Fast Track IT

November 24, Complaint ID: [redacted] RE: [redacted] Desired Settlement: Refund We have received the above complaint made by [redacted] and this is our response At Fast Track IT, we always strive to be transparent in all business transactions and work with both, bidders and sellers in a fair and honest way We have independent sellers that use our Platform to sell their items These auctions are clearly marked as independent seller auctions We rely on the independent sellers to follow our protocol when handling customer issues such as refunds and such However, in this instance, the independent seller did not follow protocol and therefore Mr [redacted] ’s refund was not communicated to our corporate office in order to make it happen We sincerely apologize to Mr [redacted] for this oversight and as a measure of good faith, we will not only refund the amount he requested for the item of $but have rounded it up to an even $as a gesture of our sincere apology I have attached a copy of the credit receipt for Mr [redacted] ’s records and he really should expect this $credit to his credit card account within to business days depending on his banks policies Since we have already paid the seller for the sales of this auction, we will be deducting this from their future settlements and will include another training session that will focus on the proper protocol to follow for customer care We hope Mr [redacted] will continue being our bidder and using our services and please relay that if he does not get the response needed from an independent seller, he may contact the corporate office to step in on these matters

Ms [redacted] ***,I am sorry for the delay in shipping of your [redacted] *** Per your request, we have refunded you for the full amount and I've attached the document for your records Please allow to business days to receive your credit depending on your bank policies.Please allow me a moment to explain our policy and procedures for shipping items and the time frames to allow On this particular auction, the auction closed on the Decand pickup for removal was on Dec4, and Past experience has taught us to not ship items prior to the removal dates because sometimes bidders decide to make the journey and pick up their items in person after we have already expensed getting their items pulled and ship ready I see by your complaint that you first contacted us on Dec to pull and ship your item which was the Monday following the removal dates, that is perfect Once we receive a shipping request, our team prints out the invoice of item(s) to be pulled and placed into the shipping department bin to be pulled from the auction location in the warehouse Once the item is pulled from the warehouse, it is taken into the shipping department to be weighed and measured in preparation for shipment At this point, any shipping expenses have to be charged to the bidder that include the pallatizing fees, etc If it is being shipped via FedEx, we create those labels in-house, however, if the item(s) are shipping via freight carrier, then we only get the items ship ready and it is the responsibility of the bidder to contact their freight carrier to arrange for pickup which includes sending our team a copy of the Bill of Lading After the bidder is charged for the fees, our team sends out the paid in full invoices with the shipping charges added for each bidder's records.On any given day, we have approximately auctions that are live, the same amount of auctions that have closed and the same amount of auctions that are in the process of removal We also have over 50,active bidders that email, call and repeat for each and every auction We aim for a day shipping turnaround although we get almost everything out within a week's time In the time leading up to the holiday, we are doubling the amount of auctions while still trying to meet these goals for our bidders to have items in time for the holiday.On your complaint, I notice that you filed a complaint with the Revdex.com on the 17th of December, a mere days after your auction removal date We did refund you as a one time courtesy, however, we will ask that you allow ample shipping time on future purchases or bid on auctions that will allow you a more convenient pickup location

November 24, 2014
 
Complaint ID: [redacted]
RE:  [redacted] [redacted]
Desired Settlement:  Refund
 
We have received the above complaint made by [redacted] [redacted] and this is our response.
At Fast Track IT, we always strive to be transparent in all business transactions...

and work with both, bidders and sellers in a fair and honest way.
We have independent sellers that use our Platform to sell their items.  These auctions are clearly marked as independent seller auctions.  We rely on the independent sellers to follow our protocol when handling customer issues such as refunds and such.  However, in this instance, the independent seller did not follow protocol and therefore Mr. [redacted]’s refund was not communicated to our corporate office in order to make it happen.
 
We sincerely apologize to Mr. [redacted] for this oversight and as a measure of good faith, we will not only refund the amount he requested for the item of $83.09 but have rounded it up to an even $100.00 as a gesture of our sincere apology.  I have attached a copy of the credit receipt for Mr. [redacted]’s records and he really should expect this $100.00 credit to his credit card account within 3 to 5 business days depending on his banks policies.
 
Since we have already paid the seller for the sales of this auction, we will be deducting this from their future settlements and will include another training session that will focus on the proper protocol to follow for customer care.
 
We hope Mr. [redacted] will continue being our bidder and using our services and please relay that if he does not get the response needed from an independent seller, he may contact the corporate office to step in on these matters.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Ms. [redacted],I am sorry for the delay in shipping of your [redacted].  Per your request, we have refunded you for the full amount and I've attached the document for your records.  Please allow 3 to 5 business days to receive your credit depending on your bank...

policies.Please allow me a moment to explain our policy and procedures for shipping items and the time frames to allow.  On this particular auction, the auction closed on the Dec. 2 and pickup for removal was on Dec. 4, 5 and 6.  Past experience has taught us to not ship items prior to the removal dates because sometimes bidders decide to make the journey and pick up their items in person after we have already expensed getting their items pulled and ship ready.  I see by your complaint that you first contacted us on Dec 8 to pull and ship your item which was the Monday following the removal dates, that is perfect.  Once we receive a shipping request, our team prints out the invoice of item(s) to be pulled and placed into the shipping department bin to be pulled from the auction location in the warehouse.  Once the item is pulled from the warehouse, it is taken into the shipping department to be weighed and measured in preparation for shipment.  At this point, any shipping expenses have to be charged to the bidder that include the pallatizing fees, etc.  If it is being shipped via FedEx, we create those labels in-house, however, if the item(s) are shipping via freight carrier, then we only get the items ship ready and it is the responsibility of the bidder to contact their freight carrier to arrange for pickup which includes sending our team a copy of the Bill of Lading.  After the bidder is charged for the fees, our team sends out the paid in full invoices with the shipping charges added for each bidder's records.On any given day, we have approximately 45 auctions that are live, the same amount of auctions that have closed and the same amount of auctions that are in the process of removal.  We also have over 50,000 active bidders that email, call and repeat for each and every auction.  We aim for a 10 day shipping turnaround although we get almost everything out within a week's time.  In the time leading up to the holiday, we are doubling the amount of auctions while still trying to meet these goals for our bidders to have items in time for the holiday.On your complaint, I notice that you filed a complaint with the Revdex.com on the 17th of December, a mere 9 days after your auction removal date.  We did refund you as a one time courtesy, however, we will ask that you allow ample shipping time on future purchases or bid on auctions that will allow you a more convenient pickup location.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  They have followed through and have refunded the money.
Regards,
[redacted]