Website Returns problem

[faccjd]

I've been trying to log a return most of the afternoon to no avail.

I got no joy speaking to anyone via the phone, so after 20 minutes I tried the web-site.

I logged in to it via my account, chose the order to return, filled in all the required details and ........... eight times (I think) I've then had an incorrect log-in message.

Not very impressive !

I then tried the beta Instant Messenger tool + within 10 minutes I had this reply :-


[17:03:21] <David> Hello Sir, sorry about the delay in response, I have arranged for a CS Rep to give you a call tomorrow morning regarding your faulty item.
[17:05:35] <Lil> Your returns number is XXXXXXX yes we will refund your return postage upto 3.80 if you return the receipt I have requested a refund for the item for you so you can order a replacement whenever you like
[17:07:37] <Lil> I am sorry but I have to close this session now thank you for your contact.

Much more like it :) :)

[David T]

:oops: That was me on there last night, and as we finish here at 5pm (I had to rush off to pick up my daughter from nursery, otherwise I would have done it myself!) I didn't think there was any staff left to finalise the messages left over so I was arranging call backs for the morning.
However one of my staff kindly decided to stay late to cover the rest of the messages that we had come flooding in a few minutes to 5pm :lol:

Sorry about the website there giving you hassle, I've given it a quick check and it seems to be running ok at the moment (just generated a rtn for something of mine I brought a while back to test it) It's usualy only the "manufacturers code" bit that causes customers any trouble, luckily that section is not a required field.

I've found that the best way to use the site is to log in first before doing anything else as this seems to solve the majority of problems.
Also the web admin team recommend using IE over other browsers where possible and to make sure any Internet Security programs arn't blocking anything.

If you have any other problems let me know and I'll get it looked into :)

[Boris]

Test

[faccjd]

I'm still a bit confused by how this returns system is supposed to work.

I sent my faulty memory back to you a week ago with a request for you to replace it. There are now 2 returns items showing for the same item. The returns tracking on both says that you have received it (about 4 days ago ?) - but how do I tell if/when you've sent the replacement ? - and how can I track the delivery to me ?

Do you (Novatech) create a replacement order ? - if so I can't see one on my account.

[Danno]

when an item is refunded or replaced it will look like two of the items are on the order. if an item is to be refunded it will have a quantity of -1, its its to be replaced the cost should show as £0.

i have never used the customer account section online so am not sure exactly what it looks like.

when items are added or refunded a second invoice is created, this may look like a new order.