Numei

The customer placed 2 orders on Aug 4. These were shipped and scanned by the post office on Aug 5, 11:25 am EST. Packages were shipped via USPS First Class Mail.
The customer placed another order on Aug 5. This was picked up by the post office on Aug 6 at 3:14 pm EST and processed by the USPS processing center on Aug 7 at 3:14 am EST. Package was shipped via USPS First Class Mail.
We received the customer's email to cancel the orders on Aug 7, evening EST (we are on Eastern Std Time and customer is on Pacific Std Time). We replied her on Aug 7, 6:14 pm EST that all 3 orders had already been shipped and that we were unable to cancel the orders at that time.
We subsequently emailed her the tracking information as proof of shipment for all 3 orders. From the tracking information that was provided by the Post Office, it clearly showed that the packages had been shipped at the time of our response. We were no longer able to retrieve the packages.
We offered that she refused the packages when they arrived at her location and have the post office 'Return to Sender' (at no cost to her), and we will provide a full refund for all 3 orders.
The customer still refused to believe that the orders had already been shipped at the time of her contacting us to cancel and that we were unable to cancel the orders at that time. Despite our sending multiple emails to explain the situation and despite our providing her with proof of shipment and tracking information provided by the post office, the customer refused to look at the facts of the situation and instead chose to think that we had manufactured or made up all of the shipping and tracking information to mislead her.
1. To claim that we could manufacture and make up the dates and times for package pick up and processing as indicated on the POST OFFICE WEBSITE almost hinges on the point of being ridiculous. The information is provided by the post office. How it is even possible for us to manufacture that information and post it on the post office website is beyond us.
2. Her lack of understanding that the USPS processing centers operate round the clock and process mail at all hours of the day, even in the early morning hours, has led to her disbelief. The USPS processing centers work round the clock to process the large amount of mail they receive on a daily basis.
3. The customer is on Pacific Standard Time (PST) and we are on Eastern Standard Time (EST). She claims that there is something 'suspicious' about the 3:14 am and 3:14 pm times. Emails are time-stamped to reflect the local times per the location of the sender and receiver. The email she had received at 3:14 pm her time is actually 6:14 pm our time. It is a coincidence that the post office scanned the package at 3:14 pm on Aug 6, and processed the package at 3:14 am on Aug 7.
4. All 3 packages were delivered on Monday, Aug 10. If we had shipped the packages via USPS First Class Mail on Aug 7 (Friday) evening as she claims, it would have been impossible for the post office to deliver them on Monday, Aug 10 from Florida to California. With the COVID-19 situation, we all know that processing times at the post office are longer than normal and it would not have been possible for the post office to deliver the packages so quickly via USPS First Class Mail.
5. We had offered her a full refund when the packages are refused and returned to us.

Instead of looking at the facts, the customer has chosen to file a complaint with the Revdex.com with false accusations, trying to smear our company's reputation. Her baseless accusations of our manufacturing/making up and changing dates of shipments of her orders are absolutely preposterous. Her ignorance has led to unnecessary mistrust and untrue allegations. We believe that we acted professionally, honestly and in good faith with consideration for the customer.

We respect our customers and always do our best to resolve matters reasonably and amicably to our customers' satisfaction. It is when customers behave irrationally and illogically that we request the Revdex.com judiciously and thoroughly review all the facts presented in this case and provide a prudent and appropriate resolution.

If you need more information or determine that these explanations and evidence submitted do not completely satisfy the Revdex.com view that we have acted appropriately and according to good business practices, please contact us immediately.
In the event that such unfounded and malicious claims lead to a disparagement of our business reputation on a Revdex.com website or other such sites, we would be compelled to seek legal action against the customer as well as the site owner to remove such slanderous and groundless information.
Thank you.

Attachments:
1. Customer Email Correspondences
2. Tracking information for 1st Order
3. Tracking information for 2nd Order
4. Tracking information for 3rd Order
5. Customer's 1st Order
6. Customer's 2nd Order
7. Customer's 3rd Order.

1. We have submitted all documents to the BB proving that the packages were shipped per the dates as confirmed by the tracking information on the US Post Office website. We did not manufacture any dates or times as the customer claims. The customer may verify with the post office.
2. The tracking email sent to the customer were to inform her that the packages had been shipped and in the emails were the tracking numbers where she could obtain the shipping status of the package. The tracking emails DO NOT indicate that the packages were shipped at the time of the emails.
3. We had offered the customer a full refund when she refused the packages and returned them to us. She would get the entire refund for her orders. As the packages had already been delivered, she needs to refuse the packages and have the post office 'Return to Sender' and she would have her full refund.

Thank you.