Handling Problem Orders

When it happens: Customer places order, then changes their mind.

Typical timing: During the ordering period, before market closes.

How to Handle:

1. Customer contacts you requesting cancellation
   • Customers cannot cancel orders themselves - they must contact you
   • Determine if market is still open or closed

Decision Tree:

When it happens: Customer accidentally places the same order twice (often due to clicking "Place Order" multiple times or browser issues).

How to Identify:

• Same customer name appears twice in order list
• Orders placed within minutes of each other
• Identical or very similar order contents
• Customer contacts you saying "I think I ordered twice"

Resolution Steps:

1. Verify it's truly a duplicate:
   • Check both order timestamps
   • Compare order contents
   • Contact customer if unsure: "We see two orders—is this intentional?"
2. If confirmed duplicate:
   • Delete one of the orders through admin panel
   • Keep the first order (or whichever customer prefers)
   • Since payment hasn't happened yet, there's nothing to refund
3. Notify customer:
   • "We've deleted the duplicate order #12346"
   • "You'll only be charged for order #12345 at pickup"
   • "Order #12345 is still active and will be ready for pickup on Saturday"

When it happens: After market closes, grower discovers they don't have enough of an item (crop failure, miscounted inventory, weather damage, etc.).

Preferred Workflow: Grower Manages It

1. Grower removes items from their harvest page:
   • Grower logs into their account
   • Goes to their harvest/sales page for the current cycle
   • Reduces the quantity they can deliver for that product
   • System automatically removes items from customer orders
   • This is the cleanest approach - grower manages their own inventory
2. System handles customer order adjustments automatically:
   • Customer orders are adjusted to match what grower can deliver
   • Customers won't be charged for items that were removed
   • You still need to notify affected customers (system doesn't auto-email them)

If Grower Can't Do It: Manager Steps In

1. Contact the grower to understand the situation:
   • Which product? How much was ordered vs. available?
   • Why can't they update their harvest page themselves?
   • Can they offer a substitution?
2. Manager adjusts on grower's harvest page:
   • Go to the grower's harvest/sales page
   • Reduce the quantity for the affected product
   • System automatically removes items from customer orders
   • Same result as if grower did it, but you're doing it for them

Communication and Follow-Up:

1. Contact affected customers ASAP:
   • Don't wait until pickup—notify them as soon as you know
   • Example: "Hi Sarah, unfortunately the Heritage Tomatoes you ordered aren't available this week due to weather damage. The item has been removed from your order, so you won't be charged the $8. We can substitute with Heirloom Tomatoes at no extra charge if you'd like - let me know!"
2. Handle substitutions separately:
   • If customer wants a substitution, coordinate with grower
   • Make a note on the customer's order about the substitution
   • Ensure grower knows to pack the substitute item
3. Document what happened:
   • Track which grower, which product, what caused the shortage
   • Look for patterns (same grower? same product? weather-related?)

When it happens: Customer picks up their order and discovers items are missing.

At Pickup (Immediate Resolution):

1. Verify the issue:
   • Check the order list—what was supposed to be included?
   • Look for the items in unclaimed orders or extras
   • Is the item possibly in the customer's bag but overlooked?
   • Did the grower actually deliver it? (Check if check-in was used)
2. Quick fix options:
   • If found: Give customer the missing item immediately
   • If available from extras: Substitute with same item from extras
   • If similar item available: Offer comparable substitute
   • If nothing available: Immediate refund or credit
3. Document it:
   • Note which customer, which item, which grower
   • Was this a delivery issue or a packing mistake?
   • Track patterns (same grower? same packer?)

After Customer Left:

1. Contact customer: "We're so sorry about the missing tomatoes!"
2. Give account credit (easiest option):
   • Go to customer checkout page (/orders/checkout)
   • Find the completed order
   • Use the "Missing + Refund" or "Refund One (Grower's Mix-up)" button if it was grower's fault
   • Use the "Refund One" button if it was market's fault (packing error)
   • Customer gets account credit queued up automatically
   • Tell customer: "We've added $8 credit to your account for next week"
3. If customer requests cash refund:
   • Process refund through Stripe dashboard
   • Takes 5-7 business days to appear in their account
   • More work for you, so only do this if they specifically ask
4. Follow up with grower to prevent future occurrences

When it happens: Customer reports product quality issues (spoiled, damaged, not as described, smaller than expected, etc.).

Assessment Questions:

• When did the customer notice the issue? (At pickup or at home later?)
• What exactly is wrong? (Be specific: bruised, rotten, wilted, etc.)
• Do they have a photo? (Ask for one if quality claim is unclear)
• Is this a first-time issue with this grower, or a pattern?

Resolution Process:

1. Believe the customer first:
   • Assume good faith—most customers aren't trying to scam you
   • Thank them for letting you know
2. Gather information:
   • What product, which grower, what's wrong
   • Photo if possible (helps with grower conversation)
3. Offer immediate resolution to customer:
   • Option A: Full refund (easiest, builds goodwill)
   • Option B: Credit for future order (if customer is agreeable)
   • Option C: Replacement if available (grower delivers or next pickup)
4. Follow up with grower:
   • Share the feedback (kindly but clearly)
   • Show photo if you have one
   • Ask what happened—education or one-time issue?
   • For serious/repeated issues, may need a broader conversation
5. Document and track:
   • Keep records of quality issues by grower
   • Look for patterns
   • Address systemic issues proactively

When it happens: Pickup time ends, but customer never showed up to collect their order.

Immediate Actions (During/Right After Pickup):

Use the Unclaimed Orders Page

The system has a dedicated page for tracking no-shows with built-in communication tools:

1. Access unclaimed orders page:
   • Available from your admin dashboard
   • Shows all customers who haven't picked up
   • Displays customer phone numbers (if they have one on file)
2. Contact customers directly from the page:
   • On mobile devices: Page shows "Call" and "Text" buttons for each customer
   • Click "Text" to send SMS: "Hi! We're at pickup now—are you coming?"
   • Click "Call" to phone them directly
   • Pro tip: Start texting no-shows about 30 minutes before pickup closes
3. If they respond they're coming late:
   • Hold their order if possible (cooler, shade, etc.)
   • Arrange alternate pickup time/location if needed
   • Keep order in unpaid list until they arrive
4. If no response by end of pickup:
   • Secure the order (keep it cool/safe)
   • Take it with you or arrange storage
   • Send follow-up text/email: "We missed you at pickup. Your order is being held. Please contact us to arrange alternate pickup."

Decide on Policy:

Your market should have a clear policy. Common approaches:

• Payment required (most common): "If you ordered it, you pay for it"
  • Growers have already harvested and prepared the food
  • You can't put an apple back on the tree
  • Make alternate pickup arrangements when possible (case by case)
  • But the order is charged even if not picked up
• Hold for 24-48 hours: "Pick up by Monday or your order will be cancelled (you won't be charged)"
  • More customer-friendly but market absorbs the cost
  • May need to compensate growers for wasted food
• Deliver for a fee: "We can deliver to you for a $10 delivery charge"
  • Covers your time/gas to deliver
  • Good compromise for both parties
• Credit for next order: "We can't hold perishables, but we'll credit your account for what you ordered"
  • Customer doesn't get food this week but isn't out money
  • Market/growers still eat the cost of wasted food

Handle the Food:

• Perishables: Donate to food bank, give to volunteers/growers, compost
• Non-perishables: Can hold longer or add to next week's order
• Notify grower: Let them know what happened (they may want their product back)

When it happens: Payment fails, card is declined, or there's a dispute.

Payment Failed After Pickup (Common)

This happens regularly - card expired, insufficient funds, card cancelled, etc.

1. Check the orders page:
   • Failed payments are clearly marked
   • System shows you exactly what happened and why (expired card, declined, etc.)
   • Customer has already picked up their order
2. Choose how to handle it:
   • Option A: Charge amount to customer's account balance (they owe it)
   • Option B: Contact customer to update their card on file, then retry the charge
3. If using Option B (retry charge):
   • Contact customer: "Your card was declined at pickup. Can you update it?"
   • Customer updates their payment method in their account
   • Retry running the order through the system
   • If still fails, add to their account balance

Customer Disputes Charge (Chargeback)

1. You'll receive notification from Stripe
2. Gather evidence: order confirmation, pickup confirmation, photos if available
3. Respond to dispute through Stripe dashboard
4. Contact customer to try to resolve directly (they may withdraw dispute)
5. If you lose dispute: Customer gets refund, you may face additional fees