Rain Retail

Complaint: [redacted] In regards to her first point about USPS integration, we’ve apologized for any miscommunication that may have happened on this point, and asked for written verification of her conversation with her sales rep regarding the misinformation. As none was able to be provided we can only assume the misunderstanding happened on her side, as our policies are very clear as to what we can and cannot do with ShipStation. If the question was asked, “Can I ship with USPS?” the answer would be yes. Below is a link to the Help Center of ShipStation confirming that they have active integrations with USPS (through stamps.com), FedEx, and UPS. If the integration was not what she thought, we would have recommended she contact their support for a more in-depth look at the software before agreeing to use it. https://help.shipstation.com/hc/en-us/articles/206638257-Where-do-I-add-connect-...⇄ We have contacted ShipStation and confirmed with them the disputed rates are correct. Her contact with them was through a support representative not even familiar with our integration. Below I’ve provided a direct quote from their website relating to pricing. “The new rate you see within ShipStation reflects the available rate from your connected USPS postage provider account. The rates you see in ShipStation should match the USPS’ posted Commercial Base Pricing (and sometimes even Commercial Plus Pricing) rates found in the USPS Rate Calculator.” [redacted]’s cancellation was completed end of day on Oct. 12th, 2016 with a confirmation email stating that the cancellation would take at least one week, and any invoices processed within that time would be processed like normal. Seven days later, on the 19th her final invoice was processed as described in that email. We have gone ahead and issued her a refund of those fees in hopes it will help the situation. Below I’ve provided a copy of that email: “[redacted], Thank you for the reply. The prices have been verified and confirmed correct, so you are right in that there will be no immediate changes to them. Since it appears we cannot meet your requests I will go ahead and move forward with canceling your account and responding to the Revdex.com complaint. I am very sorry we were not the right fit for you, but we do wish you the best in going forwarding and finding a solution that appropriately meets your needs. Please note that we do need at least one week to process all cancellations. Any invoices that fall under that time will be processed like normal. If you would like us to keep your system running until the end of the billing process please let us know as we're happy to accommodate you! Once we have the confirmation email we'll get right on the process and have your account closed shortly. Have a great day!”. The [redacted] issue was related to her processing and was outside of our hands. It is our understanding she contacted their support and got it resolved as they would have the best resources to assist her with the issue relating to her processing with them.  Brian is one of the owners of our business and unfortunately is quite busy. Brian had actually suspected she had hung up on him and tried contacting her again by email. I apologize if they did not, for whatever reason, reach you but he did try reaching out to her several times. Regardless, after our phone call it was apparent we would not be able to come to a satisfactory solution for her, and further contact from him would have confirmed the same point. We are sympathetic that we could not come to an adequate solution for both parties but strongly feel like the main points of concerns are items out of our immediate control such as the misunderstanding of what ShipStation provides, the pricing question, and [redacted] issue. While we admit our mistakes in the process and acknowledge our failings we did strive to assist her in any way we could including, but not limited to: completion of her website setup including a completely new design of her website, completed a full site and product migration, provided several system trainings and follow up trainings, and full refund of final monthly payment.

In regards to the communication gaps, we agree there were problems but our records indicate it was on both sides. On October 25th, 2016 our Migration specialist sent [redacted] an email stating the migration was completed and asked if there were any other questions. He received no reply and on Nov. 30th, 2016 our rep Jordan sent another email asked if everything was alright and if they were good to do a final migration. No reply was given until the 3rd of January so from October 25th, 2016 to January 3rd, 2017 we were waiting on them to proceed with the migration. However we acknowledge we could have done better to reach out to them beforehand. While there is room for improvement here, it was the reason for their cancellation nor the reason for their dispute. So far the concerns have gone from ‘we didn’t build them the feature’ to ‘migration wasn’t done’ to ‘communication was lacking’. It seems they are grasping at straws when there is nothing really to grasp.