I had an order where the customer didn’t pay. I had accepted the order and was all ready to print it, but he went with another hub. He got a payment reminder and then the order sat idle for 2 weeks so it was archived.
This counted as a “decline” against ME and my Order Completion Rate dropped by 1%. This is unfair to me as I did not decline this order. I have had a number of other orders time out like this when the customer failed to complete payment, so this must be why my Completion Rate is below 95%.
I was told by customer support that if it isn’t my decision to not handle an order, there would be no negative effect to my score. This has not turned out to be the case.
In the future, if a customer fails to complete payment, what is the proper way to I close it out so that it has zero impact on my Completion Rate?
5 Likes
OxRP
November 13, 2017, 10:57am
2
You can’t. You have to decline the order to remove it from your “active” list or eventually it gets archived, both of which have a negative impact on your hub ranking. If you email Support, I believe they can apply some magic to restore your completion rate.
1 Like
Why does it have negative impact on my ranking, if it was the customer’s failure to complete payment? I did accept the order and was standing by ready to print it. The customer dropped the ball, not me. That is totally beyond my control, so why should my ranking be downgraded for that reason?
2 Likes
OxRP
November 13, 2017, 11:17am
4
I agree whole-heartedly and have complained to 3D Hubs about this before. I’m just telling you what they told me. It doesn’t matter if it’s declined, cancelled or archived. You can put a reason for the decline and apparently it counts less (no quantification) if it’s not your fault.
2 Likes
Yup. 3D Hubs sucks. I’ve had this happen a bunch of times because they let customers submit the same order a bunch of times to different hubs. Then there’s no way to cancel without it affecting our own rating. Even if they don’t reply or don’t pay it just sits in the active orders tab.
I’ve emailed support and they are absolutely not helpful.
3 Likes
Support had told me that no matter the reason for an archived or declined order their algorithym still takes it into acount though they claim it has a very small effect on overall however enough of these can mess up anyones ratings. If you talk to them they should be able to fix it for you but it will take time. Took me about a month of back and forth
1 Like
eBay abandoned including customer reviews and order cancellations in the seller evaluation last year. The seller cannot control these metrics: customer reviews are merely opinions and order cancellations and returns are a normal part of doing business. eBay now only includes performance metrics that the seller can control, such as shipping time, tracking accuracy, and keeping items in stock.
I hope that 3D Hubs will reevaluate their performance metrics and follow eBay’s lead on rating the Hubs based on merit, not customer opinions and other things outside of our control, such as unpaid orders. Response time, meeting deadlines, and timely tracking are metrics that are based on performance that the Hub can control.
3 Likes
