50+ Web Surfers (944 words)
47% 44% Considered Internet users*
75% 67% Internet users who are online every day
80% 54% Internet users who access the Web through a dial-up modem
8% 33% Have a cable modem
50% 21% Shop online
58% 58% Internet users with investments
70% 51% Trade online
*Have been on the Internet within the past month.
E-mail is the primary online activity followed by reading (news, sports, weather reports, etc.). In the secondary tier of interests are the following: research for school or work, information-gathering on products or services, and financial activities and travel information/arrangements. Yahoo! is the most popular Web site among Chinese Internet users both in the United States and Canada.
By Denny Hatch
I placed an order. The confirmation did not go through—it misread the credit card or something. So I put in another credit card number. The result: double shipment. This happened twice, once with MacWarehouse and once with Amazon.com.
In the case of MacWarehouse, I called customer service, explained the problem and gave the service rep both order numbers.
"I only want one of these," I said. "My records show only one order from you."
I explained I received two confirmations.
"There's nothing I can do until your order hits this system," said the rep.
"How do I avoid receiving a double shipment that will cost us both money?" I asked.
"Try calling back in a half hour."
"I am not going to call back in a half hour. I am the customer. I am not going to spend time cleaning up your fulfillment."
"I'll try and remember to cancel your order."
She didn't. I received two shipments.
What should e-tailers do? My suggestion: If the system shows a double shipment of the same item to the same address within a 10-minute window, it should trigger an automatic e-mail to the customer saying, "According to our records … Do you want both items? Click here: Yes, ship both items; or, do you want one item only? Click here: Ship one (1) item only."