NoReply Email Fail

, , , | Right | January 15, 2021

This particular customer has been emailing back and forth with several of my coworkers. He is disputing a charge to his credit card.

Customer: “I’ve emailed you over a month ago to cancel my subscription!”

I take over the case, and he sends me a copy of the email he sent. I take one look and immediately see what the problem is.

Me: “I can see from the information you have sent me that you sent your cancellation to an unmanned email address. This is an address that our system uses to automatically send confirmations and such to customers. Emails sent to this address do not reach our customer service centre.”

Customer: “And that’s my fault?!”

Yes. Yes, it is.

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