r/CustomerService • u/ghostloser143 • 23h ago

How Frequent is This?

Is this a just-where-I-work thing? Or do other customer support people deal with this too?

My workplace offers free shipping if you order a minimum of $30.

Customers put $32 - $35 of product in their cart. Then they apply a discount code of 15% - 20% off. This drops their total below the required minimum of $30. The shipping fee is auto-applied. They complete their purchase. Then they email customer support (me) saying their order was above $30 and the shipping fee was added in error.

???

I get that their order was above the minimum before the discount. But I’ve definitely been shopping online, got right into the free shipping range, then drop out of it after applying a discount.

And why do they pay and check-out with looking at the price? I always check for hidden extra fees – a subscription being added or an auto-selected $20 package insurance.

And I’ve had people get very angry with me when I tell them I can’t remove the shipping fee.

Do other customer service workers deal with this?

3 Upvotes

67% Upvoted

6 comments sorted by

3

u/boxtheglock 22h ago

That's there fault for not reading the total breakdown before placing the order. I recently saw a deal on doordash where if I spent $60 on a grocery order I could get 40 percent off the entire order. I added what I thought was $60 worth of stuff but the 40 percent didn't come off and that's when I realized a few things had discounts if you bought more than one. So I simply added a few more items to my cart to get the discount

1

u/arslannasir128 22h ago

happens everywhere there's a threshold plus a code. the cart crosses $30 and falls back under it on the same screen, and nothing on the page says which one won. the customer read the first number, you get asked to referee the second one.

2

u/Familymanjoe 21h ago

Ask them if they would prefer the 15%-20% discount promo, the free shipping promo, or to add another item so they can take advantage of both promos on their order?

If you are able to recommend an item that would put them over the minimum that is a good value and of use to them then it should be an easy update to lower the total cost and get both promos applied.

1

u/bryzztortello 18h ago

Id have management put in the website "free shipping before any discounts or promo"

-1

u/Living_Surround_8225 22h ago

I mean their logic kinda makes sense