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Inventory Source Reviews (6)

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11383104, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ########, and find that this resolution is satisfactory to me Regards, [redacted] **

The
service described was applied to their account. The product content
had already been imported to the clients site based on the system
display in the directory listing after providing the daily data service
to their site for several weeks. The client contacted us to
change
the description integration based on the supplier feed.
Previously, the content provided by the supplier was in all caps which
would have caused the sellers to be blocked from *** indexing and
other feeds, so we had changed the cases and format on the source data
to protect the members. The feed had since gone through several content
changes as the supplier tried to resolve their content issues in their
source data. We offered to apply several changes to the content
integration, now that the majority of the supplier source content fields
had gone through several changes with the improved format. This change
was completed quickly, but it did require more than a week for the full
content changes to be mapped over in the system.These changes
were offered to the client at no additional cost. Also, the client was
offered without issue a free week to their account. We would have been
happy to continue to extend the service out for the client or refund the
account directly if they did not want to continue with the service.
However, without notifying the rep on the ticket, the client had set
their subscription service to cancel. They felt this was the only way
they would avoid their renewal change, but as noted, we had already
extended their service and we would have been happy to do that again
We had rerun the full feed format to their account several times during
the testing process of the change in the content format for their
description dataThe full changes needed did take a few days longer
then originally quoted, but they were still completed quickly with the
ability to rerun the updates on the client's website later that same
week with all existing changes completed. However, during this period
there were access issues on the client's website which did not allow us
to connect to their store and refresh the data. When sending the full
data import their site response times did not allow the full import to
complete on the last full load which was applied during the weekend.
This is something that our team is able to respond to, but because it is
an externally hosted website platform, we do not have full control over
their access or server speeds, so we may need to follow up with the
client or rerun their feed again for a full resend of all product
content to complete on their site
With the content changes applied, and with these reruns taking place on
the site for their full import, the client had already set their
subscription to cancel. We notified the client that the current account
had the service canceled so the rep was confirming if they had added it
to a new ID or if they wanted it applied to their accountThe customer
thought the only way to get the subscription back was to add back the
data service, but we were already offering to add it back on their
account just like the free weeks we had provided previously....we only
needed to confirm that we could add the service back on their account
since it had been canceled. The rep on the ticket continued to follow
up via email and phone, but the client then confirmed that they had
already decided to leave the service off their account and had contacted
the *** to request a refund instead of asking for the refund directly.
Again, we would have been happy to provide an extended week for their
account or refund the account directly or rerun the updates to their
site without issue even without the client opening a *** ticket. The
refund has already been applied to the card they have on file in full.
It will take 24/48hrs for it to post to their account based on their
processing times. The client can continue to see the description format
in the system, even using their free account access view and this is
the content format that is currently applied to client websites using
the same description. Also, with our update process, the sellers are
able to change titles and descriptions while we update price, quantity
and status without impacting their updates
It sounds like there was simply a misunderstanding of what was being
requested from the team. We did offer to continue to extend the data
service as the client confirmed. However, once the client submitted the
cancel request in their account, the data service ended. Without the
subscription for that supplier in their account, we could not extend the
service because they had no service in their account. We were happy to
add it back, but we have to have confirmation from the client that we
are authorized to add back the service once a client has ended a service
on their account. This was what the last rep was trying to confirm via
email and phone. However, per the final confirmation from the client,
we have left the subscription service off their account and instead of
adding the additional free weeks with their update process, we have
refunded their card on file for their full subscription cost.Again, with their account service, the content changes were being applied at no cost. The final import of the data could not process on their account, but we were happy to rerun the updates for their account or provide them with a full import feed if needed and we had offered to extend the time on their account for as long as needed to have these changes applied to their account. However, once the client had set their subscription to cancel we needed to have confirmation from the client that we could add the service back on their accountIt would have continued to have been offered for free, but it looks like this may have been where there was some confusion with their account. We would have also refunded the client directly had they made this request on the ticket as well, but in this *** ticket was the first they confirmed that was the approach they preferred. We had already responded to the client in their ticket with our direct support system of the status, but since this was also opened by the client, we wanted to respond here as well. The refund was applied to their account earlier this afternoon. The funds have been released and are with their card company, so as soon as they are done with their processing times it will show. The client has no pending services in their account with us.* ***

The account was terminated and hasn't been billed since April 8th, The customer contacted our support team who promptly refunded the disputed amount of $to the card on file ending in ***. The last recorded communication was from the customer on Fri, Apr 05:41pm ESTThe
customer was informed that they were refunded to the card on file, they acknowledged and thanked us for our response to which we responded asking them to let us know if they had any additional concernsNo further concerns were recorded in our systemAs it stands presently, the customer was refunded and the disputed amount settled as of April 8th,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11383104, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ########, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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Address: 120 Lemon St, Neptune Beach, Florida, United States, 32266

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