FAQ on the ordering and order change process

CCBerries - FAQ/Help - Ordering

Frequently Asked Ordering Questions

What causes online order entry problems?
Why was my credit card declined?
How do I change/cancel my order?
When can an order no longer be canceled?
What are the most common order problems?
Why are phone orders discouraged?

What causes online order entry problems? We've found that the use of more than one, or poorly written (free), pop up blockers and toolbars may interferer with the normal operation of the shopping cart and checkout process. Turning off pop up blockers and toolbars will solve almost all problems.
	Why was my credit card declined? First, when this happens we have a copy of your order and will send you a paypal invoice to allow you to finish the order... Now back to the reasons: Apart from the obvious reasons a few things could cause this: 1) your billing address must match the address on your statement, it must match exactly. We have to do this to prevent credit card fraud. 2) Your bank may not reply to the address verification request, 3) You may have restrictions on your business credit card.
How do I change/cancel my order? As long as the order has not been dipped or shipped you may cancel the order by using the 'contact us' section of the system. You'll need to include your order number to speed things along. If you don't have the order number: your e-mail address must match the address on the order.
	When can an order no longer be canceled? Because every order is custom dipped: orders can not be canceled after the berries have been dipped.
What are the most common order problems? 1) Incorrect/incomplete shipping addresses. 2) Shipping to a non-secure location (apartment complexes) 3) Shipping to an unattended address during the summer. 4) We ask (several times) that you double check your shipping address and other order information. When it needs to be changed we need to know as soon as possible. The real reason behind this is that an incorrect or incomplete address will most likely result in a ruined shipment that is not covered by our warranty. The shipping address is your responsibility and a delay caused by an incorrect or incomplete address may also result in extra fees from our shipper to correct the address and attempt redelivery even after the product is no longer usable
	Why are phone orders discouraged? Placing the orders online allows you time to find your credit cards, shipping addresses and phone numbers as well as see all the gift boxes we have to offer, it also allows you to take your time composing your gift card double check everything and to take advantage of the automatic re-order discount. We've found that most people that place orders by phone have not bothered to look at the online store, read the FAQs or are unfamiliar with the costs of overnight shipping. For many months we had a 24 hour toll free phone order entry line, the average call time was over 30 minutes. With the actual costs behind this service being over 85 cents a minute: all the orders placed by phone were placed at a significant loss. We actually never published the toll free number, it was only located in the online system and surrounded with requests that it was an order line : not a shopping line, but the people that used it rarely even looked at the online store to see the products offered and with over 300 versions of the gift boxes: we just spent too much time telling them what was in each box.
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