Paper Culture

On [redacted] 23, [redacted] Paper Culture received an email from the Customer indicating she was extremely disappointed in her Paper Culture Christmas card orderShe requested a full refund and she would be happy to return them if we provided a shipping labelThe Customer indicated issues: 1) Logo attribution on the cardDuring the personalization process, the customer is shown exactly how each card will be printed with the logoThe Customer is no exceptionThe Customer approved this image:https://www.paperculture.com/eco/proof-approval/le4VN2tFSeWKT1jSNgSWmQ/1?t...⇄ Culture provides a preview so that the customers know exactly what their cards will look like.2) Printing qualityPaper Culture believes it uses the best printing equipment in the world, but also understands that not everyone will be satisfied and that's why there is the ability to return any card for any reason for a full refund according to the Terms of Service.On [redacted] 25, ***, Paper Culture responded via email that Paper Culture would definitely process the refund once it arrives to the returns department at Paper Culture and that Paper Culture would credit her card for the full original amount that you paid upon receiving her packageThis is in accordance with our Satisfaction Guarantee that is part of the Terms of Service accepted by every customer https://www.paperculture.com/customer-satisfaction-guarantee.htmlPer the terms of the guarantee: "For returns, you will be responsible for the cost of shipping your order back and no credit or refund will be provided." On [redacted] 29th, Customer sent an email update stating she was processing the box for return per her instructionsSince Paper Culture had no action as no return was received yet, Paper Culture did not respond On Saturday, [redacted] 3rd, Customer followed to her email indicating it was her second response to the email, that she has submitted the return per instructions and that she would forward this correspondence to the Revdex.com if she did not receive the credit to my account within hoursOn Saturday [redacted] 3rd, Paper Culture responded via email with a link to Paper Culture's 100% customer satisfaction and reinforcing for the second time that Paper Culture would process the refund once we received the orderIn addition, if Customer thought Paper Culture should have received the package by now, please let us know but that it usually takes 5-days to receive it.On Sunday, [redacted] 4th, Paper Culture left a voicemail for Customer letting her know we didn't receive the package and to provide tracking to us so we could follow up on the packageThis voicemail was recorded in our Zendesk CRM system if it needs to be made availableOn Tuesday, [redacted] 6th, Customer emailed the tracking number for the package and a note saying it was delivered on Thursday, [redacted] 1stThe package does show as being delivered.On Tuesday, [redacted] 6th, Paper Culture emailed back hours later apologizing and letting her know he credited her account the full amount of $and that it would show up in 1-business daysJoe also provide a receipt to her showing the credit of $At this point, it seems that the customer has received the full refund for the original charge including the original shippingThat credit is $and Paper Culture has provided confirmation (transaction ID 20285685066) It seems that the amount in dispute is the return shipping chargeThe Paper Culture Satisfaction Guarantee that is part of the Terms of Service is accepted by every customer https://www.paperculture.com/customer-satisfaction-guarantee.htmlPer the terms of the guarantee that have not changed since 2015: "For returns, you will be responsible for the cost of shipping your order back and no credit or refund will be provided." This remains the policy of the Company so the additional amount for the return shipping charges will not be refunded.Here was the customer's receipt which we credited fully------------------------------------------------------------------New order from Amy Lynette Moore - [email protected] [search]Be Merry Foil | Item (1987A-XYYFG) | Proof ID: le4VN2tFSeWKT1jSNgSWmQ - le4VN (Shipped To You)Fulfillment AttributesshippedEnvelopeStyleWithoutRecipients: BLANKsubstrate: PC_4X6_FLAT_RECYCLED_SINGLEtrim: PC_4X6_FLAT_RECYCLED_SINGLE_STRAIGHT_TRIM Basic, White Recycled Blank Envelopes | Item (EAS999900100A-X) | Proof ID: fh-44LfhRoSr0sxZyjQn- fh-44Coupons:Coupon Code: ECOLUXE (Promo id: 11651, Coupon id: , Type: 1)Order # is 16111800232Your ReceiptBe Merry Foil (Shipped To You) - ships on or before Friday, [redacted] 25, *** Basic, White Recycled Blank Envelopestree planted by a professional arborist (free with order) [redacted] If your proof requires edits, your ship date will be extended by the number of days it takes to approve your proof.Subtotal: $134.50Shipping & Handling: $Standard Flat Rate Shipping & Handling (Ground)Discount: -$(ECOLUXE/- 50% off Holiday Cards Email Exclusive, /Free Shipping on Orders of $125+ SHPDSC STDGD - SW_MISC_SHP_GD)Tax: $0.00Total: $67.25Shipping AddressAmy MooreSE AMBERLYN CTClackamas, Oregon 97015-7223Billing AddressAmy MooreSE AMBERLYN CTClackamas, Oregon 97015-72232817945602Billing InformationCard type: VISACard number: [redacted] 0749Cardholder name: Amy MooreThe Paper Culture Teamwhere every order plants a tree

On [redacted] 23, [redacted] Paper Culture received an email from the Customer indicating she was extremely disappointed in her Paper Culture Christmas card order. She requested a full refund and she would be happy to return them if we provided a shipping label. The Customer indicated 2 issues:
1) Logo...

attribution on the cardDuring the personalization process, the customer is shown exactly how each card will be printed with the logo. The Customer is no exception. The Customer approved this image:https://www.paperculture.com/eco/proof-approval/le4VN2tFSeWKT1jSNgSWmQ/1?t...⇄ Culture provides a preview so that the customers know exactly what their cards will look like.2) Printing qualityPaper Culture believes it uses the best printing equipment in the world, but also understands that not everyone will be satisfied and that's why there is the ability to return any card for any reason for a full refund according to the Terms of Service.On [redacted] 25, [redacted], Paper Culture responded via email that Paper Culture would definitely process the refund once it arrives to the returns department at Paper Culture and that Paper Culture would credit her card for the full original amount that you paid upon receiving her package. This is in accordance with our Satisfaction Guarantee that is part of the Terms of Service accepted by every customer https://www.paperculture.com/customer-satisfaction-guarantee.html. Per the terms of the guarantee: "For returns, you will be responsible for the cost of shipping your order back and no credit or refund will be provided." On [redacted] 29th, Customer sent an email update stating she was processing the box for return per her instructions. Since Paper Culture had no action as no return was received yet, Paper Culture did not respond.  On Saturday, [redacted] 3rd, Customer followed to her email indicating it was her second response to the email, that she has submitted the return per instructions and that she would forward this correspondence to the Revdex.com if she did not receive the credit to my account within 72 hours. On Saturday [redacted] 3rd, Paper Culture responded via email with a link to Paper Culture's 100% customer satisfaction and reinforcing for the second time that Paper Culture would process the refund once we received the order. In addition, if Customer thought Paper Culture should have received the package by now, please let us know but that it usually takes 5-7 days to receive it.On Sunday, [redacted] 4th, Paper Culture left a voicemail for Customer letting her know we didn't receive the package and to provide tracking to us so we could follow up on the package. This voicemail was recorded in our Zendesk CRM system if it needs to be made available. On Tuesday, [redacted] 6th, Customer emailed the tracking number for the package and a note saying it was delivered on Thursday, [redacted] 1st. The package does show as being delivered.On Tuesday, [redacted] 6th, Paper Culture emailed back 2 hours later apologizing and letting her know he credited her account the full amount of $67.25 and that it would show up in 1-2 business days. Joe also provide a receipt to her showing the credit of $67.25. At this point, it seems that the customer has received the full refund for the original charge including the original shipping. That credit is $67.25 and Paper Culture has provided confirmation (transaction ID 20285685066).  It seems that the amount in dispute is the return shipping charge. The Paper Culture Satisfaction Guarantee that is part of the Terms of Service is accepted by every customer https://www.paperculture.com/customer-satisfaction-guarantee.html. Per the terms of the guarantee that have not changed since 2015: "For returns, you will be responsible for the cost of shipping your order back and no credit or refund will be provided." This remains the policy of the Company so the additional amount for the return shipping charges will not be refunded.Here was the customer's receipt which we credited fully. ------------------------------------------------------------------New order from Amy Lynette Moore - [email protected] [search]50 Be Merry Foil | Item 14292 (1987A-XYYFG) | Proof ID: le4VN2tFSeWKT1jSNgSWmQ - le4VN (Shipped To You)Fulfillment AttributesshippedEnvelopeStyleWithoutRecipients: BLANKsubstrate: PC_4X6_FLAT_RECYCLED_SINGLEtrim: PC_4X6_FLAT_RECYCLED_SINGLE_STRAIGHT_TRIM     50 Basic, White Recycled Blank Envelopes | Item 11903 (EAS999900100A-X) | Proof ID: fh-44LfhRoSr0sxZyjQnJA - fh-44Coupons:Coupon Code: ECOLUXE (Promo id: 11651, Coupon id: , Type: 1)Order # is 16111800232Your Receipt50 Be Merry Foil (Shipped To You) - ships on or before Friday, [redacted] 25, [redacted]     50 Basic, White Recycled Blank Envelopes1 tree planted by a professional arborist (free with order)* If your proof requires edits, your ship date will be extended by the number of days it takes to approve your proof.Subtotal: $134.50Shipping & Handling:     $8.99 Standard Flat Rate Shipping & Handling (Ground)Discount: -$76.24 (ECOLUXE/20010 30093 - 50% off Holiday Cards Email Exclusive, /Free Shipping on Orders of $125+ SHPDSC STDGD - SW_MISC_SHP_GD)Tax: $0.00Total: $67.25Shipping AddressAmy Moore14311 SE AMBERLYN CTClackamas, Oregon 97015-7223Billing AddressAmy Moore14311 SE AMBERLYN CTClackamas, Oregon 97015-72232817945602Billing InformationCard type: VISACard number: [redacted]0749Cardholder name: Amy MooreThe Paper Culture Teamwhere every order plants a tree