Whenever I needed someone to respond promptly to my business emails I would clearly mark them urgent, your attention please, in whopping bold capital letters in the subject line and anywhere else applicable. If I then heard nothing from them, would cancel their order and confirm cancellation with one last email requesting they contact me again should they wish to re-order. Job done, no drama and move on - they really have no cause for complaint as you have been a good communicator, been polite and you have left the door open for further transactions.

Yes, customers are gold and should be treated with respect, great service and quality products. By the same token you are running a business, you cannot be wasting time/product/resources trying to second guess someone who couldn't be bothered communicating with you. It is not a matter of being hard or unkind you need your business to survive.

It seems that if she ordered 12 yards and gave you a method of payment, I wouldn't expect you to cancel the order. You could fulfill the order as placed. You were just trying to save her a little money but if she didn't bother responding, I would have just sent it in one piece and charged her the higher price. Why should you lose the sale because she didn't reply to your email?

After quickly reading all the posts, my conclusion, under these circumstances, was what you just suggested to just have canceled the order. Bottom line you want to please all your customers and they are the ends to your means. On the other hand, you also have to run a profitable business in the most efficient way. At times those two objectives don't like to play nice together.

After one ignored email I'd be inclined to let them know their order will be canceled due to incomplete shipping instructions. (I wouldn't have cut the fabric before shipping just on account you don't know what she needed it for.)

Another poster commented something may have happened to the customer preventing them in some way from contacting you. Not be hard hearted but unexpected things come up with all of us but that's our responsibility not for someone we're doing business with to be our psychic babysitter. That would be up to you if they let you know there was some unforseen emergency that came up and got in the way as to what you may or may not do.

Sorry it became what it did but this helps you should you have to face this again sometime in the future.

This sounds like a fair way to do it, except for the gift part on the customs slip. As a goodwill effort, I would email her a discount coupon(10-15%) for a future order with an expiration date. The ball will be in her court, if she wishes to place another order.

After reading all this -

There are a couple of questions I have (maybe answered and I missed it) -

Had the customer agreed to and paid the original shipping charge for the uncut 12 yards?

If yes, perhaps she had ignored the e-mails because she thought the answer "was obvious" that she wanted it shipped in one piece because the cost was already paid?

don't be too hard on yourself you did your best to contact her, and you did you best to save her money, if she can't reply that is her mistake not yours,
the only reason I can think of for her not replying is maybe she was on holiday or maybe unable to get her emails,
but you still did what you thought was best for her.

I also think you handled it correctly. I work in a medical office and patients do not return our calls either. Then when they miss something they want to blame it on us. If people would just be responsible things would go so much smoother. But some people just want to blame things on someone else. So I would not worry about it.

The first thing I do when I want to order international is check the shipping, why wouldn't she have done that! It states quite plainly on your websight the costs, amount of fabrics per envelope ect!

You have done the best you could under the circumstances, I wouldn't worry about it at all, she should be more responsible.

Favorite Fabrics, maybe I too will open myself up for problems with my opinion but this situation is a perfect example for why many businesses "WILL NOT" ship overseas. Regardless for the reason for the buyer not replying to your emails it was her responsibility to answer.

You did everything within your control to try and help this customer.....they dropped the ball. Custom charges are the norm and while people get upset with them it's the law over there and they have to live with that when they purchase from the US. You have no control over that and should not be expected to cheat and write gift for the customer. That is just plain wrong. Also postage is not cheap sending there either unless it's a military P.O. box. People living overseas know this and outweigh the cost of the fabric or whatever else they may purchase to make the decision to buy or not to buy. It's not any business's fault the cost of items there and when they choose to buy from the US it is their choice and they know the cost of postage and customs for the items. If they don't then they need to be proactive and find out the facts.

You went way beyond the normal in trying to provide the best service you could for this customer. It is the buyer's responsibility whether it is a US or overseas customer to read the website and make themselves aware of your policies and shipping procedures. After reading many posts of unhappy people regarding their purchases it usually comes down to them not reading and informing themselves of the way the seller does business. That is their fault not yours.

So in my opinion you did the best you could and I wouldn't worry about their unhappiness as it is their fault not yours. You can't make everyone happy and for me it would not be a loss to lose this customer. You have many happy ones and will gain many more. Again, this is one of the main reasons people in the US will just not do business with overseas customers mainly because there are too many variables (things outside your control) that make things go wrong.

So please don't worry or think you could have done something better for this person. You did everything you possibly could and still got grief for all your efforts. It just isn't worth it to put yourself through that. People tend to believe it's always the sellers fault when in fact it is their fault for not being responsible purchasers.

She should have responded to your email.She had that option ,so you did the correct thing.

Did you have credit card information to charge the costs? Or was she to send you a check. If it was the credit card, I think I would have sent the full 12 yard pc. not knowing how it was to be used. But if you were to be sent a check, I think the fabric would still be sitting in the store. I understand you were trying to save her money, but cutting a pc of fabric in half really makes me cringe!

You contacted your customer twice with no reply. Your in business, you did what you thought best. I think you were more then patient in waiting, (10 days). She must not have had very much regard for you or the fabric.
You wanted to save her costs. Some customers are just unappriciative.
I would just chalk the situation as an experience, and not worry yourself.
Perhaps offer this customer a 20% discount on her next shopping order.
Maybe also make a notation, to customers ordering in bulk, if they would like it in one piece or should you cut it to save them shipping
If you loose her as a customer, there will be 2 more waiting to buy from you.
I feel you handled this very well

I would have emailed her once again and told her that you were going to hold the order until you received shipping confirmation from her. You were just trying to be nice and save her money, not knowing that there were additional charges to be paid on her end for two packages. Be safe next time and wait for confirmation. Sometimes when we try to be nice it backfires!

One more comment: So if I order a blue shirt, and they are out, so the company sends me red because they think it looks prettier, should I be happy? Eat crow, appologize, and make it up to her. We are not all tied to email. She didn't NEED to respond because she had already ordered what she wanted, not what you wanted her to have.

Since she MAY have wanted it all in one piece, I would NOT have shipped it to her until she answered your request as to how to ship it. If she really needed one piece she can't use it the way you shipped it. I think you have an obligation to take it back and absorb all of the costs. Sorry.

The heart of the problem, from my perspective, is that while we tried to contact the customer, she didn't respond (for whatever reason).

I've been mulling over all the suggestions proposed in this thread. Unfortunately, our shopping cart software isn't smart enough to be able to detect a "won't fit in the envelopes" issue. It's able to count how many yards are in an order, and divide by 8 to see how many envelopes are needed, but that's all.

So I'm thinking that what *would* be possible is to put a bit more information on our "international shipping" page. We can't guarantee that the customer would read it, of course (even with a checkbox!) but at least it would all be available.

How about this wording:

"If you order a length of fabric that is more than what will fit into a single envelope, we will e-mail you to ask you if you would prefer that we ship it all in one piece (at an additional charge). If we don't receive a reply within a week, we will cancel that item from your order."

Is this okay, or can anyone suggest an improvement on it?

(If you want to see what we've already included on our "international shipping information" page here's a short link: http://alturl.com/9nz4c As always, if there's anything that you think has been left out or should be added or isn't clear, I'd like to know about it!)

You were giving her all the info and quite right in your actions. The next time be specific that unless she answers in a set time period her order will be canceled. I have been in a similiar situation and a friend told me that setting boundaries is always the way to go.

How about something (not sure if your website can do it or not) that requires all international customers to read your policies before they can place their order. I know that I have had to do this for different things that I have done online (ie. setting up my online banking). Just a thought.

It sounds like you did all that you could have. We all tend to focus on the one or two dissatisified customers but in reality most people are very happy with their purchases...we just don't talk much about them.

Is there any way to add the approximate # of yards that do fit into a single envelope so they have an idea what would fit?

Since I started selling batik fabric, I have shipped quite a few orders internationally.
Here's what I would have done -
I would have emailed the option of a) shipping it for $xxx in one package, or b) shipping it for $xxx in 2 packages to save shipping costs.

Rather than leave en email open-ended, I would have said, "If I don't have a reply from you in ___days, I will ship in one package at $xxx dollars.

To me, this gives the purchaser the option BUT you have set a limit on how long you would wait for a reply. I, personally, would not cut a customer's fabric into 2 pieces unless I was told it was OK. This is just how I would have handled it, I'm not saying what you did was right or wrong. We all try to do our best, don't we!!!

Fabulous!! That makes it really clear.
You won't run into any problems and if she REALLY wants it, she will get back to you! Perfect! (Having been in the retail business, you have to make good on lots of thing so your reputation is great. Bad press gets around awfully fast! ) Good luck to you. You sound like a very caring person.

Yes. I believe this is a good action on your part. Can it have a check box that prevents the buyer going forward without checking the box to say they read it.??

I don't think you could have done anything differently. You tried to contact her and she didn't reply. In the future you might try putting a read receipt on the email and telling them if you don't get a reply within a reasonable time (insert time frame) you will cancel the order. You can't keep orders open forever.

Even a checkbox wouldn't prove that the customer actually READ the information, merely that they had checked the box.

I'm thinking of all the Microsoft stuff I ever downloaded where I just checked the "agree to terms of service" box without reading more than the first paragraph or two.

Meaning that even the checkbox is not going to head off all possible complaints. There's just no way to FORCE someone to read what you want them to. Unfortunately.

We already do post that on our international shipping information page.

When we e-mailed her (twice) we did tell her the two shipping options and the costs, and in the second e-mail we told her that if we didn't hear from her by a specific date we would send her the fabric in two packages.

To send it all in one package would have cost more than what she originally agreed to, and to charge her an extra $15 without her permission would have been even more wrong IMHO. Doing that could get us in trouble with our credit card processor as well.

(sigh)

Next time we'll just cancel in the case of an uncommunicative buyer.

And then we'll get an angry e-mail for not shipping!

No way to win...

Yes, I agree. I am the world's worst at 'end user license agreements'. I don't read them, I click the box so I can go forward. :thumbup: I know by checking the box I am agreeing to their rules. :thumbup:
I also am not concerned with my email inbox. If I order something I would never think of checking my email to see if it has been shipped. I just expect it to arrive.
I am hoping the buyer is a Quiltingboard member so they know we all compliment your caring and concern for your customer and that we care for the buyer also as the customer.
You did a good job because you did what you thought you should do for the customer. Many things come with time. International shipping can be a nightmare. It will go perfect 99 times and the 100th time will make you want to drink your favorite beverage. You are enhancing your customer's experience. You didn't lay down and quit. That is to be admired and respected.
All you can do is all you can do. The best you can do is the best you can do.
I have often admired your fabrics. Don't let this wear you out.
I was happy that in all the responses you didn't get flogged even one time. You opened yourself up for help and you have gotten help, not harshness.
What would I do to turn this unhappy person into a satisfied customer? Ask her "What can we do to change this experience into a satisfying transaction for you?" The answer may be surprising and rewarding. Most times, people want to know they have been heard and that the listener is empathetic. They almost always appreciate knowing what actions you have taken to correct the situation for your customer base to prevent it happening again.
Tomorrow is a brand new day!

I think you are right that it was a lose/lose situation. In the future it would be easier to cancel the order after x amount of days without a reply. You can explain that you were unwilling to cut the fabric without authorization, but that you also couldn't charge her credit card more than had been originally authorized. Unless you automatically charge the maximum rate up front and then refund the difference if it turns out to be less. Or offer a discount/credit/etc.

I do agree with Sarasewing somewhat, that if this person is a repeat customer, you should offer something to "make nice". It needn't be much, but it could help negate the bad feelings and perhaps influence a future order.

If the customer only knew how concerned you were about customer service, I believe she would (eventually) cool off and come around. But we do understand.

ADDENDUM: I totally agree with this post:
[/quote]What would I do to turn this unhappy person into a satisfied customer? Ask her "What can we do to change this experience into a satisfying transaction for you?" The answer may be surprising and rewarding. Most times, people want to know they have been heard and that the listener is empathetic. They almost always appreciate knowing what actions you have taken to correct the situation for your customer base to prevent it happening again.[/quote]

I would not have shipped. One time I ordered 6 yards and it was send to me as 2 and 4 yards. I send it back. They had not contacted me eventhough I had put a note and phone number with the original order.

As was mentioned above most of the time people just want to be heard. The owner talked with me and send me a $50 voucher which I did not use. I did order again and then got the correct yardage cut or better no cuts.

After reading all this - and having commented before - I would have been very upset at the fabric having been cut without my authorization - especially if I had been told that it was all in one piece - I think I would have rather had the order cancelled - WITH AN EXPLANATION - than to get it in two pieces.

All in all...You did the right thing! Only from now on...I wouldn't do business internationally anymore because of shipping cost and the hassle you just went through. You wouldn't be losing that much money by just not shipping internationally anymore. It sounds like it's just not worth it. Don't stress about it, it's just a learning curve on shipping internationally and now you know what it's like :) It will all be ok! ~HUGZ~

And you know, that's what we WILL do in the future... I've just added that bit of info to our website (in two places). And hope that the customer reads her e-mail before asking us why her order didn't ship!
Actually, I would guess that international business is about 10% of our sales and it's definitely worth the hassle. We enjoy the contact with folks all around the world, and the broken-English e-mails we get always make us smile (with delight and whimsy). There's a big map of the world on our wall and we just love to put another push-pin into it when we ship to a place we've never shipped before. We've had pictures of the beautiful scenery in Iceland e-mailed to us and words of support and concern on 9/11, the day of our tragedy.

Yes, way more joy than headaches. Wouldn't trade it away! It opens our eyes and opens our hearts and opens a window to parts of the world that we'll never get to visit.

(How else would we ever come to learn that sheep in New Zealand have *really* curly horns, or that "chook" means chicken in Australia? Or that there's a whole society of penguin fanciers in Japan?)

:)

I want to Thank You for trying to find a way to handle this situation and to keep from any further issues like this. You rock! I think you did what can be done. The Purchaser needs to take some responsability. Uhhh Answering emails would be a huge step. Realizing the costs for shipping & your trying to save her the $$$ since she refused to acknowledge your contacting her IMHO takes the heat off of you & onto the purchasers shoulders. You can only do so much. If they refuse to acknowledge you trying to get hold of them, oh well. I just feel that you run a successful business & it hurts me that you are going through this. But? There is always somweone that cannot be pleased.

I am thrilled with the quality & service you offer. Just 20 minutes ago, I recieved my order & I do love every bit of it!!! If this person is unhappy, they better hope they do not order from some places that I have! OMG you would not believe the Customer Service of some Companies. Please Nancy stop beating yourself up over this. Let it roll off your back and move on. {{{{{HUGE HUGS}}}}}

Thanks, Gramof6 ... I feel better! :D

Actually, I would guess that international business is about 10% of our sales and it's definitely worth the hassle. We enjoy the contact with folks all around the world, and the broken-English e-mails we get always make us smile (with delight and whimsy). There's a big map of the world on our wall and we just love to put another push-pin into it when we ship to a place we've never shipped before. We've had pictures of the beautiful scenery in Iceland e-mailed to us and words of support and concern on 9/11, the day of our tragedy.

Yes, way more joy than headaches. Wouldn't trade it away! It opens our eyes and opens our hearts and opens a window to parts of the world that we'll never get to visit.

(How else would we ever come to learn that sheep in New Zealand have *really* curly horns, or that "chook" means chicken in Australia? Or that there's a whole society of penguin fanciers in Japan?)

:)[/quote]


We did the same thing when we had our business. I had a big map I put push pins in when we shipped internationally. It's a hassle sometimes but not that much once you understand the process. The fun part comes when you're shipping hazmat internationally. :-)

We also got to meet some interesting people. It was fun.

HAZMAT?

Oh, my!

She asked for 12 yards I would have sent her 12 yards in ONE piece no matter what the postage was.

I probably would have waited until I heard from her even if she were upset that it took so long to get her fabric. Sometimes you'll pay more for something because you want it sooner. Other times, waiting is the option because it's much cheaper. We learn something new everyday....just put this one on your "Learned" list.

As a customer I would probably be upset; however, I also believe that as a customer I have a responsibility to make my wishes known to the retailer.

Point in fact. I recently purchased two laser cut wood kits to build for my brother-in-law's train layout for Christmas. The online retailer inquire if I was aware that I had ordered two different scales. I replied to him immediately as to delay would mean a delay in receiving my items.

Believe you handled the matter professionally.

Betty in Colorado