I've reviewed this case and it appears that the customer's order was flagged because it was out of our terms of use: [Service Rules: You agree not to engage in any of the following prohibited activities in connection with the Service: (ix) impersonating another person or otherwise misrepresenting your affiliation with a person or entity, conducting fraud, hiding or attempting to hide your identity; ] You can refer to our terms of use here: [redacted] After reviewing our correspondence with this customer, it is clear that our customer service agent was just following standard procedureWe reached out to the customer to verify their information with an allotted hours to respond, but since we did not receive any response from them within hours, their order was cancelled We cannot re-instate this order because it was placed more than months agoWe are going to analyze our standard protocol for addressing customers who are flagged for using multiple accounts, which is out of our terms of use, and make adjustments to avoid any sort of miscommunications in the future We offered that the customer re-activate one one of their accounts so that they could re-place the order within our terms of use but they chose not to I can provide the time stamps to our email correspondence if necessary Best, Kelsey L***
I've reviewed this case and it appears that the customer's order was flagged because it was out of our terms of use: [Service Rules: You agree not to engage in any of the following prohibited activities in connection with the Service: (ix) impersonating another person or otherwise misrepresenting your affiliation with a person or entity, conducting fraud, hiding or attempting to hide your identity; ] You can refer to our terms of use here: [redacted] After reviewing our correspondence with this customer, it is clear that our customer service agent was just following standard procedureWe reached out to the customer to verify their information with an allotted hours to respond, but since we did not receive any response from them within hours, their order was cancelled We cannot re-instate this order because it was placed more than months agoWe are going to analyze our standard protocol for addressing customers who are flagged for using multiple accounts, which is out of our terms of use, and make adjustments to avoid any sort of miscommunications in the future We offered that the customer re-activate one one of their accounts so that they could re-place the order within our terms of use but they chose not to I can provide the time stamps to our email correspondence if necessary Best, Kelsey L***