Twice today I have customers change an order (specifically layer heights and color) after I have priced and accepted it. I receive no notification from Hubs about these changes to the order, resulting in two incorrect orders. I only receive notification that the customer has paid, and to start printing so I was unaware of these changes until I went back to the order pages and saw what was there is entirely different from what was printed. How is it possible the customer is able to change the order after the Hub has accepted it? Is anyone else experiencing this?
I quote and price based on what is on the order when I accept it, so the pricing is also wrong (although the price automatically generated by Hubs does change). For example, I had an order that was around $20 when I accepted it, but the customer changed settings and paid almost double that unbeknownst to me. If this is a bug, this needs to be fixed immediately. When I accept an order, it can’t just change randomly because the customer changes their mind.
sorry to hear that, that is not how it is supposed to work. We checked one of your orders and saw an automated comment about the changes. This should trigger an email and sms notification for you. Can you double check that you didn’t receive either so we can investigate what exactly went wrong?
Yea… I actually don’t like this feature either… if they have already PAID for the order… should not be able to make changes unless we allow (confirm) them… what happens if were half way thru the print and they totally change it on us? cant even do anything about it…
I had accepted the order at 11:45 or so am, and the customer made the changes an hour later right before he paid for the order. I received no email or SMS notification about those changes, only that the order was paid and to begin printing. Let me be explicitly clear about what happened. I had priced the order for a set layer height, and accepted it. After I accepted it but before payment, the customer changed print settings. This updated the automated price for the print itself, but did not impact pricing for other items like support material. So the customer paid for a different resolution than what I had accepted for printing. Once I accept an order, I plan print runs based on layer height and color. I can not have customers changing settings after I have accepted the order. That removes the whole purpose of having the accept order feature, if customers can just change settings anyway and proceed immediately to payment.
I understand there is a lot going on at 3D Hubs, but this really is something that the developers need to release some kind of solution for immediately. This impacts all Hubs and all customers, so even if it is just piecemeal solution, that is better than nothing. @form2 had a great suggestion which would address the issue well, even if it’s not what Hubs would like to keep around long term.
This issue is not a layout issue or convenience issue that can be corrected as you go, this loophole in the ordering system has the potential to cause a lot of problems and dissatisfaction between customers and Hubs.
This is an interesting topic and I can see how it could be a problem. Just recently I had a customer who originally placed an order for 1 of about 8 different parts, at later height of 0.2. After some discussion with him about what exactly he needed and making sure everything was all set, I accepted the order. The next day when I went to look at the order to see what the status was, the order had jumped to almost 230$ worth in parts. I was baffled, and worried as if it had gone through I had no way that week to print the parts for what was the original deadline. Just to specify what happened, order was placed on a Tuesday, Wednesday it was changed to having quantity of 17 on two parts, 2 on 3 other parts, and the resolution was changed to 0.05mm. That’s like an extra 100hrs of print time, and the customer originally wanted it for the following Saturday (which was a stretch to begin with, to guarantee that with the shipping method he had selected I would have had to ship the order the day before he placed it. And yes, that’s shipped not completed. Unless I can time travel that isn’t going to happen). The fact that I received no notification bothered me. Why is it that whenever I make changes to the order page, a notification is created telling the customer what I have done, and yet they can do just the same without anything? This seems very one sided towards the consumer and it’s frustrating. I understand not everyone running a hub is honest, but not every customer is either (which is really unfortunate…) This definitely needs to be handled sooner rather than later.
We have found the issue that prevented email and sms notifications to be sent to Hubs when customer updated an order. From now on, every time customer changes order parameters you will get notified. We will continue to work on improving the order process so we can introduce a proper fix in the future.
