Magic Carpet Yoga Mats

Initial Business Response /* (1000, 5, 2015/12/07) */
Thank you for giving me the opportunity to respond to case #XXXXXXXX, as I believe this claim is utterly false and should be dismissed.
[redacted] placed Order #FDDQ-XXXXXX with us on November 9th and contacted us on November 11th...

asking us why her mat had not shipped. Her tone seemed frustrated, and customer service is a top goal for our company. As the company owner, I usually am not the first to respond to customer service emails, but given her strong concerns and that our customer service representative was off for the next couple days, I responded to her personally on the same day, looping in our Shipping Assistant Evan to look into her order and issue a refund for shipping as a courtesy.
It later came to my attention that [redacted]'s order had indeed shipped in a timely manner. Clearly on the page where she placed her order is: "This item prepares to ship from Oakland, CA in 1-3 business days. From here, expect 2-5 business days for delivery within the continental US via USPS Priority, Overnight Delivery via UPS Next Day Air, and up to 4 business days for DHL international delivery." I've included screenshots of the page where she placed her order, and of the backend of our system showing that her order was placed on 11/9 and shipped on 11/12, well within the range listed on our site. Given this, we did not refund the cost of her shipping.
We are a small team with a small warehouse, and each order is hand packed and checked for quality control. We would never ship an empty box from our warehouse. It is the customer's responsibility to provide a secure address for the shipment, and once delivered, it is outside of our control whether packages are stolen or tampered with at the customer's residence. These terms are clearly defined in PayPal Seller Protection. PayPal acted as our POS for her order, and all orders on our site, regardless if the customer used a credit card or PayPal account to issue payment.
After receiving her package, [redacted] wrote to us again with the complaint that her package arrived empty. At this time, Evan followed company protocol and apologized for her experience and offered her support by providing customer service contact information for both PayPal and USPS. PayPal provides support for customers with payment disputes, and [redacted] did open a case with PayPal, Case ID PP-XXX-XXX-XXX-XXX. We have followed up with PayPal to deny this claim, and they have ruled in our favor as they are able to use the tracking number to confirm the package weight when it left our premises as well as delivery. Reference number PP-XXX-XXX-XXX-XXX may be used to track this ruling with PayPal. USPS, the carrier, offers support with mail theft or tampering issues, which also seemed relevant to her claim. Since the package left our premises complete, these services were the most appropriate response for [redacted] to resolve her claim that the package arrived empty, which we explained to her via email.
[redacted]'s emails felt troublingly aggressive, so we also did some research on her to make sure we were not in danger. We found that [redacted] has a history of aggravated stalking and other misdemeanors and felonies associated with false claims by computer. I have attached a screenshot of her arrest record for reference, with includes a photo and booking tracking numbers. At this time any further actions by [redacted] against us will be considered threatening and I would feel it appropriate to open a police report regarding her behavior, with the interest of my employees' physical and emotional safety in mind. I have never needed to consider this in response to a customer dispute before, and sincerely hope it does not escalate to this level. However, given [redacted]'s criminal history, I need to do whatever I can to ensure the safety of my team. I am also open to advice from the Revdex.com regarding appropriate response.
Based on the extreme unlikelyhood of [redacted]'s claim, aggressive persistence for a refund, unwillingness to pursue customer service resources offered, and her criminal record, I suspect [redacted] is attempting to fraudulently receive funds from our company. We have discussed this matter with PayPal and the concern is documented, Call Reference #XXXXXXXXX. Our records showing my communication with Evan regarding our conversation with PayPal, our PayPal conversation reference number, as well as the entirety of our correspondence with [redacted], are attached here.
I believe I have given a thorough and accurate response to this claim. If there is any information missing, or if the Revdex.com would like to speak further with me on this matter, I invite you to contact me for more details either by email or phone.
Thank you and take care,
[redacted]
Final Business Response /* (1000, 8, 2015/12/11) */
Thank you for giving me the opportunity to respond to case #XXXXXXXX, as I believe this claim is utterly false and should be dismissed.
[redacted] placed Order #FDDQ-XXXXXX with us on November 9th and contacted us on November 11th asking us why her mat had not shipped. Her tone seemed frustrated, and customer service is a top goal for our company. As the company owner, I usually am not the first to respond to customer service emails, but given her strong concerns and that our customer service representative was off for the next couple days, I responded to her personally on the same day, looping in our Shipping Assistant Evan to look into her order and issue a refund for shipping as a courtesy.
It later came to my attention that [redacted]'s order had indeed shipped in a timely manner. Clearly on the page where she placed her order is: "This item prepares to ship from Oakland, CA in 1-3 business days. From here, expect 2-5 business days for delivery within the continental US via USPS Priority, Overnight Delivery via UPS Next Day Air, and up to 4 business days for DHL international delivery." I've included screenshots of the page where she placed her order, and of the backend of our system showing that her order was placed on 11/9 and shipped on 11/12, well within the range listed on our site. Given this, we did not refund the cost of her shipping.
We are a small team with a small warehouse, and each order is hand packed and checked for quality control. We would never ship an empty box from our warehouse. It is the customer's responsibility to provide a secure address for the shipment, and once delivered, it is outside of our control whether packages are stolen or tampered with at the customer's residence. These terms are clearly defined in PayPal Seller Protection. PayPal acted as our POS for her order, and all orders on our site, regardless if the customer used a credit card or PayPal account to issue payment.
After receiving her package, [redacted] wrote to us again with the complaint that her package arrived empty. At this time, Evan followed company protocol and apologized for her experience and offered her support by providing customer service contact information for both PayPal and USPS. PayPal provides support for customers with payment disputes, and [redacted] did open a case with PayPal, Case ID PP-XXX-XXX-XXX-XXX. We have followed up with PayPal to deny this claim, and they have ruled in our favor as they are able to use the tracking number to confirm the package weight when it left our premises as well as delivery. Reference number PP-XXX-XXX-XXX-XXX may be used to track this ruling with PayPal. USPS, the carrier, offers support with mail theft or tampering issues, which also seemed relevant to her claim. Since the package left our premises complete, these services were the most appropriate response for [redacted] to resolve her claim that the package arrived empty, which we explained to her via email.
I believe I have given a thorough and accurate response to this claim. If there is any information missing, or if the Revdex.com would like to speak further with me on this matter, I invite you to contact me for more details either by email or phone.
Thank you and take care,
[redacted]