Losing faith in scan website orders

[Tetsu]

Hey guys,

Let me start by saying I think you guys give me awesome service. Just incredible with whatever's going on.

The thing that's cropped up twice for me though in the last month is stuff showing in stock on the website but not being in stock.

I made a massive order a few weeks back with a 120mm fan included (shown in stock) only to have the order delayed because of the fan. Now i've just made an order for a few bits and bobs and I believe there's probably a lack of stock for the same fan again even though the website is showing stock.

I don't know what's going wrong with your system but its a fundamental problem for me at the moment and will definitely effect my decision to shop with you guys in the future. I guess I could always call to place my order but I prefer web orders sometimes.

I placed my order last Friday for delivery today and have received no email explaining that my item is out of stock so its now left to me to phone up and sort it out.

Its not the end of the world but I'm just providing some feedback to what I believe to be the weak link in a strong chain.

[Chris P]

Even though we are aware of stock discrepancy's in isolated cases, which causes issues for us all the instances where this happens is falling and regardless of the fact if the item shown in stock an automated e-mail should be sent to inform the customer the item is actually out of stock.

Even though isolated this is still an outstanding issue, with an on-going resolution - We are working hard in the background to solve this problem......

If you can PM me your invoice number I will check the status of your order...

Best Regards

[Tetsu]

Hey Chris just called up and spoke to customer services. As I thought it was the fan that was out of stock but I'm happy to wait. Just wanted to make sure you guys were aware of the issue.

Thanks for your quick reply.

[Tetsu]

Noticed they are still showing in stock

"Sharkoon silent eagle 120mm fans 1000/2000"

[alexp999]

I had this on one of my orders. I think you need to be informed sooner rather than later. I didnt get an email until 8pm to tell me it was out of stock. If I had been given more notice I could have changed the item and still got it sent out that day.

[moogle]

I didnt get an email until 8pm to tell me it was out of stock.

Cronjob FTL?

[format]

Noticed they are still showing in stock

"Sharkoon silent eagle 120mm fans 1000/2000"

Good fans

[Blenster]

Perhaps we ought to keep a list here, on out of stock items
I`ll add LN23457 Abit Mobo.
Ordered last Friday, no email, money taken, and took an OLQ to sort out.
Dawn was extremely helpful, and sorted the rest of my order out very well.
I see it is still listed as being in stock

Scan have been excellent with my recent orders, but this stock updating problem
is letting the side down. Other Websites are able to show actual stock numbers.
Can`t be that difficult

[Tetsu]

What's also a bit of a pain is being charged for out of stock items. If you could do an actual check before charging customers that would make life a little easier.

[Bios]

:
Scan have been excellent with my recent orders, but this stock updating problem
is letting the side down. Other Websites are able to show actual stock numbers.
Can`t be that difficult

I totally agree with you Blenster, Scan have been great with my orders too but i think the whole process was let down with the stock updating. Hope you guys at Scan iron this problem out for good.

[Chris P]

We are on it guys

[Oldjim]

This is the one factor which stops me ordering from Scan when I definitely need it within two days.
Looking forward to the fix - thanks Scan

[Chris P]

To note: This week we are shipping between %90.06 - 94.17 of orders on time...

[Oldjim]

ChrisP
The problem isn't whether you ship on time it's the fact that the out of stock notification comes after it is too late to do something about it.
Correct me if I am wrong but the first time the order is checked against stock levels is when the shipping/packing department try to find it.
Now if the stock level was on a live system related to orders then when an order is received and the money taken it would be possible to reduce the available stock levels so that at some point the order could be referred back to the buyer immediately with an out of stock email.
There may be the odd glitch but it would be a less frequent than at present.
As a side comment I suspect that the problem mainly occurs when the item being ordered is in high demand and stock levels are a bit low. Where the item is a more normal item where the demand/restocking frequency are more in balance then this shouldn't happen, hence your ability to ship (worst case) 9 out of 10 on time.

[Chris P]

This has been discussed before and the reason is simply that our picking / dispatch dept stay here until 8PM so e-mail notifications can also be sent up to 8PM. The figures quoted are important becuase they show that only a small percentage of order's are delayed and therefore only a small percentage of automated e-mails are sent per day and possibly a smaller percentage of e-mails sent after 5PM - I will try to get figures for this...

We are working hard to improve our stock system and therefore reduce the number of OOS issues and we are already shipping over 9/10 order's ( % 90 ) - We are taking about fine tuning the system, which we are working hard to do.....

Best Regards