Merchandizer eCommerce Blog ArticleWhen Ecommerce Billing Mistakes Happen
When Ecommerce Billing Mistakes Happen
After you have set up your website, shopping cart, and merchant account and you have all your checks and balances in place, you will eventually have to address a billing mistake.
Ecommerce billing mistakes can happen for a myriad of different reasons, they can be something serious like credit card fraud, a simple mistake on the customer's part, such as ordering 2 of a product when they only wanted one, or it could be (though this happens very rarely) computer issues. When you get contacted about a billing error, rather than annoyance at whatever the situation is, look at this as a golden opportunity. This is a fabulous time to do a little customer service and if you handle this issue in a satisfactory manner, you will probably see repeat business from this little financial error.
If the error is due to credit card fraud, tell the customer to immediately to contact their bank and let them know about the fraud. Additionally advise them to contact the three credit bureaus to have a statement put on their file, as often criminals attempt to establish accounts in unsuspecting individual's names.
If the error was simply due to an input error by the customer or computer glitch, you can correct the error immediately and refund the portion of their payment they are due. After doing so, thank them for their business and letting them know about the oversight and additionally, ask if they feel you handled this situation to their satisfaction. If it wasn't, pay attention to the complaint, it's a good way to learn about handling customers. You obviously can't please everyone, but you can learn to make almost each and every one of your customers 100% satisfied, even when mistakes happen.
After you have set up your website, shopping cart, and merchant account and you have all your checks and balances in place, you will eventually have to address a billing mistake.
Ecommerce billing mistakes can happen for a myriad of different reasons, they can be something serious like credit card fraud, a simple mistake on the customer's part, such as ordering 2 of a product when they only wanted one, or it could be (though this happens very rarely) computer issues. When you get contacted about a billing error, rather than annoyance at whatever the situation is, look at this as a golden opportunity. This is a fabulous time to do a little customer service and if you handle this issue in a satisfactory manner, you will probably see repeat business from this little financial error.
If the error is due to credit card fraud, tell the customer to immediately to contact their bank and let them know about the fraud. Additionally advise them to contact the three credit bureaus to have a statement put on their file, as often criminals attempt to establish accounts in unsuspecting individual's names.
If the error was simply due to an input error by the customer or computer glitch, you can correct the error immediately and refund the portion of their payment they are due. After doing so, thank them for their business and letting them know about the oversight and additionally, ask if they feel you handled this situation to their satisfaction. If it wasn't, pay attention to the complaint, it's a good way to learn about handling customers. You obviously can't please everyone, but you can learn to make almost each and every one of your customers 100% satisfied, even when mistakes happen.
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