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I've noticed an increasing number of issues cropping up where customers have been trying to contact the increasingly-overwhelmed customer service about an order, just to find the order has been dispatched before anyone got around to their message.
So, here's my suggestion:
Add a field where customers can place a note against an order. Any kind of note, really, "please contact me before shipping", "please cancel this", "please combine with order #xxxx", or whatever.
Then when the system comes around to processing an order, if there's a customer note on it, the system skips processing and charging, and instead flags the order as "urgent attention required" to ensure the customer isn't charged and the order shipped until whatever needs doing has been done.
I think that'd probably solve a lot of customer hassles, as well as making it a lot easier for CS to pay attention to those flagged orders as a priority instead of trying to manually filter the urgent order-related emails.
Chief Technical Officer
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The two main negative effects of that idea are that 1) It would delay those orders from getting fulfilled (which is a problem if the note says "please make sure this ships in time for my cousin's birthday!") and 2) it would create a second queue that would allow people who have placed orders to get ahead of everyone else, which is not necessarily fair.
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I think the solution is to add more customer support people. :)
P.S. Kudos on the full-ride insurance for a customer-support position. It's almost like treating your employees well makes them happy, or something. ;-)
Customer Service Dire Care Bear Manager
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I think the solution is to add more customer support people. :)
My empire expands.
My empire expands.
You frighten me. ;)
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My empire expands.You frighten me. ;)
When the revolution comes, our Benevolent Dictator will remember those who have trespassed against her empire.
Man, I am increasingly tempted to relocate and try to work for Paizo.
The two main negative effects of that idea are that 1) It would delay those orders from getting fulfilled (which is a problem if the note says "please make sure this ships in time for my cousin's birthday!") and 2) it would create a second queue that would allow people who have placed orders to get ahead of everyone else, which is not necessarily fair.
Meh, I didn't think of those - oh well, thanks for the feedback on my feedback! :)
