we wrote you by email:

she received the photos today