Customers being charged shipping for digital docs, continuously for 2 years now.

[truthisbeauty]

Seemingly randomly, some of my customers are charged shipping for digital doc downloads. There is no pattern to the customers or the types of downloads. This has happened since March of 2022. As of today, it has happened 650 times. I have contacted Weebly & Square repeatedly about it and gotten nowhere. (They claim this is the first time they're hearing about it, then they claim their team is "working on it." This has happened like 10 times.)   Any advice on how to get Weebly / Square to take this seriously? 

[Ellie_]

Hi there, @truthisbeauty,

We would like to look into this for you, can you please message me privately with more information? 

[truthisbeauty]

Toward what end? I know how our conversation will go.  Since March 2022 I have spent hours on the phone and online chatting with y'all.  Each time it's exactly the same:

 The person acts like this is the first time they're hearing about it. (Do y'all not keep any records?)
 The person takes 30-60 minutes getting the whole story from me and supposedly looking into it
 The person tells me "What you’re describing has been identified as a bug and is being investigated by our engineering team. Although we can’t provide a timeframe for when we’ll have this fixed, our engineers are working hard to resolve all bugs submitted as quickly as possible." 

This is what will happen with you too. I've literally never had the conversation go any other way. 

I don't have time for that, so now I'm asking other users. 

[truthisbeauty]

Hi. This is STILL happening.  And when I responded today to the last communication from Square that was in my email, I was told, for the umpteenth time, that I have to create a new case with Square Support. 

As of today, six hundred and sixty-eight (668) different digital purchases on my site have been incorrectly charged shipping.  That's 668 times I had to manually log in to Stripe or Paypal and refund the shipping charges. That's 668 times I had an angry customer. That's 668 purchases I lot money on, because Stripe and Paypal do not refund me the difference in the fee they charged.   

[JJ_]

Hello there @truthisbeauty

This isn't the experience we want you or your customers to have. I would like to take a closer look at this experience. Would you mind sharing the link to your website and a particular product this is happening on?

[truthisbeauty]

Hi, JJ.  Here is the site:   www.truth-is-beauty.com

I have hundred of digital downloads on my site, and there's no discernible pattern to which purchases get incorrectly charged shipping.   Here is a short list of digital products for which customers were recently charged shipping. (Not all customers were charged shipping for these docs; only some were. Other customers successfully bought these products without any shipping charges.) 

- Visual Style Guide: The Ethereal Gamine

- Fragrance Guide: The Classic-Gamine-Ingenue

- Visual Style Guide: The Natural Classic

- Visual Style Guide: The Classic Ingenue

- Style ID Calculator

- Visual Style Guide: The Romantic Gamine

- True Winter makeup list

- Light Spring makeup list

- Bright Spring makeup list

[JJ_]

I appreciate your patience while I investigated this for you @truthisbeauty. At this time I was unable to identify any errors in how the items are listed or in your fulfillment settings.  My best advice would be to get an order number when this happened and reach out to our Support Team, so they can take a closer look into why that particular order got a shipping charge on a digital download. 

Our team can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday.

[mattwells]

Hi @truthisbeauty 

I'm sorry to hear about the ongoing issues you've been experiencing with customers being charged shipping for digital downloads on your Square site. Based on the details you provided, it sounds like a frustrating situation that has been impacting your business for quite some time now .

While I understand you've already spent considerable effort trying to get this resolved through Square/Weebly support, I wanted to let you know about a potential alternative solution. SendOwl, a leading digital delivery service, just launched an app in the Square marketplace that is designed to handle the secure, automated delivery of digital products .

Here's how SendOwl could help address the problems you described:

1. Automated delivery: As soon as a customer purchases a digital product, SendOwl automatically emails them a unique download link. No manual sending required, and no incorrect shipping charges.

2. Supports all file types: You can upload your various digital products (PDFs, zip files, videos, etc) to SendOwl. They'll handle the secure storage and distribution.

3. Easy integration: Connect SendOwl to your Square/Weebly site with just a few clicks. Use simple Buy Now buttons or links, and SendOwl takes care of the rest (payments, delivery, etc)

4. Built for digital sales: Unlike Weebly which has limitations with digital products, SendOwl is purpose-built for selling digital files. They offer all the essential features and handle the technical aspects.

5. Trusted by thousands of sellers: SendOwl has powered over $2 billion in digital sales. They are a reliable, established solution.

Other key benefits include:

• Customizable & mobile-friendly checkout pages

• Reasonable pricing plans based on your sales volume

• Responsive customer support and extensive help documentation

• Marketing tools like discount codes, upsells, affiliates

I know migrating to a new system may seem daunting, but SendOwl is designed to make selling digital products as simple and headache-free as possible. It could be a worthwhile solution to finally put an end to those erroneous shipping charges and streamline your digital sales.

I hope this information is helpful as you continue to navigate this challenge. Let me know if you have any other questions! Wishing you all the best with your digital product sales.

Cheers,

Matt Wells