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Old 09-21-2011, 02:27 PM   #1 (permalink)
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Superior UV Technologies charges a customer late!

In mid April a new customer called and ordered about $2,000 in HP lamps from us. The lamps were shipped via 2nd air at a big discount. We charged the CC in full and received the approval code. This should be the end of the story.

Sometime in July it was brought to my attention that we had two unreconciled charges not posting in our bank account. Unfortunately I did not address this until August. After calling our CC processor it was determined that there was a mistake made on their end and the customer was never charged even though we received an approval code. I immediately contacted both customers to inform them we would be charging their cards again and to make sure they were not charged the first time. The first customer had no issue and was grateful for the extended terms. The second customer said they had no money but would call me back within the week to work out terms. After waiting a month and never hearing from them I went ahead and charged their card for the lamps they received back in April.

Did I do something wrong? They are threatining to report me to the BBB and to post on TanTalk.
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Old 09-21-2011, 02:29 PM   #2 (permalink)
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Re: Superior UV Technologies charges a customer late!

You did nothing wrong. The customer knew or should have known before you that they did not get charged.
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Old 09-21-2011, 02:33 PM   #3 (permalink)
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Re: Superior UV Technologies charges a customer late!

They did but are mad I charged them 4 months later.......

They claim I should have caught it sooner (they are right) but what difference is that. They should have caught it earlier and called me as well I guess.
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Old 09-21-2011, 03:05 PM   #4 (permalink)
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Re: Superior UV Technologies charges a customer late!

I swear after dealing with salons for 20 years, If I ever got back in on the disty side, It would be cash or a bank check.
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Old 09-21-2011, 03:59 PM   #5 (permalink)
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Re: Superior UV Technologies charges a customer late!

How did they not notice that the CC charge was not on the statement?

You did the right thing. There are many dishonest people in this business.
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Old 09-21-2011, 04:08 PM   #6 (permalink)
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Re: Superior UV Technologies charges a customer late!

She threatened to come on here so I told her I would do it for her

You have to hear the rants on my voicemail. I think she is forgetting that she is paying for the lamps she received. Nothing more and nothing less. Basically I gave her extended terms.....
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Old 09-21-2011, 04:14 PM   #7 (permalink)
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Re: Superior UV Technologies charges a customer late!

Sounds like she needs to go visit UBL.
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Old 09-21-2011, 04:31 PM   #8 (permalink)
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Re: Superior UV Technologies charges a customer late!

Quote:
Originally Posted by Robert K View Post
In mid April a new customer called and ordered about $2,000 in HP lamps from us. The lamps were shipped via 2nd air at a big discount. We charged the CC in full and received the approval code. This should be the end of the story.

Sometime in July it was brought to my attention that we had two unreconciled charges not posting in our bank account. Unfortunately I did not address this until August. After calling our CC processor it was determined that there was a mistake made on their end and the customer was never charged even though we received an approval code. I immediately contacted both customers to inform them we would be charging their cards again and to make sure they were not charged the first time. The first customer had no issue and was grateful for the extended terms. The second customer said they had no money but would call me back within the week to work out terms. After waiting a month and never hearing from them I went ahead and charged their card for the lamps they received back in April.

Did I do something wrong? They are threatining to report me to the BBB and to post on TanTalk.

You did nothing wrong. But.......

Not everyone manages their money as well as they should. They had it in April (we all do). They didn't have it in August. They SHOULD have. Just as they SHOULD have noticed they never got charged (and probably did....).

Only thing I would have done differently on your part - when they did NOT call you back within the week, I would have called them. And again until you reached them. And if they didn't pick up or return your call after several tries, THEN I would have left a message explaining you would be running their card the next day.

However --- all of that is just going over and above in customer service. In terms of BBB issues or anything legal or even anything ethical or anything else - you did nothing wrong. You had a business transaction - you did your end and because of a bank snafu, they didn't complete their end. You notified them. And you completed the transaction. Even giving them MORE time to try to adjust. You are in the right.
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Old 09-22-2011, 09:53 AM   #9 (permalink)
 
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Re: Superior UV Technologies charges a customer late!

Nothing done wrong....I would welcome the the extended grace period. You sold lamps and they used them. They now have to pay. Not your fault they do not have the money.
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Old 09-22-2011, 11:08 AM   #10 (permalink)
 
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Re: Superior UV Technologies charges a customer late!

It doesn't matter if they didn't have the money. They knew they were not charged for the product recieved thought they could get away with not saying anything and get them for free. They should not have spent the money that was already marked back in April for the lamps. She is just stressed and taking it out on you. You don't just have extra money to spend you have a debt to pay.
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