Sentry denied two reports because I used the words "patio heater" instead of "outdoor heater."

I responded to the denial email that I disagreed, and I am waiting for clarification. What do you think, is a patio heater and an outdoor heater the same thing?

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When using Google, the results look like the two are used interchangeably.

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This sounds UNreasonable. Is there more to it? What did the editor say? I've had shops miraculously accepted despite far more egregious offenses...

Her original email stated the client will not accept the report because the client believes these are two different items.

I asked for a further review and the denial from the client in writing.

Sounds like add the to another reason "why do people hate Sentry so much?"

I would see this as an editor error. If the client has a hard fast rule on a particular term to be used, the editor should have made the correction before sending the report to the client. MHO

Shopping up and down the Colorado Rocky Mountain front range.

If this is the only problem, this is one of those rare cases where the client may reject the report, but the MSC should pay because the client got it wrong or did not insist that shoppers be told of their requirements. Also, new shop guidelines need to tell the shopper that only one term is accepted. I have done some Bare shops where the client's demands for terminology run to a couple of pages, as I recall. For another MSC and its client, the term "upsell" was banned, but at least the editors would catch and correct it, since they knew what the rule was!

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

This seems unreasonable. Are we evaluating customer service or not? What was the objective of the shop? To reject a report based on using an interchangeable term is beyond logic to me....but I’m still learning!

Susie shopping the Columbus Ohio area and outlying communities.

No other problems about my reports were in the email.

The sample form did not use quotation marks or state to use the exact phrase.

Did the guidelines specify the language? If the client is rejecting it, I doubt you have any recourse.

"I told myself to quit you; but I don't listen to drunks." -Chris Stapleton

If this is the only error in the report, I suggest going above the editor. Contact Dave and get clarification. If the client is that particular about the verbiage, said clarification should have been in the shop instructions and/or simply corrected by the editor. This seems too simple - are you sure there is not more to this?

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No, but the right thing for them to do would be to pay the shopper anyway.

Sounds like even their clients don't like Sentry.

______________________________________________________________________
Seriously, nobody cares that you're offended.

If there is more to it, I do not know what it is. These are the fifth and sixth shops I have done for this client, and the first four were approved.

That's an unacceptable reason to not pay. And the client rejected the report after seeing it, he/she is probably now "using" it for free.

I just took the certification and it states you have to ask for an outdoor heater.

Ah now that makes a BIG difference, but only if it says, that they exact words must be used.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Does anyone else wonder what someone would want to heat outside other than a patio? Maybe it's like what our parents said to us when we were kids. "Close the door! We can't afford to heat the whole neighborhood."

@walesmaven wrote:

Ah now that makes a BIG difference, but only if it says, that they exact words must be used.

those words are underlined.

I reread the training materials and it does say OUTDOOR heaters.

I thought this was to distinguish between INDOOR and OUTDOOR heaters. But I was wrong.

If their terminology is that specific, they should make that very clear in the guidelines.

I’m with you— the way this sounds, you did ask for an “outdoor heater.”

Even if they can’t use your report, the company should pay you in full and then update their directions to make this extremely clear to future shoppers.

If you are waiting for clarification then maybe you could have waited before posting here? Or, at minimum used a different subject line oriented at asking for advice? Seems that several experienced shoppers have pointed out that the guidelines do in fact cover the mistake you made.

Have you had previous issues with Sentry? If not, I do feel that at minimum the editor should have given you the opportunity to correct the report. Several MSCs reject reports if guidelines are not followed, they are not required to ask for corrections or clarifications.

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson

I posted facts, asked for help, and was helped by fellow shoppers. That is what the board is for. Do not try to make it into something else.

Edited 1 time(s). Last edit at 01/31/2018 01:02AM by jenamars.

Jen,

Did you ask for an outdoor heater or a patio heater? Is it also a requirement to use that exact term (outdoor heater) throughout the report or when you inquire about the product?

If it's only a requirement to inquire about an outdoor heater, and your report uses both terms interchangeably, I think the support system (editor) failed here.

Evaluating and mailing packages since 1994

I have to say, the OP's subject line and opening post are not inflammatory. She also stated she had completed four previous reports which were all accepted without issue.

I misinterpreted the training materials. They are vague but do not use the word "patio."

I too Googled it and found that patio heaters and outdoor heaters are pretty much synonymous.

I can't comment from experience because I have never read the guidelines. That said, if it is required the shopper use the term "outdoor heater" when asking a sales associate it should be made clear no other verbiage is acceptable. I have read guidelines of other shops requiring things be asked about in a very specific way. It is always clear there are not other options and failing to do so can result in the shop being rejected.

The guidelines say Outdoor Heaters, in capital, bold letters. It is also in their quiz. This is one, if not the main objective of the shop. I have done the shop. When you fill out the report, it asks you again, to make sure, if you included in your narrative the item you asked about. I am certain, and it is kind of obvious, that this is client’s request. Sorry, I know it’s frustrating but details count....outdoor is not patio...

@MikiNV wrote:

The guidelines say Outdoor Heaters, in capital, bold letters. It is also in their quiz. This is one, if not the main objective of the shop. I have done the shop. When you fill out the report, it asks you again, to make sure, if you included in your narrative the item you asked about. I am certain, and it is kind of obvious, that this is client’s request. Sorry, I know it’s frustrating but details count....outdoor is not patio...

You and several others have said that the guidelines are clear and obvious. The OP initially stated there is nothing in the guidelines, followed now by saying the guidelines are vague. Hopefully the OP will eventually admit they made a mistake and accept ownership.

Based on the initial discussion I assumed the OP was describing the atmosphere. Now it seems the task was to shop for the targeted item. In that case, they performed the shop incorrectly so there is nothing for the MSC to fix.

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson

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Sentry denied two reports because I used the words "patio heater" instead of "outdoor heater."

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