Another Lesson Learned

by Millie
(Portland, Oregon)

Overstocked with Rocks

"Reflections" round moss agate cabochon

Natural turquoise free-form cabochon

"Beneath" natural agate cabochon

I received rather a blunt email from a customer stating that he was sorry but he didn't do business with anyone who didn't provide a receipt. Needless to say I was very surprised.

I immediately responded to the email and got on PayPal's community forum site. What I found was that Hotmail.com sends PayPal emails to the junk or trash.

I've used PayPal for both buying and selling for years; never had a Hotmail account; never heard of this situation before.

My first reaction was to think that this guy was a jerk and wasn't being honest with me.

He didn't say he was returning the product or that he expected a refund. Basically he left me hanging.

I have not been sending a copy of the invoice with the order, but I'm going to start doing that.

I figured the receipt and invoice from PayPal was enough; plus my follow-up that I had received the order and again that the order was shipped.

I've emailed the copy of the order and payment I received to him, I've emailed the PayPal community forum information and link to him and I'm just waiting to here something.

I would like to know if anyone else has experienced this issue.

I can say that I have never had a problem with PayPal, and I don't really think PayPal is the problem.

In conclusion, I will certainly be more diligent if an order comes in with a Hotmail email account.

Millie
Millie's Overstocked with Rocks
Cabochons4sale on etsy

Comments for
Another Lesson Learned

Click here to add your own comments

Lesson?
by: Diane

My first reaction is that the guy is a jerk, or an internet noob. If he wanted a receipt, he could have just asked you for one. It's not as if he asked, and you refused. I am assuming he paid thru PayPal, but doesn't have a paypal account? When you buy something on Etsy, you get an email receipt from Etsy, as I recall. Perhaps he's not responding back to you, because he realizes he's in the wrong and doesn't have what it takes to admit it.

To Clarify
by: Millie

I should clarify that this sale came through my web site.

I take my customer service very seriously and this situation makes me want to just stomp my foot. Yes, he has a PayPal account, and yes, why didn't he ask.

What really concerns me is that his email account is auto-trashing receipts from PayPal!

I was really surprised when I read the "to do" list to set the email account up so it wouldn't trash the PayPal emails and still there is no guarantee.

Hotmail is the issue
by: Anonymous

I have my email with Comcast. I can receive emails from friends on Hotmail, but they don't receive emails from me. They literally disappear in the ether somewhere...not even the junk mail folder. Of course, each of the companies blames the other, but since it only happens with Hotmail accounts, you know where I'm placing the blame. I would send a receipt as part of the order acknowledgment if you can set it up that way.

Customer Care
by: Chula Camp

I understand your concern for providing great customer service.

I have a company policy regarding receipts. I don't assume anything.

Each order I ship includes a copy of the order/receipt inside the package. If the order is a gift and a request has been made to drop ship the order, then I snail mail or e-mail a copy of the receipt to the buyer. There are too many variables in cyberspace. I work hard to be green, so I use recycled paper that I procure from my local S.C.R.A.P. non-profit.

Customer care is key in all aspects of the handcrafted industry.

Chula Camp
San Francisco

Hotmail....No Mail
by: Maryanne Murphy

Thanks for alerting us to this very interesting Hotmail situation.

I must admit that so far I don't send a receipt with an order, only a hand written thank you note. No one has even asked me for a receipt. Quite frankly I hope it stays this way with having one less thing to do.

Hotmail and Paypal
by: JLowe

I use hotmail and I get paypal reciepts! the user needs to add the paypal email address to his "good" list and it will not happen again!
In other words, It is his fault! If you can email a copy of the invoice, that should satisfy him. Gosh! Another "bad" grouchy customer blaming someone else!

Easy Solution
by: Dianne Culbertson

When a buyer goes through Paypal it makes it easy for me. I print my shipping label and a copy of the packing slip. So my customer gets an e-mail saying the item has shipped and they get a copy of the packing slip inside when they get their package. I don’t have to go to the Post Office, just hand the package to my mailman or if I choose I can go to the PO and drop it in the bin. It is not my responsibility to manage my customers’ e-mail accounts so I don't go into any of that. I try to keep things as easy and streamlined as possible so I can devote my time to designing.

Pay Pal
by: Mara

I have been buying online for my business & personal use for a number of years using Pay Pal and never had a problem - even when I use a credit/debit card and not my Pay Pal account. As soon as I confirm the order on the website I'm purchasing from, I receive 2 emails from Pay Pal - one confirming the order & the other showing how it will show on my credit card/debit statement. I have had a hotmail account for many years. Perhaps calling Pay Pal & talking with their customer service dept. about this issue would resolve the problem.
Good Luck....

PayPal
by: Millie

Mara, PayPal isn't the problem. Like I've said I've bought and sold using PayPal for years.Never, ever had a problem.

I was made aware of the Hotmail problem be searching out others who have had the problem. Apparently there are settings that cam be made to Hotmail that "everyone" isn't aware of or I wouldn't have had this happen.

I continue to be diligent in my efforts to provide great customer service. When I get an order with Hotmail listed I now go to the extreme to make sure they get a copy of their invoice.

What puzzles me is why wouldn't somebody check their PayPal account, an invoice is listed there too!

Blacklists
by: Lisa at Wild Gift Designs

Hi, just wanted to chime in on why some emails actually don't even make it to the spam box - some ISPs have what are called Blacklists in operation. Any ISP which has had X amount of spam from their relay servers is put into the blacklist and is NOT ALLOWED to enter the mail servers of the ISP blocking them. They simply bounce back or nothing at all. Also, some users have incorrectly set their Spam filters to delete all Spam instead of seperating it from the non-spam. A blacklist can also be setup using a blacklist server. The user setting this up has no idea if Y mail provider or even a whole domain is blacklisted on that list unless they check.

Also, if the user received one email which he marked as spam from Paypal and set his spam filter to delete all spam, this may be why he believes he never received your mails. I think he is a newbie. You don't have to have a computer science degree to setup hotmail or paypal.

Best, Lisa
www.wildgiftdesigns.com

Receipts plus
by: Carolyn

I always include a receipt with orders I ship (simply click print packing slip on PayPal) plus I handwrite thank you with my signature and include a couple business cards. A week after I ship it, I send my customer a thank you card from SendOutCards and include a percentage off coupon. This works very well for me. And costs almost nothing. If someone did that to me, as their customer, I would think they really appreciated me, and that's what I want my customers to know and feel.

copy what your favorite providers do
by: JoAnne Green

Because I don't always enter my new supplies into inventory as soon as they arrive and because some from overseas take time to arrive, I really appreciate receiving a packing slip with the delivery that includes the various prices for the multiple items. Consequently I have made it a practice to supply a such a packing slip for my customers.
I agree about including a business card and discount card. Think of your own purchases on line. Don't you tend to return to the provider who provided a business card for your file? I get my discount cards from Vista Print when they have a sale. Across the top it says Preferred Customer Discount. Return purchases here too.

My cue has always been to copy what my favorite providers are doing while tayloring it to my own sales.

JoAnne

Include comment in your Policies
by: Fran

I've seen several companies include a comment in their policies about making sure that:

1. they give you the same email that is in their PayPal account.
2. they put your email address as a contact in their email program.
3. to check their spam folder first if they don't see a receipt.

I think it's a good idea. This way, you cover your butt and help people who are computer challenged.

Invoices
by: Cheryl

I always include a copy of the invoice/receipt. Mainly so taht if the outside of the box and label get damaged, the post office will open the package and find the address inside.

Also reminds customer of what they bought/paid for it and how to contact me.

Click here to add your own comments