[redacted]Hello [redacted], Thank you for your email. I appreciate you taking the time to contact us here at Customer Care and I apologize for any inconvenience caused. Our records indicate that your order was shipped correctly to the specified address and I am very...
sorry to hear that you did not receive it. I can confirm that you were provided with the correct procedure information as when a customer reports that an order was not received, he/she is advised to file a dispute with their financial institution due to non-receipt of merchandise. Typically, credit card companies can issue the reversal within 24-48 hours, and will work directly with our corporate office to complete the investigation. The time frame for the reversal can vary depending on the bank. However, I understand that this situation has been an inconvenience and as a customer courtesy, we will be glad to issue a credit to your credit card in full for the order. I trust this will give us another opportunity to show you our commitment to customer satisfaction. For your reference, credits are typically processed within 7— 14 business days. Once the credit has been processed, it should reflect on your statement within 1 —2 billing cycles depending on your financial institution. Please note that we will not be able to extend this courtesy again and any lost orders will need to go through the dispute process. If you have any additional questions or concerns, please do not hesitate to contact me. Sincerely, [redacted] Janie and Jack Customer Care ###-###-####
[redacted]Hello [redacted], Thank you for your email. I appreciate you taking the time to contact us here at Customer Care and I apologize for any inconvenience caused. Our records indicate that your order was shipped correctly to the specified address and I am very...
sorry to hear that you did not receive it. I can confirm that you were provided with the correct procedure information as when a customer reports that an order was not received, he/she is advised to file a dispute with their financial institution due to non-receipt of merchandise. Typically, credit card companies can issue the reversal within 24-48 hours, and will work directly with our corporate office to complete the investigation. The time frame for the reversal can vary depending on the bank. However, I understand that this situation has been an inconvenience and as a customer courtesy, we will be glad to issue a credit to your credit card in full for the order. I trust this will give us another opportunity to show you our commitment to customer satisfaction. For your reference, credits are typically processed within 7— 14 business days. Once the credit has been processed, it should reflect on your statement within 1 —2 billing cycles depending on your financial institution. Please note that we will not be able to extend this courtesy again and any lost orders will need to go through the dispute process. If you have any additional questions or concerns, please do not hesitate to contact me. Sincerely, [redacted] Janie and Jack Customer Care ###-###-####