Astute customers may have noticed that our checkout process has changed dramatically over the past couple of weeks thanks in part to an update rolled out by our web hosting solution as well as some follow-up calls from yours truly explaining why the update broke some important features, most notably shipping. In any event, after spending some time on the phone with various technicians, the shipping options are now integrated into one drop down menu and includes all three major carriers we use along with different delivery options.
In hindsight, I’ve learned a long time ago that while technicians are great at performing functions such as rolling out highly technical updates, they need to be reminded of the fact that certain commercially important factors — such as making available differing shipping options — need to be present at checkout, particularly at this time of year when some customers may need to receive their parcels in quicker fashion to avoid holiday-related delays.
Now, on to a separate matter that has mushroomed over the past year or so. We’ve decided that after twenty-five years of doing business in the ether we can no longer accept pre-orders without accepting payment first. In the past, we typically had to contact the customer to obtain their billing information so that we could obtain a new authorization code, which then allowed us to get paid for the transaction. We’ve found that sometimes the customer was unwilling to provide their CC information either by phone or via messaging protocol, so we were, in effect, stuck with laying out money for an item(s) without getting paid. Now, I can understand a customer’s trepidation with giving out their information outside of a secure means of payment but from our vantage point, this issue was becoming problematic and was no longer sustainable from a financial standpoint. So, going forward, customers will be billed at the time their order is being placed not upon the date it is being shipped out. We recognize this could be an issue for some but hope you also understand that we can no longer lay out money for a customer in the hopeful event that we will one day get paid for the transaction. Other dealers may feel differently, so we fully understand if you can no longer place your pre-orders with us.