Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order on the Zazzle website for a poster and photo enlargement on 1/12/During checkout, the customer signed up for a day free trial of
Zazzle Black, a yearly fee shipping program provided by ZazzleAs stated in the terms and conditions when signing up for this program, the customer can opt out before the days so she does not get charged for the annual feeIf she does not opt out, an automatic $fee for the membership will be charged to the purchasing card and the customer will receive standard shipping on applicable Zazzle orders for a yearOnce the customer is part of the paid Zazzle Black membership, the customer can opt out before the days if she wishes to not be automatically renewed againThis and the rest of the program details are clearly messaged during checkout and her confirmation e-mail when selecting the Zazzle Black shipping optionThis information also includes all of the Zazzle Black terms and conditions *** The customer contacted Zazzle to be removed from Zazzle Black and requested for a refund for the membership feeAs this is usually a non-refundable charge, Zazzle has agreed to make an exception and refund the costs to the purchasing cardBecause this is a special accommodation, the refund for the membership can take up to days to appear in the customer’s account as Zazzle may need more information to process this requestZazzle has provided all of this information to the customer via e-mail on 2/14/
Initial Business Response /* (1000, 5, 2015/06/10) */
The customer placed an order with Zazzle.com on 1/5/for business cardsThe customer received the business cards, and contacted Zazzle via email at that time to express dissatisfaction with their received orderZazzle provided the customer
with an option between a Zazzle Account Credit for reorder, or a direct refundThe customer opted to accept a Zazzle Account CreditZazzle processed the customer's request for a credit of $on 1/28/Account Credits do not expire, and can be used toward any future order on Zazzle.comZazzle also waived the return of the customer's order
The customer contacted Zazzle.com via email on 5/28/2015, a year and four months after the initial resolution option the customer authorized had transpired, and expressed desire for the account credit to be transitioned into a direct refund to the customer's purchasing payment methodZazzle accepts returns for a full refund within days of receipt of the order, as outlined in Zazzle's return policy (http://www.zazzle.com/returns)To be clear, Zazzle is typically unable to honor the customer's request for a direct credit card refund more than a year after the customer's orderZazzle recommends that any customer unsatisfied with their resolution options at the time they are presented, voice their concerns at that time - as customer satisfaction is Zazzle's ultimate goalAs a one-time courtesy, Zazzle has authorized a refund to the customer's purchasing credit cardRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Zazzle.com's positive response to offer me a "one-time courtesy" refund on my orderWhen my credit card account has received the refund within the stated 7-business days, I'll consider this matter closed
I would like to clarify that this isn't the first time that I've inquired about receiving a refund vsan account credit and was told no by Zazzle.com's phone representativesI also read the initial response I received from Zazzle.com regarding my dissatisfaction of the order and wasn't given the option for a refund only an account credit to simply their returns process
Complaint: ***I am rejecting this response because: Zazzle has created this same product on different occasions for meIf it was a violation of the US Navy's agreement with them and breaks their own rules on printing then I would like for Zazzle to be reported to the appropriate offices for legal processingIt is clear that Zazzle has either broken the law and agreement with the US Navy or they flat out refuse to create products for their customers for absolutely no reasonZazzle needs to be held accountable for their actionsOne way or another. Sincerely,*** ***
Zazzle can confirm the customer was authorized a full refund for the delay experienced with the customer's orderRefunds typically take 7-business days to post, depending on the speed of the customer's financial institutionThe customer also received all items ordered
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. I did not return the item as they instructed
I am unsure if we have received the credit to our credit card at this time. If we do not receive the credit with in days I will contact Revdex.com again
Thank you for your assistance.Sincerely, *** ***
For every product advertised on Zazzle.com, there is a product info section located prominently upon the website, just below the image of the product designAs stated in the product details of the customer's order, the customer was provided the following information:-Made with celluloidIdeal for
Acoustic, Electric and Bass Guitars-Designs printed in vibrant full color on your choice of single or double sideThe customer contacted Zazzle with regards to the materials the order was made from, and requested to cancel the order upon learning it was made from celluoid as describedZazzle cancelled the customer's order per request on 7/31/The cancellation will appear as a refund to the customer's payment method used to make the purchase within the next 7-business days, depending on the processing speed of the financial institution that authorized the initial transactionThe customer was messaged the cancellation information on 7/31/2017, and again on 8/1/via email by Zazzle's Customer Support Team
Initial Business Response /* (1000, 5, 2015/05/12) */
Zazzle has no record of a Zazzle account associated with the mentioned email addressIn order to best resolve this situation, Zazzle recommends the inquirer report all fraudulent activities involving their credit card directly to their
financial institutionZazzle will cooperate fully with any investigation
The customer received a refund for the unwanted order on 12/16/At this time, Zazzle emailed the customer confirmation of the refund as well as the following: “While our return policy requires a physical return of the product in order to issue a refund, we are willing to make an
exception and waive the return in this instancePlease feel free to keep, donate, or discard the item, at your discretion.” To be clear, Zazzle did not need the customer to return the item in question
The customer worked with Zazzle.com directly regarding both orders mentioned in the customer's inquiryZazzle refunded the customer both shipping costs to the customer's purchasing payment methodThe customer can verify with their financial institution the shipping refund processed on 3/14/
for order *** placed on 3/3/2016, and a shipping refund processed on 3/23/for order *** placed on 3/14/For the customer's overall experience, a $Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order, if the customer chooses to do soThis credit is available now, and it will not expire
Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 12/3/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in
which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
The customer contacted Zazzle via email on 12/3/with a request to cancel the order in questionZazzle cancelled the customer's order, but the Zazzle Black Membership is a separate service that would have still needed to be opted out of by the customerThe customer placed a second order on 12/3/2015, but cancelled it within the associated Zazzle account immediately afterWith regards to the membership in question, Zazzle's Customer Support team received and responded to the customer's membership inquiry on 1/3/with an explanation as to the service and the chargeAs of 1/5/2016, Zazzle has ensured the customer is unsubscribed from any auto renewal of the Zazzle Black MembershipThe customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderA refund has also been authorized for the customer's Zazzle Black Membership cost ($9.95) to be returned to the customer's original form of payment, and the customer was sent an email with the confirmation information as of 1/5/As the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department
Zazzle can confirm a refund for the customer’s $charge was issued back to the customer’s purchasing payment method (MasterCard ending in ***) on 11/11/Zazzle processes refunds directly to a customer’s purchasing payment method, and will not issue refunds in the form of a checkZazzle has additionally reached out to the customer via email as of 12/1/to confirm the refund that was processed on 11/11/
The customer has been in ongoing communication with Zazzle via email and phoneThe unanticipated delay the customer has experienced with the above mentioned order has been expedited to Zazzle’s production management staff, and Zazzle is working swiftly to produce and ship the customer’s order as
quickly as possibleFor the customer’s overall experience and the delay with the shipment of the order, Zazzle has authorized a full order refund to the customer’s purchasing credit card as of 9/29/An email has been sent to the customer with regards to this refund, and the customer has been assigned an order specialist to work with directly for ongoing updates regarding the customer’s orderThe customer’s order will be shipped as soon as it is ready with an Express courier, and Zazzle will confirm this shipping when a tracking number has been assigned
Final Consumer Response /* (2000, 7, 2015/07/02) */
I'm glad to hear from you as I had deleted your original email and couldn't figure out how to update my complaint with a status
After registering my complaint with you, I sent them the Complaint Case number through a reply in their
correspondenceWithin hours they emailed back to say I would get my refund within the next daysI noted the refund in my account yesterday
Thanks,
*** ***
The customer placed an order with Zazzle.com on 4/18/ The customer emailed Zazzle on 4/29/inquiring the status of their orderOn 4/30/the customer support agent sent a reply asking for more information, which the customer provided an answer on the same dayOn 5/3/our customer
support agent sent another email to the customer advising them that the package was delivered on 5/2/On 5/3/the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/On 5/4/the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email
On 5/11/the customer support agent tried to call the customer to apologize for their overall experience however there was no answer so we left a voicemail and sent a follow up email that we will be issuing a full order refundRefunds typically take 7-business days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution
Initial Business Response /* (1000, 5, 2015/07/29) */
The customer purchased a mug on the Zazzle website on 06/21/The customer contacted Zazzle Customer Support via e-mail on 07/02/to get an RMA (Return Merchandise Authorization) for her orderThe customer was sent an e-mail with return
instructions but to this date she has never responded to that e-mailThe customer also left reviews on Zazzle's social media sitesThe Zazzle's Customer Support Team has attempted to contact her via social media on 07/14/15, via phone on 07/17/with a voicemail due to no response and then again via phone and email on 7/Zazzle has still yet to receive a response through any forms of communicationAt this time, Zazzle has issued a full refund for the orderThe customer can expect to see this refund in 7-business days depending on the policies of their financial institution
Zazzle is truly sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order for business cards and invitations on 1/22/The customer received the business cards in a timely manner, but the invitations were
lost in transitAlthough Zazzle offered to replace the invitations, they would not arrive within the time frame the customer preferredPer the customer’s request, Zazzle issued a full refund of the order in two separate amounts to the customer’s original form of payment on 2/2/and 2/5/Refunds typically take 7-business days, depending on the processing speed of the customer’s financial institution
Initial Business Response /* (1000, 5, 2015/04/15) */
The customer placed an order for custom business cards from Zazzle on 3/11/The customer contacted Zazzle.com via phone on 3/31/2015, to express concern that the order had not yet been receivedZazzle's Customer Support team determined
that the order could be treated as lost in transit during the callZazzle then offered and initiated an immediate replacement request to be sent with an expedited courier, and the replacement order shipped 4/2/(UPS Tracking 1Z888YXXXXXXXXXXXX)Per the courier's tracking information, an attempted delivery was made on 04/06/2015, but the customer was not availableThe courier also determined that the customer requested a delivery change, and the package was routed to a UPS Access Point, awaiting customer pickupAs of 4/15/2015, the customer had not picked up the replacement package as they had arranged with UPSZazzle has reached out to the customer via email as of 4/15/15, to verify they have received their packageIf not, Zazzle will be happy to provide further instructions or resolution options via email
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer’s original Zazzle Black paid enrollment day occurred on 8/2/The customer would have needed to unsubscribe from Zazzle Black within the account anytime within the year, prior to 8/2/Per the customer’s account activity, and the customer’s attached email image, the customer did not opt to unsubscribe from the Zazzle Black Membership until 8/2/after the charge had already occurredIn the confirmation email the customer received, it is stated that the customer will receive no further charges related to Zazzle Black for the following year, 2017, which Zazzle has confirmed with the customerZazzle can further confirm the customer’s refund was processed on 8/16/for $9.95, and the refund has been received by the customer’s financial institutionZazzle is not responsible for bank fees the customer incurred
Initial Business Response /* (1000, 5, 2015/04/29) */
As stated on the customer's payment settings page, the customer must provide the full name, address, phone number, and tax information in order to qualify for payment of earned royalties
For PayPal, which is the customer's preferred method
to be issued payment, this information must match the PayPal accountFor checks, the full name will be used as the payee name and mailing addressThe disclaimer on the payments setting page states, "All information must match the legal information on file with the tax information provided or you will not receive payment!"
Upon review of the customer's account, payment was cancelled and placed back into the Zazzle account because the name listed in the Zazzle account does not match the name associated with the Tax ID listedBoth need to match before a payment will be issuedThe customer was sent an email on 3/25/with this information
Once the customer's settings are updated, the customer will be eligible for payments that meet the threshold for an automatic payment after the next earnings cycle (days)For PayPal there is a minimum threshold of $to be paid automatically, otherwise, the earnings will accrue in the customer's Zazzle accountThe customer can request a payment once the payment settings are up to date, but this will result in a $fee if the customer's earnings have not met the minimum threshold
Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order for a phone case and contacted Zazzle’s Customer Support team as the quality and fit was not to her preferenceAs the customer wanted to
reorder a different style phone case, Zazzle initially offered the customer a Zazzle store credit for the full amount of the orderHowever, as the customer paid via the Netherlands currency of Euro, but placed the order on the UK domain ***), Zazzle is unable to issue a store credit as the UK currency is the poundZazzle has advised the customer accordingly and that based on her shipping address, she would need to place an order on Zazzle’s Netherlands domain (***)Zazzle has issued a full refund of the customer’s order in two separate amounts to the original form of payment on 1/3/and 1/10/Refunds can take 7-business days, depending on the processing speed of the customer’s financial institutionZazzle has also provided the customer with two transaction ID numbers so that she can follow up with her financial institution on 1/11/
Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order on the Zazzle website for a poster and photo enlargement on 1/12/During checkout, the customer signed up for a day free trial of
Zazzle Black, a yearly fee shipping program provided by ZazzleAs stated in the terms and conditions when signing up for this program, the customer can opt out before the days so she does not get charged for the annual feeIf she does not opt out, an automatic $fee for the membership will be charged to the purchasing card and the customer will receive standard shipping on applicable Zazzle orders for a yearOnce the customer is part of the paid Zazzle Black membership, the customer can opt out before the days if she wishes to not be automatically renewed againThis and the rest of the program details are clearly messaged during checkout and her confirmation e-mail when selecting the Zazzle Black shipping optionThis information also includes all of the Zazzle Black terms and conditions *** The customer contacted Zazzle to be removed from Zazzle Black and requested for a refund for the membership feeAs this is usually a non-refundable charge, Zazzle has agreed to make an exception and refund the costs to the purchasing cardBecause this is a special accommodation, the refund for the membership can take up to days to appear in the customer’s account as Zazzle may need more information to process this requestZazzle has provided all of this information to the customer via e-mail on 2/14/
Initial Business Response /* (1000, 5, 2015/06/10) */
The customer placed an order with Zazzle.com on 1/5/for business cardsThe customer received the business cards, and contacted Zazzle via email at that time to express dissatisfaction with their received orderZazzle provided the customer
with an option between a Zazzle Account Credit for reorder, or a direct refundThe customer opted to accept a Zazzle Account CreditZazzle processed the customer's request for a credit of $on 1/28/Account Credits do not expire, and can be used toward any future order on Zazzle.comZazzle also waived the return of the customer's order
The customer contacted Zazzle.com via email on 5/28/2015, a year and four months after the initial resolution option the customer authorized had transpired, and expressed desire for the account credit to be transitioned into a direct refund to the customer's purchasing payment methodZazzle accepts returns for a full refund within days of receipt of the order, as outlined in Zazzle's return policy (http://www.zazzle.com/returns)To be clear, Zazzle is typically unable to honor the customer's request for a direct credit card refund more than a year after the customer's orderZazzle recommends that any customer unsatisfied with their resolution options at the time they are presented, voice their concerns at that time - as customer satisfaction is Zazzle's ultimate goalAs a one-time courtesy, Zazzle has authorized a refund to the customer's purchasing credit cardRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Zazzle.com's positive response to offer me a "one-time courtesy" refund on my orderWhen my credit card account has received the refund within the stated 7-business days, I'll consider this matter closed
I would like to clarify that this isn't the first time that I've inquired about receiving a refund vsan account credit and was told no by Zazzle.com's phone representativesI also read the initial response I received from Zazzle.com regarding my dissatisfaction of the order and wasn't given the option for a refund only an account credit to simply their returns process
Complaint: ***I am rejecting this response because: Zazzle has created this same product on different occasions for meIf it was a violation of the US Navy's agreement with them and breaks their own rules on printing then I would like for Zazzle to be reported to the appropriate offices for legal processingIt is clear that Zazzle has either broken the law and agreement with the US Navy or they flat out refuse to create products for their customers for absolutely no reasonZazzle needs to be held accountable for their actionsOne way or another. Sincerely,*** ***
Zazzle can confirm the customer was authorized a full refund for the delay experienced with the customer's orderRefunds typically take 7-business days to post, depending on the speed of the customer's financial institutionThe customer also received all items ordered
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. I did not return the item as they instructed
I am unsure if we have received the credit to our credit card at this time. If we do not receive the credit with in days I will contact Revdex.com again
Thank you for your assistance.Sincerely, *** ***
For every product advertised on Zazzle.com, there is a product info section located prominently upon the website, just below the image of the product designAs stated in the product details of the customer's order, the customer was provided the following information:-Made with celluloidIdeal for
Acoustic, Electric and Bass Guitars-Designs printed in vibrant full color on your choice of single or double sideThe customer contacted Zazzle with regards to the materials the order was made from, and requested to cancel the order upon learning it was made from celluoid as describedZazzle cancelled the customer's order per request on 7/31/The cancellation will appear as a refund to the customer's payment method used to make the purchase within the next 7-business days, depending on the processing speed of the financial institution that authorized the initial transactionThe customer was messaged the cancellation information on 7/31/2017, and again on 8/1/via email by Zazzle's Customer Support Team
Initial Business Response /* (1000, 5, 2015/05/12) */
Zazzle has no record of a Zazzle account associated with the mentioned email addressIn order to best resolve this situation, Zazzle recommends the inquirer report all fraudulent activities involving their credit card directly to their
financial institutionZazzle will cooperate fully with any investigation
The customer received a refund for the unwanted order on 12/16/At this time, Zazzle emailed the customer confirmation of the refund as well as the following: “While our return policy requires a physical return of the product in order to issue a refund, we are willing to make an
exception and waive the return in this instancePlease feel free to keep, donate, or discard the item, at your discretion.” To be clear, Zazzle did not need the customer to return the item in question
The customer worked with Zazzle.com directly regarding both orders mentioned in the customer's inquiryZazzle refunded the customer both shipping costs to the customer's purchasing payment methodThe customer can verify with their financial institution the shipping refund processed on 3/14/
for order *** placed on 3/3/2016, and a shipping refund processed on 3/23/for order *** placed on 3/14/For the customer's overall experience, a $Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order, if the customer chooses to do soThis credit is available now, and it will not expire
Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 12/3/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in
which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
The customer contacted Zazzle via email on 12/3/with a request to cancel the order in questionZazzle cancelled the customer's order, but the Zazzle Black Membership is a separate service that would have still needed to be opted out of by the customerThe customer placed a second order on 12/3/2015, but cancelled it within the associated Zazzle account immediately afterWith regards to the membership in question, Zazzle's Customer Support team received and responded to the customer's membership inquiry on 1/3/with an explanation as to the service and the chargeAs of 1/5/2016, Zazzle has ensured the customer is unsubscribed from any auto renewal of the Zazzle Black MembershipThe customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderA refund has also been authorized for the customer's Zazzle Black Membership cost ($9.95) to be returned to the customer's original form of payment, and the customer was sent an email with the confirmation information as of 1/5/As the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department
Zazzle can confirm a refund for the customer’s $charge was issued back to the customer’s purchasing payment method (MasterCard ending in ***) on 11/11/Zazzle processes refunds directly to a customer’s purchasing payment method, and will not issue refunds in the form of a checkZazzle has additionally reached out to the customer via email as of 12/1/to confirm the refund that was processed on 11/11/
The customer has been in ongoing communication with Zazzle via email and phoneThe unanticipated delay the customer has experienced with the above mentioned order has been expedited to Zazzle’s production management staff, and Zazzle is working swiftly to produce and ship the customer’s order as
quickly as possibleFor the customer’s overall experience and the delay with the shipment of the order, Zazzle has authorized a full order refund to the customer’s purchasing credit card as of 9/29/An email has been sent to the customer with regards to this refund, and the customer has been assigned an order specialist to work with directly for ongoing updates regarding the customer’s orderThe customer’s order will be shipped as soon as it is ready with an Express courier, and Zazzle will confirm this shipping when a tracking number has been assigned
Final Consumer Response /* (2000, 7, 2015/07/02) */
I'm glad to hear from you as I had deleted your original email and couldn't figure out how to update my complaint with a status
After registering my complaint with you, I sent them the Complaint Case number through a reply in their
correspondenceWithin hours they emailed back to say I would get my refund within the next daysI noted the refund in my account yesterday
Thanks,
*** ***
The customer placed an order with Zazzle.com on 4/18/ The customer emailed Zazzle on 4/29/inquiring the status of their orderOn 4/30/the customer support agent sent a reply asking for more information, which the customer provided an answer on the same dayOn 5/3/our customer
support agent sent another email to the customer advising them that the package was delivered on 5/2/On 5/3/the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/On 5/4/the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email
On 5/11/the customer support agent tried to call the customer to apologize for their overall experience however there was no answer so we left a voicemail and sent a follow up email that we will be issuing a full order refundRefunds typically take 7-business days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution
Initial Business Response /* (1000, 5, 2015/07/29) */
The customer purchased a mug on the Zazzle website on 06/21/The customer contacted Zazzle Customer Support via e-mail on 07/02/to get an RMA (Return Merchandise Authorization) for her orderThe customer was sent an e-mail with return
instructions but to this date she has never responded to that e-mailThe customer also left reviews on Zazzle's social media sitesThe Zazzle's Customer Support Team has attempted to contact her via social media on 07/14/15, via phone on 07/17/with a voicemail due to no response and then again via phone and email on 7/Zazzle has still yet to receive a response through any forms of communicationAt this time, Zazzle has issued a full refund for the orderThe customer can expect to see this refund in 7-business days depending on the policies of their financial institution
Zazzle is truly sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order for business cards and invitations on 1/22/The customer received the business cards in a timely manner, but the invitations were
lost in transitAlthough Zazzle offered to replace the invitations, they would not arrive within the time frame the customer preferredPer the customer’s request, Zazzle issued a full refund of the order in two separate amounts to the customer’s original form of payment on 2/2/and 2/5/Refunds typically take 7-business days, depending on the processing speed of the customer’s financial institution
Initial Business Response /* (1000, 5, 2015/04/15) */
The customer placed an order for custom business cards from Zazzle on 3/11/The customer contacted Zazzle.com via phone on 3/31/2015, to express concern that the order had not yet been receivedZazzle's Customer Support team determined
that the order could be treated as lost in transit during the callZazzle then offered and initiated an immediate replacement request to be sent with an expedited courier, and the replacement order shipped 4/2/(UPS Tracking 1Z888YXXXXXXXXXXXX)Per the courier's tracking information, an attempted delivery was made on 04/06/2015, but the customer was not availableThe courier also determined that the customer requested a delivery change, and the package was routed to a UPS Access Point, awaiting customer pickupAs of 4/15/2015, the customer had not picked up the replacement package as they had arranged with UPSZazzle has reached out to the customer via email as of 4/15/15, to verify they have received their packageIf not, Zazzle will be happy to provide further instructions or resolution options via email
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer’s original Zazzle Black paid enrollment day occurred on 8/2/The customer would have needed to unsubscribe from Zazzle Black within the account anytime within the year, prior to 8/2/Per the customer’s account activity, and the customer’s attached email image, the customer did not opt to unsubscribe from the Zazzle Black Membership until 8/2/after the charge had already occurredIn the confirmation email the customer received, it is stated that the customer will receive no further charges related to Zazzle Black for the following year, 2017, which Zazzle has confirmed with the customerZazzle can further confirm the customer’s refund was processed on 8/16/for $9.95, and the refund has been received by the customer’s financial institutionZazzle is not responsible for bank fees the customer incurred
Initial Business Response /* (1000, 5, 2015/04/29) */
As stated on the customer's payment settings page, the customer must provide the full name, address, phone number, and tax information in order to qualify for payment of earned royalties
For PayPal, which is the customer's preferred method
to be issued payment, this information must match the PayPal accountFor checks, the full name will be used as the payee name and mailing addressThe disclaimer on the payments setting page states, "All information must match the legal information on file with the tax information provided or you will not receive payment!"
Upon review of the customer's account, payment was cancelled and placed back into the Zazzle account because the name listed in the Zazzle account does not match the name associated with the Tax ID listedBoth need to match before a payment will be issuedThe customer was sent an email on 3/25/with this information
Once the customer's settings are updated, the customer will be eligible for payments that meet the threshold for an automatic payment after the next earnings cycle (days)For PayPal there is a minimum threshold of $to be paid automatically, otherwise, the earnings will accrue in the customer's Zazzle accountThe customer can request a payment once the payment settings are up to date, but this will result in a $fee if the customer's earnings have not met the minimum threshold
Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this orderThe customer placed an order for a phone case and contacted Zazzle’s Customer Support team as the quality and fit was not to her preferenceAs the customer wanted to
reorder a different style phone case, Zazzle initially offered the customer a Zazzle store credit for the full amount of the orderHowever, as the customer paid via the Netherlands currency of Euro, but placed the order on the UK domain ***), Zazzle is unable to issue a store credit as the UK currency is the poundZazzle has advised the customer accordingly and that based on her shipping address, she would need to place an order on Zazzle’s Netherlands domain (***)Zazzle has issued a full refund of the customer’s order in two separate amounts to the original form of payment on 1/3/and 1/10/Refunds can take 7-business days, depending on the processing speed of the customer’s financial institutionZazzle has also provided the customer with two transaction ID numbers so that she can follow up with her financial institution on 1/11/