It is again very hard for me to confess the situation we found out for "DX Matsubokkuri Energy Lockseed”.
We have received 60 of "DX Matsubokkuri Energy Lockseed" on November 15th and have been contacting pre-order customers for our EMS shipping fee request, and we have been shipping the item out to them. However, we have been receiving shipping fee inquiries about missing requests more than we expected and started an investigation on this yesterday after the Sunday activation on Nov. 25th.
[The Actual Number of Orders]
The number of our actual orders for "DX Matsubokkuri Energy Lockseed" we received was 71 sets while we ordered 60 sets.
[How Did It Happen?]
After the digging up the JotForm (On-line Form Builder) data and our email inbox, we figured out that the reason we have less Lockseed this time was because of 2 different forms we accidentally created as a September (created in error) and November (the actual) listing. In the error September listing at JotForm, we have 23 customers already who made their orders early from their excitement and these are the people who desperately asking for our support. In the correct November listing at JotForm, we have the 48 customers that we already have contacted and been sending them their items this past week.
[How We Will Handle the Situation]
We will be contacting 3 groups of our customers caught up in the situation we caused:
Group 1: The customers purchased "DX Matsubokkuri Energy Lockseed" right after our Sunday activation on Nov. 23rd. We will contact them in person with our sincere apology and have to cancel their orders and refund in full plus we will issue our 500 yen gift card.
Group 2: The first 12 customers who ordered "DX Matsubokkuri Energy Lockseed" in the beginning of our pre-order period using the error September JotForm will have their items with our apology 500 yen Gift Card. We will simply follow the order date & time and choose the customers for this group from the JotForm lists.
Group 3: The 11 customers who ordered "DX Matsubokkuri Energy Lockseed" in the beginning of our pre-order period using the error September JotForm who will not be able to obtain the item due to the lack of stock. We will fully refund them and issue our 1000 yen gift card for each of them.
[How We Will Avoid Future Mishaps]
The cause of all of this was simply because of my mistake of creating 2 different online forms for one item without notice and failing to document the previous orders correctly. It happened around the end of July, 2014 before we decided to move to our new store in October and the complication of our pre-order program heavily depended on creating many order forms at JotForm since our previous store, Prostores, was not made for taking pre-orders.
My sincere apology for all the customers who suffered from this and we would like to introduce to you how we can avoid future mishaps by learning from this mistake:
Simplified Pre-Order Operation: When we started our new store system from October, we no longer have to make any out-of-store online forms anymore! We now take pre-orders right on our store which allows us to handle them just like other regular non-preorder items. We still use JotForm online forms and Constant Contact mailing system for requesting our EMS Shipping Fee, but only for the contacting our customers, NOT for taking pre-orders which could cause similar errors in future.
For your information, here is a list of our previous pre-orders we handled at Jot-Form.
Secure Ordering to Premium Bandai with multiple checks: After we started to use our new online store last October, we have more people to watch and check the number of our pre-orders. We are making sure every time that we make the right amount of orders to Premium Bandai based on the pre-orders from our new store system.
Again, we are sorry for the inconvenience we caused yet again for another Lockseed issue. We totally understand if you choose to give up using our services due to this. However, I would like to express our gratitudes for your long-time support with us. We will continue to strive to improve our services for the Toku Community around the world.
We will be contacting the related customers soon as this blog posting is up on our store.
Thank you for being patient with us.
Director of CSTOYS International