flyingcircus wrote: Pramas wrote:
flyingcircus wrote:will we get an email when our copy ships?
No. We are not Amazon.
WTHeck does amazon have to do with customer relations?
A friendly email saying it was shipped isn't like amazon, it's more like most companies.
Since Green Ronin is no longer mailing packages from Seattle but using our centrally located warehouse and fulfillment company to handle mail orders we do not have a direct line to keep track of when each individual's game ships, unlike Amazon (which owns the process from beginning to end and has a whole infrastructure set up to manage it).
The process for Green Ronin goes like this:
*Customer places order/preorder
*(Pre)order generates a payment notification for Green Ronin staff
*(Pre)order generates a copy of the order information for GR archive
*(Pre)order generates a shipping notification for Alliance Warehouse staff
*Order is shipped
*If by UPS, a tracking number is generated and a copy of the info is sent to Green Ronin as an attached file that references the UPS transaction between Alliance and UPS.
*If by USPS, transaction recor4d is generated for the transaction between Alliance and USPS and can be looked up to confirm delivery but not predict delivery
*Someone at Green Ronin would then have to manually reconcile each shipment with each attached PDF document for every order filled from the Alliance staff, since the Green Ronin order number superseded by the Alliance transaction number between Alliance and the shipper, in order to send out the "friendly e-mail"
Switching to outside fulfillment services has resulted in a much better fulfillment experience for our customers. We are a small company with a staff of 7 people but manage to handle a level of business more on par with companies two or three times our size, or greater. It does occasionally put us in an awkward position when we're not as personally accessible as people from one-man, part-time companies (who are doing what they do out of love, or passion, on a much smaller scale) or much larger companies (who are big enough to have dedicated warehouses, and whole teams of people to handle Licensing, IT, Convention Support, or Customer Service) but all in all it's a system that works pretty well for us most of the time.
So, there's my long way of saying what Pramas was trying to get at when he said, "No. We're not Amazon.