At the time of Emilie’s customer support request, Rocky Nook’s e-commerce retail experience did not support the collection of payment for products on pre-order. For the purchase of a pre-order product bundle (a forthcoming print book and an e-book set), payments would be split into two installments: one initial payment, and one final payment when physical books came into stock at the warehouse.

Final payments regularly failed to be collected due to changes in customers’ payment methods from the time of their initial payment, which resulted in the incomplete fulfillment of orders. There was also a gap in communications to customers if second payment attempts failed.

I worked with Emilie to resolve this communication and shipping gap. As a courtesy for the Rocky Nook team not catching and correcting this order’s payment failure, I extended to ship her physical book free of collecting the final payment.