Need help transferring order to GCG

Support for buying and delivering products from Kitely Market to non-Kitely grids
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beverly Zauberflote
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Need help transferring order to GCG

Post by beverly Zauberflote » Sun Mar 27, 2016 6:42 pm

Ryanne Napoli ordered several items off of the market and didn't specify their avatar on the Great Canadian Grid. Is there anyway that you can forward the items to Ryanne Napoli on the Great Canadian Grid?
the order is number:

1000009723652
Purchase Date: 26-Mar-2016 22:17
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Ilan Tochner
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Re: Need help transferring order to GCG

Post by Ilan Tochner » Sun Mar 27, 2016 7:43 pm

Hi beverly,

That order contains 7 products from 3 different Kitely Market stores. All the items she purchased are listed as non-Transfer so we can't transfer them from her Kitely avatar to her Great Canadian Grid one.

What we can do is refund her PayPal transaction for this order if she re-orders the items and properly specifies her GCG avatar. Please inform her that we'll do so once she completes the new order (she or you can post here to let me know it's been done). Please also make sure she sees the instructions for how to specify delivery to avatars belonging to third-party grids: https://www.kitely.com/virtual-world-ne ... ly-market/
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beverly Zauberflote
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Re: Need help transferring order to GCG

Post by beverly Zauberflote » Sun Mar 27, 2016 9:16 pm

This happens a lot with new users. I know you expect them to read how things work, but the bottom line is people just don't read. I even have a warning in BOLD print on all my orders that they need to specify the avatar and grid they want to deliver to. This customer is not even aware she has a kitely avatar. not everyone that signs up on kitely for the market understands that they are creating an avatar in kitely.

I wish we could come up with a better method of making sure they are specifying the correct avatar and grid. And refunding, in my experience has to be done directly in order that i make sure they get the entire amount they spent. So i have to ask for their paypal email and i had one customer that didn't want to give that to me. It is all around very annoying for everyone concerned (including you i am sure).

Maybe when people create an account we could ask the question "do you ever intend to have items delivered to your kitely avatar OR to another avatar at another grid". Then gather the other avatar/grid info as their default for the market if they say they won't deliver to their kitely avatar. it also tells users that sign up for the market that they are in fact creating an avatar in kitely.

just some ideas, i am really frustrated with this issue and wish we could avoid this problem as much as humanly possible.

*end of rant*

i sent your message to here re. redoing her order. I will let you know if/when she reorders. Thanks for your help Ilan and sorry for the rant...sometimes i just have to let it outtttttttttttttttttttttt or i splode
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Re: Need help transferring order to GCG

Post by Ilan Tochner » Mon Mar 28, 2016 12:00 am

Hi beverly,

There is an option to refund the entire amount your customers paid for your items in KC (even if they paid for them via USD). It is located in your store's Sales History page. The reason why we don't enable direct refunding via PayPal is that people's orders can include items bought from multiple merchants at once and there are technical limitations that prevent us from issuing partial PayPal refunds automatically.

We placed the "Deliver To" option in an highlighted box at the top of the Kitely Market shopping cart and changed the option that delivers items to people's Kitely avatar to be called "My Kitely Avatar" (when it is selected we explicitly list Kitely as the delivery target and the user's Kitely avatar's name as the recipient). While the great majority of buyers make sure to verify that they set the Deliver To option to their desired grid and avatar name, some people who want to buy items for avatars on third-party grids don't do so. This happens not only to new users but to people who have bought items from Kitely Market in the past as well.

The solution to this problem requires understanding what is causing people to be confused and addressing it in a way that will not reduce usability for the people who don't get confused. To clarify, reducing confusion by even 90% will not be worth it financially (for us or for the merchants) if the additional barriers we add to transaction completion result in even a 1% reduction in the sales volume of the people who don't get confused.
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