Order 7443232 and 7511926 (replacement)


Customer Service


Good Morning,

I just placed an order with the usual problems. The shipping is messed up again. This time around there was an instant authorization for an amount that does not match any total I can see.

I also took another look at the replacement order and there is some odd cancellation of part of the order that happened on October 4th. The other 2 packages should be here today.

If you could take a look at these issues I would appreciate it.

Thanks,
Fran

Customer Service Representative

Hello Fran Crowe,

The shipping on order 7443232 should now look as expected. I have sent you a new confirmation email for this order.

The canceled items on the replacement order is just a display quirk of the way the order had to be set up. Our system defaults to replacing the full quantity of the line item. Due to only some copies of certain line items needing to be replaced, we had to "cancel" the unneeded replacement copies. While this is a confusing way for them to display, this is how it is done, and it is intended and correct.

If you have any further questions or concerns, please let me know.


Sam Phelan wrote:

Hello Fran Crowe,

The shipping on order 7443232 should now look as expected. I have sent you a new confirmation email for this order.

The canceled items on the replacement order is just a display quirk of the way the order had to be set up. Our system defaults to replacing the full quantity of the line item. Due to only some copies of certain line items needing to be replaced, we had to "cancel" the unneeded replacement copies. While this is a confusing way for them to display, this is how it is done, and it is intended and correct.

If you have any further questions or concerns, please let me know.

Thanks for the fix. I was confused on the replacement order because it had the correct total items initially, but after reviewing (and the cancellation), it is missing 3 books. I sent an email about it.

I just placed another order that will need the shipping fixed like the rest. 7527015

-Fran

Customer Service Representative

Hello Fran,

Order 7527015 appears to already be on a pick list in the warehouse. I took a look at it to ensure that it had the correct information, and it appears to have chosen the cheapest shipping option: $21.13 as opposed to any change I make increasing it to $24.01 and up. So it appears that this one has calculated its shipping correctly.

As to your other question. I have deferred the answering of that to my coworker who originally set up the replacement, as they will have more context for the order. They will reply to your email.


Sam Phelan wrote:

Hello Fran,

Order 7527015 appears to already be on a pick list in the warehouse. I took a look at it to ensure that it had the correct information, and it appears to have chosen the cheapest shipping option: $21.13 as opposed to any change I make increasing it to $24.01 and up. So it appears that this one has calculated its shipping correctly.

As to your other question. I have deferred the answering of that to my coworker who originally set up the replacement, as they will have more context for the order. They will reply to your email.

Ugh. Where do all these different numbers come from? (You don't have to answer that) Yes, I wanted the cheapest shipping option. The checkout showed 2 packages with a different total and my confirmation email showed a different incorrect total with 2 packages and shipping of $30.48. The current order page shows the $21.13 and that is fine, but oddly it is showing as 1 package and they are usually separated by packages of 15 lbs or less. If you say the order is good, excellent, but I never know what total to trust when 2 or more packages are involved and what problems it will cause with payments...

Customer Service Representative

Hello Fran,

It's no problem. I can see from the email you sent which included your email confirmation that it did give you different information than I was seeing and that is confusing. I also wish I knew why it displays such different numbers sometimes. I have to assume that it may sometimes not re-calculate the shipping costs when items in the order are regularly changed and switched out, causing it to get stuck on a number which is, by the end, inaccurate. This is merely speculation though.

While I do wish the confirmation email had been accurate, I am at least happy that the order itself, its shipping, and the charge appeared to have chosen the best options we could offer you!

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