Recently I received an unexpected bill from the Scholastic, the book publisher that does school book fair and book club. Upon further research I found it's likely related to my older daughter's book fair purchase. But there are two issues: 1) I gave e-wallet to my daughter, /1
2) I talked to my daughter and the amount seems not matching ($22 in the bill vs probably $12 spend). She no longer has the receipt, I know I know no judgement here. I was about to pay then I decided to give Scholastic a call due to some feedback associated with them. /2
Customer rep on phone is very polite, listened to my explanation, and said "I heard some complaints related to e-wallet. And I will bring up in our next meeting" or something like that. I told her the transaction number and all related info. She said my account has 0 balance. /3
I should mentioned it earlier that the e-wallet got refunded looking from my credit card transaction (it was $20), and I did tell the customer rep in my explanation. And I wanted to be fair because my daughter did get something. She said she has no where to accept my payment. /4
A take away I want to add is a good accounting or billing system is very important. In terms of company culture, I also think "radical transparency" is important too. Everyone every organization makes mistakes, the more important thing is to recognize it and learn from it /5
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