Incomplete Purchase Orders

Has anyone else been experiencing an increase in the number of purchase orders placed but not completed? I have had two this month where they requested to purchase an item, was sent an invoice, then nothing else happened. No more correspondence from the customer. I sent reminders, etc. No sale was made. Is there something in the water these days???

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Permalink Reply by Charmed Life on February 14, 2012 at 10:52pm

I have 3 open purchase orders right now ... tomorrow I send them "final warning."

Not usual with Ruby Lane shoppers.

Permalink Reply by 2Hearts Uptown @Ruby Lane on February 15, 2012 at 12:06am

We did have a discussion a couple months ago about scam orders by buyer(s) using two first names as a first/last name. Those were money order purchases, and of course no money order ever came. I never did understand what they were trying to do - mischief, virus, ?? They even sent follow-up emails extending the scam.

I have had some challenges with both money orders and with processing credit cards (using Square, an IPhone app) and it can be a hassle to get the information from the customer. I've gone back to just PayPal with a check under "other payment" to contact me if they need to use something other than PayPal.

Happy V-Day,

D'Anne

Permalink Reply by Gardenartus Antiques on February 15, 2012 at 6:27am

Yes the past year it seems to have gotten much worse and we have had a few returns both which at this rate are very rare for Ruby Lane. Economy? Now we block all non payers, just don't have the time or energy for the hassle.

Permalink Reply by CheriShops - Admin on February 15, 2012 at 6:40am

Yes, it has been increasing

I just wish they would have the courtesy to reply to us and let us know they are canceling the order....

Permalink Reply by Swanky Selections on February 15, 2012 at 12:50pm

It's not uncommon for me to have at least 2 sometimes more 0f incomplete purchase orders in lets say 6 orders. In each case I give them a bit of time then send them a "is there a problem, perhaps I can help" email after that a "please let me know as this item cannot be purchased" email. 99% of the time I get no response. It's very tiring and frustrating.

I just wish they would be upfront about it or better still, be absolutely sure that they can pay before filling in a purchase order. One response I did receive, the lady had thought she had paid me, but couldn't now as the money went elsewhere. Goes to show that we can't get excited until the money actually shows up. In real estate it's referred to a "buyer's remorse".

As for it being unusual for Ruby Lane, I think it will increase as the customer base increases. More visitors is great but we are bound to get more of the flakes and scammers as well. It's the way of the world unfortunately.

.....oh yes, my sales are particularily slow right now, why? who knows. I'm glad that the first show of the year for me is March 2nd. Lots of work, yes but sales are usually worth it.

Barbara

Swanky Selections

Permalink Reply by Gardenartus Antiques on February 15, 2012 at 3:16pm

I hear you if they did that we would have no problem because we all make mistakes and that can be forgiven.

CheriShops - Admin said:

Yes, it has been increasing

I just wish they would have the courtesy to reply to us and let us know they are canceling the order....

Permalink Reply by The Old Grey Mare on February 15, 2012 at 4:05pm

Sometimes people just back out, and I think they are then ashamed to say so. I totally agree that Buyers Remorse is a problem. But sometimes it's other reasons, and to make a sale, I'll pursue it. If I don't hear from someone for four or five days after I send the invoice I send them the invoice again. I put a note at the top that I had sent it to them when they placed the order, and perhaps they haven't received it. I also add that if they have changed their minds, no worries, just let me know. Pretty often, I get an email back, they forgot about it, or they thought they had paid, or they were ill, whatever, and the sale goes through. I try to remember that not everyone is adept at buying online. Last Friday, I got a purchase order, the buyer wanted to pay by Visa. I responded, told him his options for paying by credit card, either through email or phone call. I hadn't heard back from him, so this morning, I resent the invoice, with my note. I just got an answering email from him. He very much wants the item, but he is new to computers, has never bought anything online and has heard horror stories about paying online using a credit card. He said "I just want to be careful and safe." Because of his concerns, he didn't do anything about my invoice, just sat on it. So I'm going to suggest he consider a PayPal account, and I'm pretty confident that I'll make this sale. I agree that there are deadbeats out there, but I'm also convinced that many buyers are confused or unsure of how to proceed and need some help. I hope I don't sound like I'm preaching, it's just my thoughts, because I get so many phone calls from people who are confused about buying online.

Permalink Reply by Gardenartus Antiques on February 15, 2012 at 4:17pm

We send out several emails through Ruby Lane, personal direct ones in case either one gets caught up in their spam folder, and sometimes a PayPal invoice before we give up. We sure don't want to discourage a sale or a buyer but after a week to 10 days and many attempts with no communication back we do block them. If they do email us back and let us know such and such happened or they changed their mind that is completely understandable and no problem. It is the lack of communication that shouts out they don't plan on getting in contact with us or plan on paying that makes us just say OK enough time spent. blocked, because I sure don't like having to play that out with the same customer more then once which we have done in the past. I like to give the benefit of the doubt but enough is enough at times.

Dexter Grass said:

Sometimes people just back out, and I think they are then ashamed to say so. I totally agree that Buyers Remorse is a problem. But sometimes it's other reasons, and to make a sale, I'll pursue it. If I don't hear from someone for four or five days after I send the invoice I send them the invoice again. I put a note at the top that I had sent it to them when they placed the order, and perhaps they haven't received it. I also add that if they have changed their minds, no worries, just let me know. Pretty often, I get an email back, they forgot about it, or they thought they had paid, or they were ill, whatever, and the sale goes through. I try to remember that not everyone is adept at buying online. Last Friday, I got a purchase order, the buyer wanted to pay by Visa. I responded, told him his options for paying by credit card, either through email or phone call. I hadn't heard back from him, so this morning, I resent the invoice, with my note. I just got an answering email from him. He very much wants the item, but he is new to computers, has never bought anything online and has heard horror stories about paying online using a credit card. He said "I just want to be careful and safe." Because of his concerns, he didn't do anything about my invoice, just sat on it. So I'm going to suggest he consider a PayPal account, and I'm pretty confident that I'll make this sale. I agree that there are deadbeats out there, but I'm also convinced that many buyers are confused or unsure of how to proceed and need some help. I hope I don't sound like I'm preaching, it's just my thoughts, because I get so many phone calls from people who are confused about buying online.

Permalink Reply by Swanky Selections on February 15, 2012 at 7:41pm

I agree that some people are a bit afraid of on-line buying and /or they don't know how to proceed, when that is the case I always get a response back once I inquire. In those instances, I guide them through the process and we all are happy as clams. I've no problems with these people, I understand that it may seem daunting to some.

Those buyers are different than the ones that never respond at all no matter how often you send reminders or re-send the invoice or use the "perhaps you didn't receive it the first time" reminder. There are those out there who just don't care. In my opinion, these instances will occur more often based strictly on the increase in traffic to the Ruby Lane site. Along with the wheat you get the chaff. As I said "just my opinion".

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 7:51am

Just lately I've been having an increase in unpaid purchases. Usually that's not a problem on RL but for some reason I've had a few of these in the past 3 weeks.

Permalink Reply by Gardenartus Antiques on February 16, 2012 at 9:39am

While we are on this discussion we have at times wanted to ask if they have changed their minds about purchasing the item but don't want to discourage the sale. Does anyone ever write the customer to ask them this?

Permalink Reply by Swanky Selections on February 16, 2012 at 4:22pm

I've emailed a couple of "customers" inquiring just that. I've said more or less, "if you have changed your mind about the item I understand, unforseen things do happen. Please just advise me so that I can put the item back into my shop. It just sits in limbo otherwise, no one else can purchase it."

We could go on and on about more emails or stating things another way, whatever. I firmly believe that most just don't care. It would take a bit of time and effort to respond, so they don't. A non payer is a non payer is a non payer and we can't do much about it.

As for discouraging a buyer with this type of inquiry, said email is a last resort, it only goes out if you are pretty much sure that this is a non-sale. Lets face it by this time it's a last ditch effort.