Approximately four to five weeks ago, I stopped being provided my own customer's name, address, and phone number in sales. I went into my website and did a test, and at that time, they still asked for that information. Then, a customer called to complain that they weren't asked for any information except their email address and thought it would negatively impact their transaction. We got busy, and I was still able to sort out, by email address, if the package was being sent to the same person as ordered it, but with the avalanche of Black Friday orders, it became a real issue, and I contacted customer support.
After two to three days and NUMEROUS webchats, I was told, "Weebly Team made the update and the billing information will no longer show up in the orders on your dashboard. However, your feedback is always helpful when planning for future releases, so I will take note and pass it along to the Weebly product team for you. "
Weebly will no longer provide me my customer's information? This is a critical factor in doing business, knowing who your customers are, for many reasons. We sell a food item. I need to know that information for tracing. An email address can be false. I need the customers' names, addresses, telephone numbers, and email address as required BY THE HEALTH DEPARTMENT. We also are entitled to the contact info of the customers that shop with us. This is OUR business, not Weebly's. How can we be expected to grow our businesses or even send out emails, such as thru Constant Contact or Mailchimp with only an email address? Another issue, which has become a huge problem, especially during the holidays, is determining if something is being mailed to the sender or someone else. When a customer purchases a package, we generally enclose a thank you gift and a personal thank you note. When Weebly only asks for an email address, how am I to know if that is the email address of the person it is being sent to or the purchaser. We had someone actually call us last week, who received a package from us with a thank you gift and thank you note from us saying they did not purchase the package and wanted to know who did, so they could send the thank you to them. I couldn't tell them who sent it, because Weebly made the decision that I'm not entitled to know MY OWN CUSTOMER'S information.
Part of what we pay Weebly for is to collect our customer's information so we can grow our business. It is not their business to interfere with our business. I have had my website thru Weebly for years and just signed up again for three years, but if this is not changed back immediately, I will need to move my website as soon as the holidays are over.
This is just inexcusable conduct on the part of Weebly/Square and has caused all sorts of issues for our business. This needs to be remedied as soon as possible or I will no longer be a customer.
