Unfiltered Story #150988

(I work customer service at an online fashion store, and the customers can contact us by chat or email. A chat pops up with a customer wanting help. The only information we can see about the customer in the chat window is the email adress they’re writing from at the moment)

Me: Hi and welcome to [Company]. How can I help you today?
Customer: Yeah hi, I need your help to check what payment method I used on my latest order.
Me: Sure, one moment please while I check.

(Search system with customer’s email adress)

Me: I’m sorry ma’am but I can’t find your order searching only your email adress. Can you give me your social security number, or your customer number?
Customer: Sure, my social security number is xxxxxxxxxxxx
Me: Thank you, please wait while I check.

(Search system with social security number, but can’t find a customer account. I try to search her name instead, without results).

Me: I’m so sorry about this but I can’t find an active account with your social security number either. Can I have your phone number instead?
Customer: Jesus christ, I made my order just yesterday, have you cancelled it?! I just want to know my payment method! Here’s my phone number, make sure to find it this time.
Me: I can assure you your order has not been cancelled. I’ll try to find it with your phone number, thank you for waiting!

(Search again with phone number, again without results)

Me: I’m sorry, but I can’t find anything with your phone number either. Did you make your order from this email that you are using right now; xxxxx@xxx.com?
Customer: YES I don’t use any other email!
Me: I see. So you should have gotten an order confirmation to your email adress. Can you check your inbox for this order confirmation? It should contain all of this information, including payment method. If you still want me to check your payment method, then just send me your order number. You will find you order number in your order confirmation.
Customer: Hold on while I check.

(Waits about 5 minutes for customer to find her order confirmation)

Customer: I still can’t find it!
Me: That’s very unfortunate. Are you sure you made this order with your own email adress? Maybe you typed in your SO email? Is that possible?
Customer: Not likely
Me: Okay, but can you please give me his/hers email adress so I can check, just in case?
Customer: FINE, xxxx@xxxx.com
Me: Thank you, please hold on one moment!

(Search system with SO email, and find one order made the day before)

Me: Ma’am, I found one order made last night. The payment method is invoice by 14 days.
Customer: Right, I made it with his email! But that doesn’t explain why I didn’t get an order confirmation!?
Me: Okay great. Please be clear with this in future contact with us, about which account you placed your order from. Just to save you all the hassle!

When you place an order with a different email, naturally the order confirmation will go to that email.
Customer: I will. But I do NOT approve about not getting an order confirmation, I payed for my order and I want some kind of proof of this!
Me: I’m sure you can ask your boyfriend to just forward the order confirmation to you.
Customer. NO, he cannot do that. I don’t want him to see my order, so you need to send me an order confirmation right this moment.

(Customer then leaves the chat and closes the chat window).