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  • Customer won't pay

    Ok back in March someone ordered off my site. I thought I captured the payment and here it was only authorized. I was just filing my taxes last week and noticed this was unpaid. I spoke with the lady and she said she had to check her bank statement and would get back with me. Now they are avoiding my calls like the plague, Surprise Surprise. Am I totally screwed on this matter or is there some way for me to recoup my money?

  • #2
    Unless you want to start getting lawyers involved, you are probably screwed. So unless the amount is in the thousands of dollars, I doubt it is worth it.

    You could try printing out an official-sounding letter demanding payment and mail it to them certified mail. It might scare the payment out of them.

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    • #3
      How much was the transaction? Can you contact your credit card processor and see what you can do through them?

      The more time that passes the harder it will be to collect.
      http://www.pack-secure.com

      Packaging and Shipping Supply Specialists

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      • #4
        I contacted them and they advised me to email or call the customer. I did get a hold of the person and she claimed she was charged. She said she wanted to look over her bank statement to make sure. Low and behold she wont return my calls. It was for $35. Is it possible to block her IP, that way she couldn't order from my site? Not like she is ever going to order from me again, its just for peace of mind I guess.

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        • #5
          You can block her IP from the Order Detail page, it's easy to do. But it probably isn't worth it -- most people's IP changes every few days. I would just take this as a relatively inexpensive lesson and carry on.

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          • #6
            We ran into the same issue a couple of times and both times they did not pay. Oh well, cost of doing business.
            It just happened again, but luckily they had an store account and we were able to do a rebillable transaction on Authorize.net without even contacting them. I guess this one time paid for the Auth.net CIM feature.

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            • #7
              Um, can someone explain the "authorize" vs. "capture"? I want to make sure that EVERY TIME an order is placed on our website, the payment is captured/processed/put in our bank, etc.

              Is this something that is a setting in the 3D store/admin, or just with the Payment Gateway (Processor)? We've never noticed anything strange with short money or anything like that, but I'd hate to find out the hard way.

              Thanks!
              James

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              • #8
                It is a setting on 3DCart's end that is passed along to Authorize.net. Authorize transactions are what we used to do. You authorize a sale for $X, and when you ship it you send a second request to Authorize.net to capture the funds.

                We use ShipWorks now which doesn't have support for capturing funds in it, so we now have 3DCart set not to just authorize. It captures in the same step. So we will never be short funds.

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                • #9
                  Thanks for the clarification. We don't use Authorize.net, but could you tell me where to go to find out that setting within 3D Cart so that I can check to make sure it isn't anything enabled for our CC processor (not that I recall clicking a box to allow such a thing, but just in case it's a default setting or something).

                  Thanks!
                  James

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                  • #10
                    It would be in the payment methods setup for the particular gateway you use (setting>payment>online methods) It would be a checkbox that says Authorize Only. Don't check it if you want to capture.

                    However, the standard procedure these days is to only capture funds when you ship the products unless you are doing some custom product or such. If you will capture immediately, make sure you list this in your policies very clearly. You might get some irate customers if you cannot ship immediately but you have charged their card.

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                    • #11
                      Goes both ways. We capture upon sale with a 3 days to ship or contact policy.
                      I've was confused in the past and we've had customers confused (depends on bank) with auth hold, capture, and then release of funds on there account listings for one purchase. though not as common now they think they've been billed twice if the funds aren't released immediately. We've only had one complaint on the capture method in the last year and was my fault for missing marking it as shipped for 3 days. It was actually due to be delivered same day as the complaint and offered apologies for the over site. Must have been a lucky day.
                      Last edited by mondo; 07-20-2013, 05:32 PM.

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                      • #12
                        We've had the same issue with forgetting but our customer was OK.

                        What I suggested to 3d some time ago was an option to "Auto Capture on shipped status".

                        For me, it seemed logical that you want to capture when you ship and linking the two together would streamline the process.

                        Maybe if enough folks need this they will work it into an upgrade?

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                        • #13
                          Our system is set to capture immediately. We also have Authorize.net set to email us, not the customer, as soon as the transaction takes place.

                          So we immediately get the order email and authnet payment transaction at the same.

                          Click to see order email, click to see payment email, all is good.

                          If for some reason you don't receive the payment email you can begin researching.

                          I would set to capture and also enable an email from you're processor when a payment is received.

                          If you're too busy to watch that stuff, then $35 should be a diddly amount to you and go on the P&L as "Bad Debt" expense.

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                          • #14
                            Originally posted by elightbox View Post
                            However, the standard procedure these days is to only capture funds when you ship the products unless you are doing some custom product or such. If you will capture immediately, make sure you list this in your policies very clearly. You might get some irate customers if you cannot ship immediately but you have charged their card.
                            Thank you! Yes, we do our best to outline/explain any production lead times in several places on our website -- product pages, terms & conditions, etc. It's almost always understood, but we do get the occasional customer who didn't see it. However, our lead times are usually only 2-3 business days or so...

                            Thanks again!
                            James

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