URGENT - pissed customer over the failed gateway thing...
Hi Marc and Drew - When the whole gateway issue happened and batches were not clearing, of course, one of the customers is an uber crazy person, making all kinds of threats and I am unable to issue a refund - tells me Gateway Failure when I try to refund the remaining invoice there. I've noticed this is one that was processed manually. Can you please issue a refund on this ASAP?
https://cheddargetter.com/admin/invoices/get/id/3060ecad-a52d-11e5-...
Cheers,
Aysia
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1 Posted by Drew Songer on 05 Jan, 2016 03:04 PM
No, this was the first person we issued a new transaction for.
2 Posted by Drew Songer on 05 Jan, 2016 03:33 PM
Aysia- We have manually forced a refund for this transaction; therefore, this customer may not be able to receive a receipt of the refund, but that is yet to be determined.
In hindsight, we think that we should have postponed this refund until we understood the details of this situation with this specific customer.
It would be helpful to know exactly what the customer was complaining about. Did they call their bank and determine there were multiple charges? Did the bank happen to say both charges would settle? Etc. Additionally, it would be helpful if we knew what action the customer requested.
Luckily, we haven't issued the other transactions yet. This is why we would like to understand this test case first before we issue the other transactions. We may need to think of a different approach if issuing the other 20 transactions is going to replicate this situation with your customers.
3 Posted by Aysia Wright on 05 Jan, 2016 03:58 PM
Hi there. It's just coincidence. She is upset bc she did not read our
billing and shipping windows so was demanding all fees be refunded
immediately or else she'll do x, y and z. Nothing to do with the issues it
seems - just one of those people who uses the f word every other word and
threatens to disparage you all over the net if you don't comply
immediately. What can I tell her regarding the refund?
4 Posted by Drew Songer on 05 Jan, 2016 05:19 PM
The refund has been issued and is awaiting settlement.
5 Posted by Aysia Wright on 05 Jan, 2016 05:50 PM
Thank you :)
Drew Songer closed this discussion on 28 Jan, 2016 03:20 PM.