Our new online shop

[medievil2003]

Hi there, good afternoon

 

A quick question, we've just launched our online store and had our first teething problem!

 

We sold an item but completely forgot that we left an automatic discount on the system to apply on all orders over a certain amount, the customer was obviously very happy with this discount applied! As this was an error on our side, do we have to honour this order with the discount?

 

 

Many thanks

[silverfox1961]

If you haven't yet sent this out you should be able to cancel the sale however if you have already posted it, that's that.

 

do you have terms and conditions on your site? Do you have a contingency for this?

[medievil2003]

Hi Silverfox,

 

We've not sent the item out yet, but really needed a heads up on the legal side of things before we cancel the order and customer calls up.

 

We have t&s's yes but the only section i can see which may cover this problem is this:

 

(4) Products

The advertising of products on our website constitutes an “invitation to treat” - not a contractual offer.

Prices stated on our website may be stated incorrectly.

The purchase of products via our website will be subject to our terms of sale.

 

In all honesty, i think the first mistake we have made is not looking at this part in full...

 

Thank you

[silverfox1961]

As an 'Invitation to Treat' this is a two part term. The customer offers to buy and the seller agrees to sell. Other companies state that the contract is not complete until delivery has happened or has left the warehouse.

 

What are the terms of sale?

[dx100uk]

both argos & tescos have fallen victim to mis quoted prices

the ones the sent they could o nothing about

those not sent

money was returned and customers were told to re order.

 

 

dx

[medievil2003]

As embarrasing as this is, i dont think there is! There was a company who told us this is all we need and we followed.

 

Do we need a solicitor or similar to look through everything and include the correct terms?

[Mr.P]

We sold an item but completely forgot that we left an automatic discount on the system to apply on all orders over a certain amount, the customer was obviously very happy with this discount applied! As this was an error on our side, do we have to honour this order with the discount?

 

Legal debates aside, can you afford to take the loss on the discount or are you willing to upset a customer that might order again in the future ?

 

From a customer's perspective, I would be disappointed if the seller failed to ship at the price advertised and would look to buy elsewhere if the order was rescinded.

[medievil2003]

You see that's what i was feeling, we can take the loss as the fact its our fault and we are trying to generate the start of a customer base.

 

I was really looking to iron out any mistakes like this and to cover myself as and when i would decide to say the dreaded 'No' to the customers i then would have the correct answers to give.

 

Where should i go to make sure the entire shop is covered in respect of terms and conditions?

 

 

Thank you for your replies

[renegadeimp]

Let this sale go, and the buyer enjoy the item. Disable the discount, and overhaul your T&C's. If you need to brainstorm, check other online stores t&c's.

[silverfox1961]

Let this sale go, and the buyer enjoy the item. Disable the discount, and overhaul your T&C's. If you need to brainstorm, check other online stores t&c's.

That's not a bad idea at all.

 

as well as reading other terms and conditions, I would pay particular attention to when the contract is complete. Upon dispatch or when it arrives with a customer.

 

With this particular customer send the item and send a message stating your error and that this time you will let them have it at the quoted price and hope they visit again but then refer them to the terms and conditions for incorrectly priced items.