Vox Nutrition, INC

We received the following email and attachments from the business regarding this complaint.  It is our policy that all orders are paid in full up front, all refunds must be approved by an owner, and if it is the customer’s mistake we do not refund the processing fee. We do not charge a...

credit card before the customer has given us the approval. The last four digits of the card and the name on the card are listed on the invoice to indicate which card we are charging.On August 4th our customer approved their invoice stating everything was good to go except for a few minor changes they would like to have done to the label. Our sale representative responded back stating that would be fine and to email our Product Design department and they would get that taken care of. We then proceeded to charge the card they had noted on their approved invoice.The customer was in contact with our Product Design department beginning on August 5th. Several emails were sent back and forth with the customer attempting to give us access to a file in Dropbox with the new label design but we were unable to access it each time. Correspondence ended with the Product Design department on August 11th when the customer stated they had decided to source it through another company.Back August 5th the customer replied stating because the order was not 100% finalized due to the small changes needing to be made on the label they had not expected to be charged yet. They also stated they had not wanted the card on the invoice charged but they wanted to use a different card. Our sales representative sent a reply the same day apologizing for the error and asked for a new payment form to be completed and explained we would void the transaction and charge the new method of payment.On August 9th the customer sent a request to our sales representative for the order to be canceled. Our sales representative responded again on the same day stating we would refund all charges, but if the customer would like to continue with the order we would waive the processing fee and asked for clarification on which option the customer would like to pursue, to which the customer never responded. On August 25th, our sales representative reached out again asking how the customer would like to proceed and again received no response.With still no response to us, the customer filed their complaint with the Revdex.com and a chargeback with Meritus Payment Solutions on August 26th. Our business relationship with them began in March of 2016 and they have placed two other orders with us with no issues; if the customer had communicated more with our sales representative they would have found no need to involve these two organizations. We were more than willing to refund the payment if that is what the customer ultimately desired, but our sales representative received no clarifying response when reaching out to the customer with a possible solution.Please see attached.Thank you,Melissa N[redacted], AR Clerk800-795-7161 ext. [email protected]