Order gone missing.

GKPGKP Registered Users Posts: 36 Big grins
edited June 22, 2007 in SmugMug Pro Sales Support
Hi I have a client that placed a print order on may 28th 2007 on may 30th she got a shipment email. She waited the 14 days and still has not recieved her postal mail of photos. I am wondering what to do about it. She chose economy shipping so the system did not generate a tracking number. She said she emailed smugmug a couple times an has not recieved a reply. Which I found odd.

Anyhow should I email support or can it be looked into from here?
The order number is: 307341

If this order was lost by the US postal service what can be done about it?

I have other events I shot for this same customer and they are waiting to see how this order goes before placing the next one. Also they successfully had placed and received an order from a previous event as well.

Anyone else ever had an order lost in the mail?

-Greg

Comments

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited June 16, 2007
    GKP wrote:
    Hi I have a client that placed a print order on may 28th 2007 on may 30th she got a shipment email. She waited the 14 days and still has not recieved her postal mail of photos. I am wondering what to do about it. She chose economy shipping so the system did not generate a tracking number. She said she emailed smugmug a couple times an has not recieved a reply. Which I found odd.
    Your client Linda M wrote us on June 13, we responded within minutes of her email. I'm sorry she never got the email we sent.
    Anyhow should I email support or can it be looked into from here?
    The order number is: 307341 \

    I have issued a full reprint for your customer, we do guarantee everything including orders lost in the mail, which, though rare, can happen.

    I hope this helps.
    Andy

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  • GKPGKP Registered Users Posts: 36 Big grins
    edited June 16, 2007
    Andy wrote:
    Your client Linda M wrote us on June 13, we responded within minutes of her email. I'm sorry she never got the email we sent.



    I have issued a full reprint for your customer, we do guarantee everything including orders lost in the mail, which, though rare, can happen.

    I hope this helps.

    Thanks Andy, one for your speed in reply and two for the solution to the problem. I was more curious though if there was a way to check with the US postal service to see if it could be found. I guess not. I will tell her in the future to pay the little extra for other shipping, I know my local post office drops the ball constantly :( I get mail for people who live 2 streets away.. and have had nieghbors bring me my mail (they delivered to wrong address). My local post office is not the same as Linda's so lord only knows what happened.

    I am thinking of getting a PO box so I know I get my mail, yeah it will be a pain to go to the post office every day but Oh well..

    Thanks again I will inform her of the action taken.

    -Greg
  • 2whlrcr2whlrcr Registered Users Posts: 306 Major grins
    edited June 20, 2007
    I too have just got a complaint from a customer who has been waiting about two weeks for prints and has received nothing yet. Order number #313127.

    Is there anyway Smugmug can including the shipped date under order status? It would be nice to know how long the photos have been "in route".
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited June 20, 2007
    2whlrcr wrote:
    I too have just got a complaint from a customer who has been waiting about two weeks for prints and has received nothing yet. Order number #313127.

    Is there anyway Smugmug can including the shipped date under order status? It would be nice to know how long the photos have been "in route".
    Hi, this order was placed June 5, shipped on June 6. it was ordered economy shipping which is USPS and is untrackable. I'm sorry your customer didn't receive it, we'll issue a new order immediately, of course there's no charge, all part of the SmugMug Guarantee.
    Andy

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  • 2whlrcr2whlrcr Registered Users Posts: 306 Major grins
    edited June 22, 2007
    Andy wrote:
    Hi, this order was placed June 5, shipped on June 6. it was ordered economy shipping which is USPS and is untrackable. I'm sorry your customer didn't receive it, we'll issue a new order immediately, of course there's no charge, all part of the SmugMug Guarantee.

    Thank you. I just talked to the customer yesterday, June 21st and he still had not received the order. But this is actually only 12 business days. If Smugmug wants to wait a couple of more days, before shipping a reorder, I will recontact the customer to make sure he has never received it.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited June 22, 2007
    2whlrcr wrote:
    Thank you. I just talked to the customer yesterday, June 21st and he still had not received the order. But this is actually only 12 business days. If Smugmug wants to wait a couple of more days, before shipping a reorder, I will recontact the customer to make sure he has never received it.
    Hi, it's been reprinted already, thanks.
    Andy

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