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 Replies: 77 / Views: 11,353 |
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Pillar of the Community
Canada
1189 Posts |
Very quick reaction from customers complaints.
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New Member
Italy
13 Posts |
BTW: Sorry for upping an old post, I just found about this while googling for something else, otherwise I would have answered earlier (especially to the thread poster who posted here instead of contacting us by mail).
Thanks.
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Pillar of the Community
1007 Posts |
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Pillar of the Community
555 Posts |
Quote:
About cancellation fees:
Yes, according to our terms of sales, we charge 5% (ONLY FIVE PERCENT) fees for cancellation of orders (not always), and there is a reason for that. Many very well known websites charge 20-30% restocking fees. We charge cancel fees only when the order is cancelled after a reasonable time and we can't get back the fees from paypal or credit card company cause it is too late. So we are OK to cancel an order, but if we paid fees for receiving the payment, and it is too late to recover those fees (usually after 45 or 60 days) it is correct that the buyer, that changed its mind, pays for them.
Why even bring up restocking fees on this coin, YOU NEVER HAD IT IN STOCK! You charged me 5% and I cancelled months ago, you still don't have the coin! You should never charge a CC until you have the item in hand. Your business model of charging in full before you even have the item is completely wrong. You did yourself no favor by posting here. You just regurgiated your flawed customer service policy. |
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Pillar of the Community
Canada
981 Posts |
I have dealt with Antonella from powercoin many times and I am very happy with the service I have received I have pre ordered 2 of the shark coin and can't wait to get it, I could care less that it only has 4 holes in it instead of 7 and it is already above the price I paid in the pre order. I will be doing business again with him in the future and am happy to do so.
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New Member
Italy
13 Posts |
@elkslayer132
Thank you Chris for the nice comment.
@Neil
what is your order # or name? PM me and I will check who you are and what we charged.
Before rushing to answer please read what I wrote.
Again, we don't charge RESTOCKING FEES. We charge cancellation fees to cover our paypal or credit card fees in case the order is cancelled too late.
In other words, we pay fees when you pay us with paypal or credit cards. And we get refunded of those fees if we refund you within a time windows. After that we can't recover fees, and it is correct that you pay for them cause you changed your mind. We are sill talking about 5% fees!
We don't have your credit card number, expiration, CVV etc. to charge you at a later time. In our website you provide this data to the visa/mastercard circuit and we get paid by them (like a paypal payment). We receive the payment when you decide to pay, we can't postpone this payment if you place your order and confirm.
Thanks.
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Pillar of the Community
Canada
1189 Posts |
@powercoin,
Is the image on this post the final shark coin design? the real coin will looks like this?
the shark image does not stand out, as it has the same color with the coin background.
Totally different with the very first original photo.
Edited by BiBo
10/03/2012 2:28 pm
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Pillar of the Community
1007 Posts |
I bought a sealed roll of leaning tower of Pisa maples from powercoin and it was perfect. No problems.
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New Member
Italy
13 Posts |
@Bibo
that was the last image we dealers received from the New Zealand mint and it was called "first strike". I was told that between "First Strike" and final product there will be other trials to make the coin look better. The mint is aware that many collectors are disappointed by the change of design and details, and will do its best to try to make a nice final product. I am curios too to know with what they will come out, in the next days they should start shipping.
Thank you.
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New Member
Italy
13 Posts |
@Rockdaddy
Thank you! I remember I packed your order myself, glad to know you liked the coins!
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Pillar of the Community
Canada
1189 Posts |
Thanks Powercoin for the helpful information.
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Pillar of the Community
555 Posts |
Quote:
Again, we don't charge RESTOCKING FEES. We charge cancellation fees to cover our paypal or credit card fees in case the order is cancelled too late.
In other words, we pay fees when you pay us with paypal or credit cards. And we get refunded of those fees if we refund you within a time windows. After that we can't recover fees, and it is correct that you pay for them cause you changed your mind. We are sill talking about 5% fees!
Why do you keep bringing up you don't charge restocking fees, and other dealers do? Of course you can't charge restocking on this coin because you have NEVER HAD the coin in hand to restock! Restocking means you had the coin, sent it to customer, and customer returned it. THAT is a restocking fee. I had every right to change my mind after waiting FIVE months past the expected ship date, and you still don't have the coin. PLUS the design of the coin changed to the worse, from what was first offered. How dare you make it sound like my fault? Shame on you. Edited by Neil
10/03/2012 3:23 pm
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New Member
Canada
19 Posts |
Quote:
About charging CC earlier:
In this thread we are talking about the Great White Shark coin, that was supposed to be issued in June, and we listed it as pre-order just a couple of weeks before foreseen launch, that was continuously postponed. That is not our fault if after 5 months WE ALL are still waiting for this coin.
Yes, we charge credit cards immediately, because that confirms the order and fix the price. Isn't it the same when payment is sent through paypal? Do they charge at a later time? Or when you send a payment with bank wire transfer, do the bank charges it at a later time? It is just how the system works: you place an order by putting items in cart, choose shipping and payment method and check out, at that time the system charge you to confirm order. We don't make any kind of reservation without full pre-payment, and by the way we don't store any customer Credit Card data to charge at a later time: during check out the visa or mastercard circuit process the payment and funds our account after that, we don't know anything about customer CC.
And, on the other hand, we never cancel an order already paid, or raise the price meanwhile the price on the market get higher.
In a few words this is our pre-order: you pay in advance, we don't change price, we don't cancel order, we ship when available from the mint. Simple.
About cancellation fees:
Yes, according to our terms of sales, we charge 5% (ONLY FIVE PERCENT) fees for cancellation of orders (not always), and there is a reason for that. Many very well known websites charge 20-30% restocking fees. We charge cancel fees only when the order is cancelled after a reasonable time and we can't get back the fees from paypal or credit card company cause it is too late. So we are OK to cancel an order, but if we paid fees for receiving the payment, and it is too late to recover those fees (usually after 45 or 60 days) it is correct that the buyer, that changed its mind, pays for them.
BUT, on the other hand, we don't keep these fees for us, but give as credit on next purchase. So, if the customer never show up again, he goes away with 5% loss. If he returns, and place another order, the 5% fees paid is discounted. What can we do more than this?
By the way, like many other sellers, we plan our order at mints according also to pre-sale quantity, so if someone orders 50 pcs for white shark coin, and we increase our order quantity at mint including this order too, and after that the customer cancel the order, isn't it a loss for us, in case we don't need those coins?
When there are Group of Buyers on numismatic forums, and orders are collected, no one complains that in this case order is definitive and you will never see your money back, not even with a cancellation fee applied? You seem to want to justify your practices, but it is not the norm. Sites like APMEX have a market loss policy because they deal with bullion. Most collectible/commemorative dealers do NOT charge a cancellation or restocking fee. I order from Perth Mint, RCM, Canadapost, Talisman Coins, Colonial Acres, Gatewest, etc. and NONE of them charge a cancellation or restocking fee (yes, I've cancelled orders from all of them before, but they provide good service so I keep going back to buy more stuff). Furthermore, all of them only charge your credit card at the TIME OF SHIPMENT. You may think your practices make sense, and you do bring up good points, but it is not the norm. |
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Pillar of the Community
1007 Posts |
Not true, gatewest charged my credit card in April for my Dino's I just received.
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New Member
Italy
13 Posts |
@Neil, Please don't be so angry with us after so many months. The price we sold the shark coins was $89.95 eur so I think you shouldn't be so disappointed when 5% is really a couple of bucks. But you still haven't told me who you are (mail or pm me your name please), cause actually I am checking my records and I found out that to most of the cancellation customers we didn't even ask this cancellation fees for the sharks. Probably we didn't even charge this 5% to you either, so all this is a little bit an overreaction. Beside that, I would be happy if, whether you agree with cancellation fees or not, we could be helpful in providing some other coin you could be interested and let you understand what service we offer and why more than 11,000 customers as of today (check our ebay feedback on "powercoin_italy" account) are so enthusiastic. I know it doesn't sound good right now, you are angry at us, and we are proposing you to buy again from us. Maybe it doesn't make sense, but this is the only way we have to prove how we work. Thank you. |
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Replies: 77 / Views: 11,353 |
First Page
Posted 10/03/2012 1:38 pm
