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Chapter 12. Creating Customer Assistance... > Case Study: E-mail Responses from Am...

Case Study: E-mail Responses from Amazon.com

So I was shopping for a book, and I chose the famous patented 1-Click® order, and then I realized I would need the book faster than usual, so I went to My Account and changed the shipping options. Or so I thought. Turns out—I figured out after an hour of fiddling—once you start a 1-Click® order, you cannot change the settings for that order. Any changes only apply to the next order. What I now realize I should have done is cancel that order and start over. But I was too stupid to do that. (Not that the labels warned me that changing my shipping options didn't really change my shipping options right away).


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