Query from a customer about article remaining once purchased

[JD]

Can anyone shed any light on this comment I received from a customer (it's the guy who's buying the UK insurance and mortgage articles). He says, '...can you ensure that the articles are pulled from the website once paid for as the system is misleading and I could accidently pay twice'. I am going to respond to him saying that once an article is bought for full rights, which is what he's buying, then it's taken down from the site. Is this immediate though, or is there some delay? If there's a delay then that could be the problem.

Any advice/info would be good.

Many thanks.

Jane

[Ed]

It's my understanding that the articles are removed immediately.

[JD]

Thanks, Ed. That's what I thought. I don't want to tell him to slow down when it comes to purchasing his articles

[Celeste Stewart]

Yes, they are removed immediately unless there's something going on with the transaction (but that's rare).

Occasionally, an article gets stuck but if there's ever an issue, CC support takes care of it. For example, last week one of my customers decided to pay via PayPal instead of creditcard so he cancelled the order and the transaction got frozen - he couldn't get in to purchase the articles. It was resolved in 20 minutes or less.

I'd assure him that articles are removed once purchased for full or unique rights and that you'll double check to be sure that any articles he buys from you are removed (and then do so).

[JD]

Thanks, Celeste. Will do as you suggest.

[constant-content]

This and they have to purchase "unique" or "Full Rights" for the article to be removed.