| Discussion Forum: Thread 187623 |
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| | | Author: | qwertyboy  | | Posted: | Apr 20, 2015 10:24 | | Subject: | Quote cancellation | | Viewed: | 295 times | | Topic: | Suggestions | | Status: | Open | | Vote: | [Yes|No] | |
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| For a second time in two days, a quote which we replied to was automatically
canceled because an item was bought by another customer. This has left us with
very upset customers.
While I understand these quotes are no longer valid, having them canceled automatically
without any explanation (especially to the customer) is unacceptable. If
the system is able to cancel quotes for this reason, the system should at least
send a simple email to the parties involved.
As well, currently there is no way of telling why quotes were canceled. You cannot
even tell if the customer decided to cancel, and you cannot easily tell if the
system auto-canceled by comparing quote change and order creation times, as cancellation
appears to happen "some time" within an hour of order placement.
So my suggestion is twofold:
- Send both buyer and seller an email whenever a quote gets canceled and put
the cancel "trigger" in the message (like either "canceled by buyer" or "canceled
by system because item xxxx is no longer available");
- Record the reason for cancellation in the quote request, so this is available
for future reference.
Tnx, Niek.
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| | | | | Author: | bb76155 | | Posted: | Apr 20, 2015 10:52 | | Subject: | Re: Quote cancellation | | Viewed: | 61 times | | Topic: | Suggestions | |
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| Unfortunately, we have had the same problems. Due to this we have stopped allowing
Quotes through the Brick Link system. We have gone back to just allowing customers
to email us asking about a quote and placing items on hold for them until they
decide.
Tamara
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| | | | | Author: | qwertyboy | | Posted: | Apr 20, 2015 15:03 | | Subject: | Re: Quote cancellation | | Viewed: | 51 times | | Topic: | Suggestions | |
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| Just had to tell a third customer their quote got cancelled without explanation.
Are the two shops in this thread really the only ones having issues with this
implementation?
A message to both seller and prospective buyer is easy to implement and would
go a long way towards mitigating some of the frustration.
Niek.
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| | | | | | | Author: | Royroy | | Posted: | Apr 20, 2015 19:19 | | Subject: | Re: Quote cancellation | | Viewed: | 47 times | | Topic: | Suggestions | |
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| In Suggestions, qwertyboy writes:
| | Just had to tell a third customer their quote got cancelled without explanation.
Are the two shops in this thread really the only ones having issues with this
implementation?
A message to both seller and prospective buyer is easy to implement and would
go a long way towards mitigating some of the frustration.
Niek.
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Never had the issue myself, but I can imagine it is a very lousy buyer experience
to those where it happens to.
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| | | | | Author: | BLUSER_453707 | | Posted: | Apr 21, 2015 01:16 | | Subject: | Re: Quote cancellation | | Viewed: | 54 times | | Topic: | Suggestions | |
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| In Suggestions, qwertyboy writes:
| | For a second time in two days, a quote which we replied to was automatically
canceled because an item was bought by another customer. This has left us with
very upset customers.
While I understand these quotes are no longer valid, having them canceled automatically
without any explanation (especially to the customer) is unacceptable. If
the system is able to cancel quotes for this reason, the system should at least
send a simple email to the parties involved.
As well, currently there is no way of telling why quotes were canceled. You cannot
even tell if the customer decided to cancel, and you cannot easily tell if the
system auto-canceled by comparing quote change and order creation times, as cancellation
appears to happen "some time" within an hour of order placement.
So my suggestion is twofold:
- Send both buyer and seller an email whenever a quote gets canceled and put
the cancel "trigger" in the message (like either "canceled by buyer" or "canceled
by system because item xxxx is no longer available");
- Record the reason for cancellation in the quote request, so this is available
for future reference.
Tnx, Niek.
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No, it has happened to me as well. Requested a quote from a seller in Europe
to verify the shipping cost. They replied and before I could purchase... gone.
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| | | | | Author: | qwertyboy | | Posted: | Apr 1, 2023 12:26 | | Subject: | Re: Quote cancellation | | Viewed: | 69 times | | Topic: | Suggestions | |
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| In Suggestions, qwertyboy writes:
| | For a second time in two days, a quote which we replied to was automatically
canceled because an item was bought by another customer. This has left us with
very upset customers.
While I understand these quotes are no longer valid, having them canceled automatically
without any explanation (especially to the customer) is unacceptable. If
the system is able to cancel quotes for this reason, the system should at least
send a simple email to the parties involved.
As well, currently there is no way of telling why quotes were canceled. You cannot
even tell if the customer decided to cancel, and you cannot easily tell if the
system auto-canceled by comparing quote change and order creation times, as cancellation
appears to happen "some time" within an hour of order placement.
So my suggestion is twofold:
- Send both buyer and seller an email whenever a quote gets canceled and put
the cancel "trigger" in the message (like either "canceled by buyer" or "canceled
by system because item xxxx is no longer available" ;
- Record the reason for cancellation in the quote request, so this is available
for future reference.
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Bumping this suggestion, as customers keep getting confused and upset about quotes
being canceled without any explanation.
Please consider sending a simple message to both seller and buyer when the system
decides to cancel a quote for this reason. It has been nearly 8 years since the
original suggestion. This should not be rocket science.
Thanks.
Niek.
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| | | | | | | Author: | BrickMinions | | Posted: | Jun 19, 2023 15:13 | | Subject: | Re: Quote cancellation | | Viewed: | 60 times | | Topic: | Suggestions | |
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| I agree this should be implemented!
Also, please also fix the issue where if any item in the Quote Request is reserved
*for the buyer requesting the quote*, the request is cancelled immediately after
submission without explanation. Think about how absurd this is. The item is allowed
to be placed in the buyer's cart, because it is reserved for them. But upon
submission, the quote is cancelled... because an item is reserved.
This is an outright bug that cost me a sale. Just past week I had a buyer attempt
to request a quote 3 times. The order was worth 100's of USD. They all got
cancelled without either of us being notified, and the buyer sends me an irate
message asking why I keep cancelling their quotes. He got frustrated enough that
he decided not to buy despite my offering him free shipping.
Here's a relevant thread from 2022:
https://www.bricklink.com/messageThread.asp?ID=324389&nID=1352503
Thanks,
Adam
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Canada, Alberta
USA, Texas
Netherlands, Overijssel
