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So Heath?

post #1 of 14
Thread Starter 
I would like to reply to regarding a locked topic. I did receive the email regarding digital magazine and the options it gave. I chose to have my refunded and it led me to an email saying,

Thank you for contacting CakeCentral.com

Your message has been received: Cancel Order 37735

We will be in touch soon!

When is soon??? That was on the 4th today is the 7th.
Normally when you get refunds it is very soon.

Need a reply please,
Your customer,
Chippi
post #2 of 14
That is an automated message but we have to sort through responses from over 5000 people and process each person's selection manually, so its a pretty labor intensive process. So it takes some time to get everyone updated and get refunds processed. As soon as your refund is processed and issued, you will receive another email letting you know that it has taken place so you can be looking for it.
post #3 of 14
Can you give us a guesstimate? A month, 3 months , 6 months...a year...2 years...???
post #4 of 14
As soon as your refund is processed and issued, you will receive another email letting you know that it has taken place so you can be looking for it.

Since it's stated by Jackie that international subscriptions will be automatically refunded, (no request for a refund needed) I'm wondering (since, I'm International) if an estimate can be given on how long that will be?

Thank you
Respect for ourselves guides our morals; respect for others guides our manners.
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Respect for ourselves guides our morals; respect for others guides our manners.
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post #5 of 14
Quote:
Originally Posted by warchild

As soon as your refund is processed and issued, you will receive another email letting you know that it has taken place so you can be looking for it.

Since it's stated by Jackie that international subscriptions will be automatically refunded, (no request for a refund needed) I'm wondering (since, I'm International) if an estimate can be given on how long that will be?

Thank you



To clarify, she was referring to the shipping charge on international subscriptions. Initially it was going to automatically happen, but so far more than 50% of international subscribers who have chosen to continue in the digital format have written asking to have that amount applied as an extension on the subscription rather than having a refund issued, so we need to prepare a communication to international subscribers who chose to continue in the digital format, letting them know we can accommodate either approach, whatever they prefer. This was not something we anticipated and is an adjustment based on customer requests.

We are also preparing a second round of outreach to subscribers as only about 25% of subscribers have responded to the email so far to let us know what they want to do with their subscription.
post #6 of 14
To clarify, she was referring to the shipping charge on international subscriptions. Initially it was going to automatically happen, but so far more than 50% of international subscribers who have chosen to continue in the digital format have written asking to have that amount applied as an extension on the subscription rather than having a refund issued, so we need to prepare a communication to international subscribers who chose to continue in the digital format, letting them know we can accommodate either approach, whatever they prefer. This was not something we anticipated and is an adjustment based on customer requests.

We are also preparing a second round of outreach to subscribers as only about 25% of subscribers have responded to the email so far to let us know what they want to do with their subscription

Just for my clarification, do you mean a first email was sent asking subscribers what they wished to do, and you'll be sending a second email soon to clear the first request up hopefully? Do you know off-hand if the first email included international subscribers as well as US subscribers, or did/will international recieve the first email at a further date?

Thank you
Respect for ourselves guides our morals; respect for others guides our manners.
Reply
Respect for ourselves guides our morals; respect for others guides our manners.
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post #7 of 14
Quote:
Originally Posted by warchild

To clarify, she was referring to the shipping charge on international subscriptions. Initially it was going to automatically happen, but so far more than 50% of international subscribers who have chosen to continue in the digital format have written asking to have that amount applied as an extension on the subscription rather than having a refund issued, so we need to prepare a communication to international subscribers who chose to continue in the digital format, letting them know we can accommodate either approach, whatever they prefer. This was not something we anticipated and is an adjustment based on customer requests.

We are also preparing a second round of outreach to subscribers as only about 25% of subscribers have responded to the email so far to let us know what they want to do with their subscription

Just for my clarification, do you mean a first email was sent asking subscribers what they wished to do, and you'll be sending a second email soon to clear the first request up hopefully? Do you know off-hand if the first email included international subscribers as well as US subscribers, or did/will international recieve the first email at a further date?

Thank you



The first email that went out was sent to ALL subscribers, at the email addresses currently associated with their subscriptions.. But a challenging thing can happen when a bulk email is sent. For example, Yahoo Mail might see 500 of the same email coming into its servers to different yahoo users. It will let a certain percentage through and hold back the rest to see if the ones that did get through get reported as spam. This is known as a soft bounce. This is also why when we send out mass notifications, we always have a random group of people who report never receiving the communication. This is why we also posted the letter on the forums, hoping to catch some of those people who did not get the email for whatever reason.

Luckily, since we know who has responded so far, we only need to send the second attempt to people who have not responded. In an iterative way we should get through to most everyone, other than those people who have changed their email or never provided one. Those people will have to be reached by standard mail.

International subscribers who select to continue their subscription will then receive another email to clarify their wishes about the shipping charge if they have not already contacted us individually to handle that item.

Warchild, if you have already sent in your reply to the update email, I would be happy to look up your order, make sure we got your selection ok, and figure out any details regarding refunds on your order. Just shoot me a PM with your order info and I can let you know the specifics on your account.
post #8 of 14
When I received the e-mail, I went to link to request a refund. When it was submitted, a meassage popped up and said that it went through. I didn't get an e-mail saying that my request was received. Since I hadn't heard anything, I went to the link again and it said that the order number had already been used, so I assume that the first request went through. Anyway of checking that?
Jenn
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Jenn
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post #9 of 14
Quote:
Originally Posted by jenncowin

When I received the e-mail, I went to link to request a refund. When it was submitted, a meassage popped up and said that it went through. I didn't get an e-mail saying that my request was received. Since I hadn't heard anything, I went to the link again and it said that the order number had already been used, so I assume that the first request went through. Anyway of checking that?



yes it went through you would have only received a message if there was an error.
post #10 of 14
Thread Starter 
Quote:
Originally Posted by Heath

Quote:
Originally Posted by jenncowin

When I received the e-mail, I went to link to request a refund. When it was submitted, a meassage popped up and said that it went through. I didn't get an e-mail saying that my request was received. Since I hadn't heard anything, I went to the link again and it said that the order number had already been used, so I assume that the first request went through. Anyway of checking that?



yes it went through you would have only received a message if there was an error.



So Heath, why did I not receive an error message it just took me to we will email you shortly??? like quoted in the beginning of this post????? I am getting so frustrated. Seems things one way to one person and diff. way to others. This is amazingggggg! Can you please explain again then???

Your customer,
Kathy
post #11 of 14
Thread Starter 
I received my refund check! Thank you Heath.

Kathy
post #12 of 14
I would love to get my refund also. It's only been a year and a half. How about it? Please send me a reply, either privately or not. Just don't delete this post and ignore my request for the 20th time. It's really starting to bug me.
post #13 of 14

I never got my refund although I cancelled last february.  It just really bothers me that no one will respond t0 the emails.  I am pretty sure I'll NEVER see it, but it would be nice to have them at least reply to an email.  

post #14 of 14

still waiting, lol

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