Hancock Sandblast & Paint, LLC

**Message to buyer**Hi ***,First of all I am sorry for the inconvenience or confusion, I see you have not previously ordered from usI have submitted the refund in full but please read to understand our reasoning.When someone creates a custom ID Badge such as this we require authorization such as a short email (from an address which can be verified online) or a note on an official letterhead emailed or faxed inThis verifies the customer is who they say they are as well as giving us the authorization to produce these badgesWe deal with several police departments, public serviceman, and government officials where this could cause a real problemEven in a case such as this if someone were to get into a business or home impersonating a direcTV installer the repercussions to these individuals as well as hurting the companies imageLooking over each card takes our staff time and money which is why we offer a store credit if any authorization cannot be produced and the customer does not want to change their design to one that may be printed without any authorization.This is clearly documented in our terms and conditions which not only must be agreed to before checkout, but are posted in full on the checkout page to be as clear as possible for the buyerThey state that we reserve the right to deny any card we feel fit, and that everything is up to our discretion as this is not exactly black and whiteIf the customer cannot provide any authorization for the denied cards they can change the design as much or little as needed, or receive store credit to be used later or on other productsBy checking the box before checkout you acknowledged this and agreed to this binding contractWe hope you understand, and hope to hear back from you in the future.-IDCreator

***, I'm sorry to hear about this incidentI will resolve this immediatelyI believe Jessica was referring to the time limit set by banks on voiding credit card transactions (which is typically days)Since this credit card charge is more than days old, we wouldn't be able to refund
the credit cardHowever, I am able to send you a check for the $refundCould you please confirm your address and name to write the check to? Best Regards, Sam C***

I am very sorry that we were not able to satisfy the customer in this case, that is always our number one goal.After some review it appears this customer placed an order at 3:PM (Arizona time, where our office is located)We have a full support staff in our office who help customers over the
phone, email, and our website's live chat who assist customers from 9:AM - 5:PM (business hours) our timeThe only record of contact from this customer is the attached email we received yesterday in which she says that she just saw the charge from us and remembered that this was an order she placed for products she did not receive rather than the comment on Revdex.com claiming she tried numerous times to cancel this order (even though we received no contact from February - June, Tracking info is accessible via our website, or via assistance by our staffIf this customer had contacted us and informed us that they did not receive an order they placed we would gladly send a reshipment of the products upon verification.This customer has filed a credit card charge-back contesting this charge in the last daysAs per our very clear terms and conditions required to agree to before placing an order, we will not submit a refund for this orderPer the credit card charge-back case process we would not be able to refund the buyer even if this was not the case as the money is being held by a third party until the case has been decided.Had the customer contacted us prior to the complaint or contesting the credit charge we would be happy to send out a re-shipment and try to fulfill this order to the customers standards upon proof the products were not receivedIt is unfortunate we were not able to achieve customer satisfaction on this order, but that was simply not possibly due to the inconstancy of claims and lack of contact

[redacted],  I am sorry about your recent troubles with your order. Unfortunately, we aren't able to print your ID Cards because we do not have the authority to replicate copyrighted materials. In order for us to print your ID Cards, we would need the permission from your School. This...

permission must come from an authorized member of the administration.  We have refunded your Credit Card for the full amount of your order Thank You! Best Regards,Sam C[redacted]

**Message to buyer**Hi [redacted],First of all I am sorry for the inconvenience or confusion, I see you have not previously ordered from us. I have submitted the refund in full but please read to understand our reasoning.When someone creates a custom ID Badge such as this we require authorization such as...

a short email (from an address which can be verified online) or a note on an official letterhead emailed or faxed in. This verifies the customer is who they say they are as well as giving us the authorization to produce these badges. We deal with several police departments, public serviceman, and government officials where this could cause a real problem. Even in a case such as this if someone were to get into a business or home impersonating a direcTV installer the repercussions to these individuals as well as hurting the companies image. Looking over each card takes our staff time and money which is why we offer a store credit if any authorization cannot be produced and the customer does not want to change their design to one that may be printed without any authorization.This is clearly documented in our terms and conditions which not only must be agreed to before checkout, but are posted in full on the checkout page to be as clear as possible for the buyer. They state that we reserve the right to deny any card we feel fit, and that everything is up to our discretion as this is not exactly black and white. If the customer cannot provide any authorization for the denied cards they can change the design as much or little as needed, or receive store credit to be used later or on other products. By checking the box before checkout you acknowledged this and agreed to this binding contract. We hope you understand, and hope to hear back from you in the future.-IDCreator