On May *, 2016 FreshDirect received a charge back notification on two orders on the account belonging to [redacted]. On May *, 2016 we spoke with [redacted] and explained the difference between an authorization and a final charge. On May **, 2016 we again spoke with [redacted] and...
reviewed with her the charges and how they are billed. We have since spoken with [redacted] and resolved the payment issues on the account. The account has been reactivated and she is now able to shop with us. Thank You.
[redacted] is correct that our team made errors that we have worked to address. When [redacted] corresponded with us about her order that was not delivered due to the storm, the agent incorrectly responded that she would not be charged for the order when in fact, she was charged and also credited; however, the credit was still processing. Regarding her DeliveryPass subscription, the refund was inadvertently placed on the wrong order, which resulted in refunding the incorrect credit card. [redacted] brought it to our attention and we advised her to contact her credit card company to transfer the balance. Additionally, we issued the credit a second time to the correct credit card and [redacted] will likely receive both credits. We are happy to do that since these issues were not handled as they should have been.
We apologize for the inconvenience. The refund was issued today and based on his credit card company's processing, he should see the refund in the next 3-5 business days.
On May *, 2016 FreshDirect received a charge back notification on two orders on the account belonging to [redacted]. On May *, 2016 we spoke with [redacted] and explained the difference between an authorization and a final charge. On May **, 2016 we again spoke with [redacted] and...
reviewed with her the charges and how they are billed. We have since spoken with [redacted] and resolved the payment issues on the account. The account has been reactivated and she is now able to shop with us. Thank You.
[redacted] is correct that our team made errors that we have worked to address. When [redacted] corresponded with us about her order that was not delivered due to the storm, the agent incorrectly responded that she would not be charged for the order when in fact, she was charged and also credited; however, the credit was still processing. Regarding her DeliveryPass subscription, the refund was inadvertently placed on the wrong order, which resulted in refunding the incorrect credit card. [redacted] brought it to our attention and we advised her to contact her credit card company to transfer the balance. Additionally, we issued the credit a second time to the correct credit card and [redacted] will likely receive both credits. We are happy to do that since these issues were not handled as they should have been.
We apologize for the inconvenience. The refund was issued today and based on his credit card company's processing, he should see the refund in the next 3-5 business days.