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Topic: FIFO - It seems a lot of folks don't understand

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Subject: FIFO - It seems a lot of folks don't understand
Date Posted: 6/23/2009 6:58 PM ET
Member Since: 2/22/2008
Posts: 908
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From a couple of days ago, I wrote:

When someone orders one book from me, I PM to let them know I run a 3 for 2 deal.  I have had a LOT of customers try to order a second book from me, that got caught up in the FIFO thing.  They think they ordered a second book from me when they really ordered it from someone else.   The last person said  the order was already accepted by the FIFO person and the wrapper was printed, so they could not cancel the order.  Is there not a clear enough explanation for this on the site?

Today I got home and I had three add on orders from three separate customers and they ALL THREE got into the FIFO.  Now I have to explain to each of them, get them to cancel the FIFO orders, and reorder from me.  The last person that did this said the wrapper was already printed and she couldn't cancel from the other person.

Can't this be changed somehow?

Deborah

Date Posted: 6/23/2009 7:02 PM ET
Member Since: 2/15/2009
Posts: 65
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Perhaps when you send your first PM to the requestor, you could include the link to the Help document about ordering directly from your bookshelf, and not from the book description page. 

Date Posted: 6/23/2009 7:02 PM ET
Member Since: 8/16/2007
Posts: 15,185
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Since the system is designed to use the FIFO system and it is happening due to errors on the requester's end, I doubt anything can be done. You'll just need to stess to people that they have to make sure they stay on your shelf and not go into the book details. The page will say ordering from "specific member" if they are, if they don't see that wording they've done something to get off of your shelf and need to find their way back there.

eta: I'd also recommend to them that as soon as they've placed the order, they should go to the book request and hit the PM or Order More From Member button to confirm the order was sent to you. That way they catch it in the 1-hr buyer remorse period and cancel before wrappers can ever be printed.



Last Edited on: 6/23/09 7:03 PM ET - Total times edited: 1
Geri (geejay) -
Date Posted: 6/23/2009 8:57 PM ET
Member Since: 9/2/2008
Posts: 9,088
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I was trying to order a book from someone in a deal and ended up in the FIFO.  I really don't know how.  I was able to cancel quickly and got back to the original shelf and things were okay.  I think I did it when I looked at a description but I'm not sure.  I think in your original PM you have to stress that they stay on your bookshelf. 

Date Posted: 6/23/2009 10:30 PM ET
Member Since: 5/10/2005
Posts: 2,350
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Yes, if they look at a description then order it won't go to you.  They have to order from the shelf!

The easiest way is via "Order more from Member" on the account page.  I also tell them to double check the shelf.  I haven't had as much trouble as you have, so hopefully it's just a spate of bad luck!

Date Posted: 6/24/2009 1:46 AM ET
Member Since: 11/14/2005
Posts: 6,421
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I agree with the need to be very clear on how to NOT get out into the FIFO by making sure they understand that if they go look at the book's description, they need to make sure they get back onto your shelf before ordering and that they need to make sure the use the "Order more from this member" and be sure that it has your name on the page when they do so. Also, tell them to go to their main account page to the order and verify by using the PM button on the order that you are the sender.

Seems like a lot of training for you to have to do (having it mostly typed up and just customizing it a bit for different people) but much better than having to deal with them afterwards. I actually do think they have something in the works somewhere down the line that has to do with books being ordered in a deal. Not sure anything else about it, but seem to remember it being mentioned one time when someone was having trouble with deals being cancelled and then reordered. Don't know if this will include anything that will help with the original ordering, but we can always hope :)

if you want more help on how to work up a PM to make sure you've given the requestor enough info to help make sure they don't mess up the original order, let me know, I'd be glad to see if I can help you with anything, even if it's only to tell you that it sounds logical to me :)

Date Posted: 6/24/2009 9:37 AM ET
Member Since: 8/10/2005
Posts: 4,597
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Sending a PM to someone who just ordered off FIFO from you about your deal is just asking for trouble, IMO. Many, many PBS members don't read the forums and have no idea what a "deal" is. If I were brand new, I might even go so far as to report you for spamming, thinking that what you were doing was illegal.

If you have your deal advertised somewhere like the Book Bazaar, your signature line, etc...that's one thing. The person responding to that advertisement then should know and understand what "a deal" is, how to go about requesting books and PM'ing you about the freebie. The person ordering knows up front what's going on. If you want to PM people who just order randomly about your deal, then you will just have to deal with making sure you explain to them what to do if they do want it. There is a section in the Help Docs that outlines this specifically, tells EXACTLY what to do. You can copy/paste that and hope for the best.

Personally, I find those type of PMs offering deals after an order has been placed as intrusive and a form of spamming. If I want a deal fI know where to go to find them, or I can use "order more from this member" if I think I may want more books from someone.

Cheryl

 

 

Date Posted: 6/24/2009 10:07 AM ET
Member Since: 11/14/2005
Posts: 6,421
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You're right, Cheryl, I used to PM everybody that ordered but stopped when I got tired of having to spend so much time explaining what a deal was in the first place, and that, yes it's a legal part of the site, and of course, how to do it properly. I'd forgotten that she was discussing these as being people that were ordering from her thru the FIFO.

Many people who order thru the FIFO system don't even know we have forums, much less a Bazaar, nor what they are all for or about. And like Cheryl and I both said, people often question whether what you are doing is legal within the site rules (they probably barely know how to order the books they want, much less how to order extra books to do a "deal" that they've never heard of. In this day and age of "no free lunches" many people are already skeptical of the site itself, then to have someone offer more than one book for that free credit, they are probably really scared of that! hahahahaha

Try always checking the name of the person that has ordered the book, go to their profile, and if they have no posts in the forums, you can probably assume they don't know what "deals" are.

Date Posted: 6/24/2009 10:29 AM ET
Member Since: 5/10/2005
Posts: 2,350
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I've never had a problem with sending a PM out.  If it's a few days before I'm able to ship I'll send a note. I've had better response to those PMs than I have in the book bazaar in ages.   I've also not really had much problems with people not ordering correctly. I've modified my PM a few times but seem to have a working one now.

My only problem are people who don't bother to respond to my PM. I put in a deadline so I don't have to worry, but I can often mail sooner if people answered.  I've never had someone respond poorly to the PM--at worst it's no response. Often the person thanks me and takes me up on the offer, sometimes it's a thanks but nothing else.  Which is fine.

I personally don't mind being asked for a deal, nor do I mind being offered one, as long as it's done politely and with no pressure. 

Date Posted: 6/24/2009 7:42 PM ET
Member Since: 2/22/2008
Posts: 908
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I've sent out over 890 ordered books along with 300 - 400 freebies included.  I've NEVER gotten a nasty comment and I have gotten a lot of very nice comments thanking me for the deal.  I will try to merge all these answers together and come up with a way to inform my folks about how to avoid the FIFO.

Thanks Kayote for the positive feedback.  That's almost exactly how I do it too. Thanks to everyone on PBS, you're a great bunch of folks,

Deborah

 

Date Posted: 6/24/2009 7:46 PM ET
Member Since: 5/10/2005
Posts: 2,350
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Here's what I send, filling in gaps w/relevant title & changing day of week as needed.  I see I took out the bit about using "Order more from member".  I don't remember when I did that--probably when I added the (So, 3:2..) line, since people were trying to pick a freebie w/o ordering a second book, but I wanted to keep it short.  Haven't had a problem since, but if I do I'll just stick (Use "order more from member" and make sure it's Kayote's shelf--if I don't get the order I can't send the freebie) back in.

 

Thanks for your order of ! I wanted to let you know of an offer I'm running on my shelf.

First Book: 1 credit
Additional Books: 2 for 1 credit

(So, 3:2, 5:3, etc)

So, if there is anything else on my shelf you'd like, order half of them then PM me the other titles & I'll include them in the package.

Either way, I'll probably be mailing this on Thursday, so if you want more let me know by Wednesday evening so I can pack them up.

Thanks again!

-Kayote

Date Posted: 6/24/2009 8:03 PM ET
Member Since: 2/11/2008
Posts: 10
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I got "caught" on this the other day -- I ordered a book off a FIFO and didn't catch it until the person who posted the deal replied to my PM -- I'm sure glad she was on the ball!  And I KNOW to watch for that....