@Anonymous wrote:
What is the point of asking a question on here when we are told, 'We will pass it back to the team, and get back to you' - then nothing happens.
I asked a question months ago, which Kat was looking into for me. She did update me once a few weeks after to say it was still being looked at, but nothing since. (I know she is on maternity leave now, but this was well before that.)
I asked another question 2 weeks ago which Marco was dealing with - again, nothing back.
The first question was why sometimes I don't get a fee credit when making a (voluntary, not forced) part refund. OK, we are only talking pennies here, so it's not too important.
However, the second question was why did a buyer buy 7 items at the same time, pay for 6 in one go, and get my set postage discount, as they should. Then pay for the other one separately but only pay the 'each extra item' cost postage. I checked, and the purchases were treated as 2 'transactions' (I was charged the 30p fixed fee on each) - so the buyer should have paid full postage for the single item.
My concern was (and still is), that if a buyer buys 6 items and pays for them individually, I will get 6 x 30p transaction charges, but they could get the discounted postage, which would put me out of pocket. And this IS important, because if that is the case, I need to get rid of the auto postage discounts and just do them manually, so that I can deduct the extra 30p charges from the discount.
Hi @Anonymous,
Thanks for your question. In some situations here we are taking members feedback, that is when you will see that we are sending it over to a team. We believe in setting expectations of what is happening. If my next step is to pass feedback on we want to share that's what we are doing. We then share what we can back to the community.
In your two examples they are more so issues we can investigate further. I apologise for the delay in hearing back from us on them. We have had a lot of absence and movement of staff over the last few months and this looks to have fallen through the gaps.
I'll take on these two issues for you. Could you bring me up to speed with examples and further information either here, in PM or in a separate thread?
I'll do what I can to help.
Thanks,
Katie
