Merrill Corporation

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ I researched this complaint and found that there was a miss communication with the customer regarding the delivery of his orderWe did not communicate effectivelyThe customer was concerned about the delivery date for a time sensitive order so he contacted our customer service team via web chatBased on the time that the order was submitted an upgrade to our standard shipping method was requiredOur customer service representative recommended that the customer upgrade to Overnight shipping and also stated that Saturday delivery was available as wellThe customer was led to believe that by upgrading to overnight shipping it would automatically come on Saturday if it shipped on FridayThat was not the caseWithout designating Saturday delivery, the package was shipped Overnight but it was delivered on Monday instead of SaturdayBased on my review of the complaint, I have approved the requested credit Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit was approved, but they never issues the 50% refund to my cardUntil that is done, this will not be resolved Final Business Response / [redacted] (4000, 9, 2015/08/12) */ The requested credit was processed internally on August 5thWe also received confirmation from CyberSource (credit card payment system) that the credit went through on August 5th at 11:09pmWe contacted the customer and explained to him that the credit was settled by Merrill and that it will not show on his credit card statement until his bank settles it on their endWe recommended that he contact his bank to get confirmation of the credit

Initial Business Response /* (1000, 5, 2015/08/05) */
I researched this complaint and found that there was a miss communication with the customer regarding the delivery of his order. We did not communicate effectively. The customer was concerned about the delivery date for a time sensitive order...

so he contacted our customer service team via web chat. Based on the time that the order was submitted an upgrade to our standard shipping method was required. Our customer service representative recommended that the customer upgrade to Overnight shipping and also stated that Saturday delivery was available as well. The customer was led to believe that by upgrading to overnight shipping it would automatically come on Saturday if it shipped on Friday. That was not the case. Without designating Saturday delivery, the package was shipped Overnight but it was delivered on Monday instead of Saturday. Based on my review of the complaint, I have approved the requested credit.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit was approved, but they never issues the 50% refund to my card. Until that is done, this will not be resolved.
Final Business Response /* (4000, 9, 2015/08/12) */
The requested credit was processed internally on August 5th. We also received confirmation from CyberSource (credit card payment system) that the credit went through on August 5th at 11:09pm. We contacted the customer and explained to him that the credit was settled by Merrill and that it will not show on his credit card statement until his bank settles it on their end. We recommended that he contact his bank to get confirmation of the credit.