How to contact a customer?

[Rhyslarn Slade]

In the past few days I've been finding duplicate purchase transactions, either the customers buys two of the same item or buys one of the hair color packs and then buys the all-in-one pack that includes the item they had already purchased.

In one of the cases, the name associated with the transaction was their in-world name and I was able to contact them about the double transaction. They purchased twice because the smaller transaction didn't deliver. I offered them the option of a refund or "of equal value" pick from the other items I had for sale. That case was resolved without problems.

Now I have two more similar cases of multiple purchases but their marketplace name isn't the same as their in-world name. So how do I contact them and resolve the duplicate payment issue?

[bee Baroque]

the name listed in your orders reports is the customers (user/login) name (display names do not show up here), and if you see only one name this is a newer resident who never got a last name.

add "resident" as your customers last name when looking them up inworld and you should have a match.

[Rhyslarn Slade]

Thank you! I'll try adding resident to the last name and hopefully I'll be able to resolve this so it's not nagging me at the back of my mind all day long. I know I'll end up eatting the transaction fees from the marketplace transaction but it's worth it for the peace of mind.

 

(dratted typos)

[bee Baroque]

you're most welcome :matte-motes-smile:

i assumed the issue was that you were seeing customers with only one name, so that is what i based my reply on. if this wasn't the case, let us know and we'll try something else :matte-motes-smile:

[Zanara Zenovka]

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Rhyslarn Slade wrote:

I know I'll end up eatting the transaction fees from the marketplace transaction but it's worth it for the peace of mind.

 

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You can submit a ticket for a refund of commission lost when refunding customers for a 2nd purchase because of SLM non-delivery. (Brooke posted about it somewhere a while back). Just put it under "Marketplace - general issues" or something like that and include transaction records.

[Morgaine Christensen]

I want to say that I admire your style and your integrity for taking it upon yourself to do this for your customers. 

I have been in Old School Customer Service for many many years and find it refreshing there are others still out there that will go the extra mile for their customers. The attitude of most Customer Services today (tries to not look at the Lindens as she says this)  is serve the masses not the individual customer.  It's all about how many tickets you can get through a day rather than how many issues you can resolve positively for your customers.  Make it as hard as you can to be contacted about issues.  Take days or weeks to respond with non sensical information so the customer has to refile a ticket.  Argue with the customer.  Frustrate the Customer so they don't want to do business with you anymore. Give the least possible you can and call it good.

I find it refreshing to hear you are taking care of your customers and setting an example for others. I guarantee you that the next time those customers want a similar product they will make an effort to do business with you.  Not only that, they will tell their friends, who in turn will tell their friends....

Keep up the good work!