Mephisto Genetics BLACK FRIDAY SALE - AN UPDATE

[Brad_Mephisto]

Hey everyone,

Thank you all for being so patient this weekend, it's been a hard road for all of us and I just wanted to drop in and update with a few things that might relate to you:

First
It's been noted that some people received the following error when making their payments on Friday:

"Your transaction was successful but there was a problem connecting back to the merchant's web site. Please contact the merchant and advise them that you received this error message."

If you had this issue PLEASE send me an email sales @ mephisto genetics . com . Your payment was probably received but hasn't registered on the website and your order might be stuck in limbo. I will need to know:

Order number
Order total in €
Name on Card
Any other information you feel is relevant

If you log in to your account on the site and go on My Orders, if your order shows as 'Processing' then payment has been received and it has been logged with our system. If it says 'Pending' then a payment hasn't been received by us and you will need to contact us.

Second
I have unclaimed Bitcoin payments. If you have paid with Bitcoin but are yet to hear from us, please email sales @ mephisto genetics . com with your order number and amount of Bitcoin sent (0.00876 for example)

Third
When the store was created, certain products, or pack sizes of products, got marked as virtual products. This has caused a few issues:
1)a) Orders that solely contain these products have no postage attached to them - we will honour these orders as it was our error that led to this happening.
b) As these orders are 'virtual' orders they don't get marked as processing (i.e we need to pack them) they get automatically marked as complete (i.e the customer already has the product) which means that we haven't seen that they actually need shipping and sending. I caught this error this morning and have any UK/EU affected by it packed and sent (with the exception of one I'm waiting on a shipping address from). US orders affected will follow shortly.
2) As these products are 'virtual' and don't need shipping, they aren't showing on peoples shipment confirmation. So you will get a shipping confirmation that doesn't match your order. As the shipping email is sent AFTER the processing stage, your order is all together and packed and sent as one entity, you don't need to wait for a second shipment.

The products I can see that are affected are:

SODK
Gold Glue
Creme-de-la-Chem

If there are others, please let me know by emailing me at the address above. I'm almost certain I've rectified this error now, but as the orders were placed prior to me spotting the issue, shipments emails will still be affected.

Fourth
I posted this in the customer service thread, but might shed some light on our future plans:

We have super limited quantities, the problem we had was that we had to have universal stock, and with taking offline payments it was impossible for us to monitor small stock levels. Four things need to change for us to be able to put it back in stock with the correct quantities in each location:

1) Have a website capable of having a live stock
2) Only accept online payments so a live stock is accurate and products won't oversell
3) Have a separate stock count for each location of distribution
4) Have a store that is separate for each customer based on their location so they can only buy from the correct distribution hub.

We are currently building new stores linked to each distribution hub (US, Canada & Rest of the World) that are able to be managed from the same place whilst being separate entities in their own right in terms of shipping and payment options, stock levels etc. The reason we're doing this initially was due to the payment problems we've been having - the US and Canada have a different protocol for fraud prevention and the 'trustworthiness' of the company you're sending your details to. Our store is configured to be compliant with the EU and almost every other place, so it works fine. However, some US and Canadian banks don't play by our rules and will block any payments made to locations they are unfamiliar with. There are two workarounds for us:

1) 'Hack' the protocols for our payment processing so that it could be accepted anywhere
2) Build separate stores for each location with the payment protocols set at the correct standard for each separate location.

Option two had the knock-on effect of helping us solve the conundrum of the first part of this post, so although it's much more work intensive it will be a better option for us long term. I hope that helps a little.

Essentially, this means that those who had issues with card payments will soon, I hope, not have those issues as the store will be configured based on your location. As this will be IP based, you might come across issues if you use a VPN or Tor browser, for example. It also means that limited stock items can be put back in stock, for example Illuminautos [HASHTAG]#32[/HASHTAG], [HASHTAG]#34[/HASHTAG] & [HASHTAG]#35[/HASHTAG]. Bitcoin will also, hopefully, be integrated into the site so that those payments will be instant.

Fifth
Canada - Royal Mail has this to say about shipping to you:

As a result of ongoing industrial action, Canada Post have advised Royal Mail and all other International Postal Operators to suspend the dispatch of international traffic, until further notice. We are now pausing the acceptance of any items being sent to Canada. This will affect all Royal Mail International products, and Parcelforce Worldwide Global Priority and Global Value services will also be affected. Canada Post is advising commercial customers and consumers that items in or entering its network will have long and unpredictable delays before being delivered - this extends to international items. Due to previous exhausted negotiation efforts, this is likely to be the situation for the foreseeable future - meaning the next several weeks, including the peak holiday season and through January 2019.

Canada Post are aware of the effect on all customers and are continuing to attempt to reach a settlement with the Canadian Union of Postal Workers (CUPW).

Until this is resolved, we have had to turn Canada off as a shipping option for the .com store.


I hope this clears a few things up for everyone, there's probably some things I've missed.

 

[Cali-Dream]

Wonderful customer service, thanks for the heads up.

 

[MrGoat]

Agreed top notch customer support!


Sent from my SM-N960U using Tapatalk

 

[Arsenal]

Well I fall under the Second column and have sent you at least three emails with confirmation from Coinbase but have yet to hear anything, even an acknowledgment that you received my inquiry. Dylan was correct, the times they are a changing.

 

[Brad_Mephisto]

Well I fall under the Second column and have sent you at least three emails with confirmation from Coinbase but have yet to hear anything, even an acknowledgment that you received my inquiry. Dylan was correct, the times they are a changing.

I've just seen your email enquiry - I have that order marked as paid and an email to say that payment is complete should have been sent to you via our website. I don't send separate confirmation emails to customers any more as it should send through the website, and I don't want to bombard people with two or three emails about the same thing. If you haven't received that email to say that payment is complete I can try to resend it now.

 

[Arsenal]

I've just seen your email enquiry - I have that order marked as paid and an email to say that payment is complete should have been sent to you via our website. I don't send separate confirmation emails to customers any more as it should send through the website, and I don't want to bombard people with two or three emails about the same thing. If you haven't received that email to say that payment is complete I can try to resend it now.

Under my account on the website it shows my four orders the first shows complete, not sure what that means since I haven’t received the package, second order says pending even though Coinbase says complete and order three and four say processing. The entire update system needs a revamp imho since it seems like mass confusion which I have to assume is due to rushing to market in order to take advantage of the Black Friday event. I remember the first time I dealt with MG, unbelievable customer service, which kept me coming back. I had gone to only buying Mephisto gear but after all of this BF nonsense I’m taking a pause. Hope it gets sorted b/c Mitch has worked hard over the years to build up the biz and I hate to see growing pains taking their toll. Just my .02.

 

[stan_mephisto]

Under my account on the website it shows my four orders the first shows complete, not sure what that means since I haven’t received the package, second order says pending even though Coinbase says complete and order three and four say processing. The entire update system needs a revamp imho since it seems like mass confusion which I have to assume is due to rushing to market in order to take advantage of the Black Friday event. I remember the first time I dealt with MG, unbelievable customer service, which kept me coming back. I had gone to only buying Mephisto gear but after all of this BF nonsense I’m taking a pause. Hope it gets sorted b/c Mitch has worked hard over the years to build up the biz and I hate to see growing pains taking their toll. Just my .02.

You first order says delivered yesterday, your second order is set to arrive Friday, your third order is packed and hitting post today.

Confimation emails for payment, order being packed, and shipped have been sent for all three orders. Your fourth order is still processing.



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[slowandeasy]

May I say something? Black Friday was less than a week ago. I know we all want our stuff yesterday and we ordered it today...but come on guys. Amazon has just made us all greedy bastards. Chill the F out. I used to have to wait months for seeds and send Secret Santa letters over seas with Money Orders and pray I would get something in return. If I know one thing, you will get your order from Mephisto. It will have Freebies and you are paying almost nothing for your seeds. If you can't wait a few days for quality genetics, you are the problem...not them. I can promise that I have spent much more money on BF orders than most and I am not complaining or concerned. Peace, slowandeasy

 

[Mizzo81]

You first order says delivered yesterday, your second order is set to arrive Friday, your third order is packed and hitting post today.

Confimation emails for payment, order being packed, and shipped have been sent for all three orders. Your fourth order is still processing.



Sent from my SM-N950U1 using Tapatalk

Bam CS doing its thang. Stan your doing a great job keep up the good work.

 

[Arsenal]

You first order says delivered yesterday, your second order is set to arrive Friday, your third order is packed and hitting post today.

Confimation emails for payment, order being packed, and shipped have been sent for all three orders. Your fourth order is still processing.



Sent from my SM-N950U1 using Tapatalk

Thanks, the order that showed up is an order I placed before the BF sale. No worries, hope it all works out for you.