Dankfactory
Well-Known Member
We want to preface this by saying that we understand the customer's feelings and emotions in regard to this transaction. We'd like to respond to this thread as it represents information that we think needs clarification in regard to our efforts to resolve issues and live up to standards we present to our customers:
We state that we ship most orders in 2 to 3 business days, although it's usually quicker. In this case the customer ordered on the 11th (Saturday) and we shipped out their entire order less one item on the 14th (Tuesday--2 business days). The last item arrived a day late at our warehouse due to shipping delays and we shipped it out on the 15th (Wednesday--3 business days). Customer lives on the east coast, and selected Ground Shipping, while we're in Arizona, which is 5 business days from their location.
Secondly, we spoke with the customer about the duplicate transaction they saw on their account. We checked our system, but even after talking to our gateway merchant professional, they stated that there was no duplicate transaction and that it must be a problem with the card issuers bank (email message below in quotes, which was forwarded to said customer). Our guess was that the customer's bank registered a credit card authorization and the credit card sale as different transactions. I told the customer we'd be happy to speak with their bank to clear up any issues if that in fact was the problem, but they declined.
Had it been our fault, we would have accepted full responsibility for any charges the customer would have incurred due to our failure. We encourage the customer to allow us to contact their bank to assure that the overdraft fee is reversed due to the bank's error.
"XXXX,
Per our conversation, the transaction for XXXXXXXX was only processed once. I am not able to locate two transactions for this customer. There is a discrepancy with her bank and amount of authorizations that were released but that does not mean we charged her twice. There was only one transaction that was authorized and released to Authorize.net for funding. Your customer will need to call the card issuing bank and have those funds released that are still in a pending state.
Please let me know if this helps.
Thanks,
Thank you for contacting Customer Support.
Regards,
XXXXXXXXX
Authorize.Net Customer Support"
OP pretty much clowned himself. You're response seems reasonable. Always more to the story
