On Tuesday, we inadvertently sent out an email to a number of customers thanking them for their order the previous day. It's something we do with every order. Unfortunately, most these customers hadn't placed an order with us yesterday. Of course, the natural reaction was concern that someone had placed an order using their credit card.
We received dozens of calls, emails, and chat requests immediately after sending out the email. (If only our other emails inspired this type of response!). Once we realized that all these calls and emails were about the same issue, we looked into it and found this was a mistake with our email system. No orders were actually placed. All emails were answered quickly and although we couldn't answer all calls immediately, we returned all calls as quickly as possible.
Once everything was under control, I sent an email to the affected sailors apologizing for our mistake. We certainly didn't intend for this to happen and assured customers it was a mistake on our part. There was no need to worry about fraudulent orders. The email also included a store credit for those customers.
Although I wouldn't have blamed people for being annoyed, I was surprised by the number of emails we received from people thanking us for apologizing. Although we caused some rough seas, it was great to hear so many people so understanding of our mistake. Just another reason we love the sailors aboard our ship. Now, let's sail on to smoother seas ahead!