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View Full Version : Letter From Corp about COTM
iluvsoycandles
01-12-2006, 03:36 PM
You may find this helpful with questions about your COTM autoship!!!
"Attention Valued Distributor!
This email is to shed some light on time lag between when Autoships
process and when they actually ship out as well as to clarify some
issues with some distributors who where charged twice during the Jan
10th Autoship run.
First, regarding duplicate charges, we had a problem with our Internet
connection on Wednesday that causes some distributors to be charged
twice for their Candle of the Month order. We caught the problem
IMMEDIATELY and issued credits to ALL those who where charged more than
once. Unfortunately, banks take your money faster than they give it
back, so even though we credited the charges back within the hour, it
may take a few days for you to see that credit on your bank statement
(if you are using a debit card). If you are using a Credit Card, it
will not affect you since the void occurred right after it. OUR
SINCEREST APOLOGIES FOR THIS! It was found that the phone company who
had installed our equipment originally never had it configured
correctly, so it was giving us periodic problems with our Internet
connection. Now that it has been fixed correctly (so they tell me!)
this should never happen again. We appreciate your understanding - if
you have any questions, please direct them to me, Pete at
pjc@scent-team.com (http://us.f604.mail.yahoo.com/ym/Compose?To=pjc@scent-team.com) and I will get back to you as soon as I possibly can.
Now, regarding the Candle of the Month Autoship processing and
procedures for shipping...
Typically, your Candle of the Month processes on or around the 1st or
the 10th of the month (depending upon the day of the week those days
fall upon).
The first thing that must be done in the warehouse is to sort the orders
(US, Canada, APOs, Pickups, etc.). This process takes approximately a
day to complete. The following day the packages begin shipping in
between regular orders. We put a priority on regular orders since they
are of a more time-sensitive nature than Autoship orders. /It can take
up to 5 business days from the time your Candle of the Month is charged
until it actually ships out.
/Some distributors are under the incorrect assumption that their Candle
of the Month order ships out the same or next day from when it was
charged - this is not the case. If your order is one that ships out a
few days later, it is conceivable that you will not receive your COTM
package for up to 2 weeks if you live on the West Coast. Distributors
that live near the corporate offices or on the East Coast will receive
their packages faster as a result. There is more detail on this on the
Message Board, so feel free to read Charlie's post from Jan 11 to gain a
bit more insight as to what occurs.
I would encourage you to check your Back Office Invoice History Report
(in the Report Manager section) and click on the Order Number of the
order you wish to track. Once that Order is on the screen, you would
click "Click here to track this order" where you will be re-directed to
the UPS web site containing the specifics of your shipment IF IT HAS
SHIPPED. If your order has not shipped, then a message from UPS stating
that they are unable to track that package will show in red.
Please continue to check your order's shipping status online for the
latest updates - you are viewing the same information that the customer
service department looks at, so if you don't have any shipping info,
they don't have any shipping info. Be patient and know that your order
is in process and will be shipped out shortly.
As always, we appreciate your business! Good luck for a wildly
successful 2006!"
Best regards,
Peter J. Canavan
Chief Technology Officer
Scent-Sations, Inc.
"Attention Valued Distributor!
This email is to shed some light on time lag between when Autoships
process and when they actually ship out as well as to clarify some
issues with some distributors who where charged twice during the Jan
10th Autoship run.
First, regarding duplicate charges, we had a problem with our Internet
connection on Wednesday that causes some distributors to be charged
twice for their Candle of the Month order. We caught the problem
IMMEDIATELY and issued credits to ALL those who where charged more than
once. Unfortunately, banks take your money faster than they give it
back, so even though we credited the charges back within the hour, it
may take a few days for you to see that credit on your bank statement
(if you are using a debit card). If you are using a Credit Card, it
will not affect you since the void occurred right after it. OUR
SINCEREST APOLOGIES FOR THIS! It was found that the phone company who
had installed our equipment originally never had it configured
correctly, so it was giving us periodic problems with our Internet
connection. Now that it has been fixed correctly (so they tell me!)
this should never happen again. We appreciate your understanding - if
you have any questions, please direct them to me, Pete at
pjc@scent-team.com (http://us.f604.mail.yahoo.com/ym/Compose?To=pjc@scent-team.com) and I will get back to you as soon as I possibly can.
Now, regarding the Candle of the Month Autoship processing and
procedures for shipping...
Typically, your Candle of the Month processes on or around the 1st or
the 10th of the month (depending upon the day of the week those days
fall upon).
The first thing that must be done in the warehouse is to sort the orders
(US, Canada, APOs, Pickups, etc.). This process takes approximately a
day to complete. The following day the packages begin shipping in
between regular orders. We put a priority on regular orders since they
are of a more time-sensitive nature than Autoship orders. /It can take
up to 5 business days from the time your Candle of the Month is charged
until it actually ships out.
/Some distributors are under the incorrect assumption that their Candle
of the Month order ships out the same or next day from when it was
charged - this is not the case. If your order is one that ships out a
few days later, it is conceivable that you will not receive your COTM
package for up to 2 weeks if you live on the West Coast. Distributors
that live near the corporate offices or on the East Coast will receive
their packages faster as a result. There is more detail on this on the
Message Board, so feel free to read Charlie's post from Jan 11 to gain a
bit more insight as to what occurs.
I would encourage you to check your Back Office Invoice History Report
(in the Report Manager section) and click on the Order Number of the
order you wish to track. Once that Order is on the screen, you would
click "Click here to track this order" where you will be re-directed to
the UPS web site containing the specifics of your shipment IF IT HAS
SHIPPED. If your order has not shipped, then a message from UPS stating
that they are unable to track that package will show in red.
Please continue to check your order's shipping status online for the
latest updates - you are viewing the same information that the customer
service department looks at, so if you don't have any shipping info,
they don't have any shipping info. Be patient and know that your order
is in process and will be shipped out shortly.
As always, we appreciate your business! Good luck for a wildly
successful 2006!"
Best regards,
Peter J. Canavan
Chief Technology Officer
Scent-Sations, Inc.
