Initial Business Response /* (1000, 5, 2015/03/12) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We received the above-referenced customer complaint and appreciate this opportunity to respond - I am disappointed to hear that your experience with...
us did not meet your expectations. The concerns you mentioned were with our credit card processing policies and communication. Specifically communication concerning shipping, the reason your item was not shipped, and our credit card processing procedure. Below is our response with an outline of the events and how our policies were used in this transaction. Also showing how our security procedures are used to protect our customers, authenticate credit card transactions and protect our company. Keep in mind your business with us is appreciated, our security procedures are in no way a reflection of our opinion of you. Your business is welcome and it would be our pleasure to assist you in your purchase.
Our response:
- You placed an order with us, using your debit card, ending in...[redacted]
- When this card was declined, you requested we process your card twice because of a daily limit.
- You indicated you would have the daily limit of your debit card raised.
- And later you offered to complete payment using two cards, one ending in...[redacted], and another ending in..[redacted]
- Both cards were processed by us online, however both payments triggered the "Fraud Management Filter" of our online merchant credit card processing, and the payments were placed in a holding status: "held for review".
- On review of your credit card information, an important security criteria was not matching - Your credit card company indicated the delivery address you requested did not match the billing address of your debit card.
- Because you mentioned, you had recently changed the billing address for your debit card, we attempted to process the card before shipping, however the payments triggered the "Fraud Management Filter" of our online merchant credit card processing, and the payments were "held for review", because the address you requested for delivery did not match the billing address on file with your credit card company.
- I made the decision not to attempt to process your card again.
- Your payment was reversed by us and your payment was returned to your credit cards. If you have not yet seen the refund back to your credit card, let me know your email to forward a copy of the refund receipt.
The reason why your item was not shipped.
- Because the address you requested for delivery did not match the billing address on file with your credit card company.
I believed the credit card company would in time, eventually update and change the billing address, you had requested, however we were never able to verify this change. I sensed you were disappointed when I discussed this matter with you. When we last spoke, I offered you the option of using your credit cards through [redacted], or using one credit card/debit card with delivery to your billing address. You have been patient and professional and even offered to again contact your credit card company and have the limit increased and the billing address updated. I would love to discuss this and resolve the issue personally. My email is [redacted] and direct phone number is: [redacted] - Your consideration of us is appreciated.
I ask that you please keep in mind; that credit card fraud exist and an "address mismatch" is one of many factors that can affect the security procedures. Again, in order to ensure the best possible online purchase experience, I am committed to the highest level of a secure buying experience, that protects our customers and protects our company, along with excellent service.
I sincerely regret any inconvenience this issue may have caused, and I look forward to assisting you.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/03/12) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We received the above-referenced customer complaint and appreciate this opportunity to respond - I am disappointed to hear that your experience with...
us did not meet your expectations. The concerns you mentioned were with our credit card processing policies and communication. Specifically communication concerning shipping, the reason your item was not shipped, and our credit card processing procedure. Below is our response with an outline of the events and how our policies were used in this transaction. Also showing how our security procedures are used to protect our customers, authenticate credit card transactions and protect our company. Keep in mind your business with us is appreciated, our security procedures are in no way a reflection of our opinion of you. Your business is welcome and it would be our pleasure to assist you in your purchase.
Our response:
- You placed an order with us, using your debit card, ending in...[redacted]
- When this card was declined, you requested we process your card twice because of a daily limit.
- You indicated you would have the daily limit of your debit card raised.
- And later you offered to complete payment using two cards, one ending in...[redacted], and another ending in..[redacted]
- Both cards were processed by us online, however both payments triggered the "Fraud Management Filter" of our online merchant credit card processing, and the payments were placed in a holding status: "held for review".
- On review of your credit card information, an important security criteria was not matching - Your credit card company indicated the delivery address you requested did not match the billing address of your debit card.
- Because you mentioned, you had recently changed the billing address for your debit card, we attempted to process the card before shipping, however the payments triggered the "Fraud Management Filter" of our online merchant credit card processing, and the payments were "held for review", because the address you requested for delivery did not match the billing address on file with your credit card company.
- I made the decision not to attempt to process your card again.
- Your payment was reversed by us and your payment was returned to your credit cards. If you have not yet seen the refund back to your credit card, let me know your email to forward a copy of the refund receipt.
The reason why your item was not shipped.
- Because the address you requested for delivery did not match the billing address on file with your credit card company.
I believed the credit card company would in time, eventually update and change the billing address, you had requested, however we were never able to verify this change. I sensed you were disappointed when I discussed this matter with you. When we last spoke, I offered you the option of using your credit cards through [redacted], or using one credit card/debit card with delivery to your billing address. You have been patient and professional and even offered to again contact your credit card company and have the limit increased and the billing address updated. I would love to discuss this and resolve the issue personally. My email is [redacted] and direct phone number is: [redacted] - Your consideration of us is appreciated.
I ask that you please keep in mind; that credit card fraud exist and an "address mismatch" is one of many factors that can affect the security procedures. Again, in order to ensure the best possible online purchase experience, I am committed to the highest level of a secure buying experience, that protects our customers and protects our company, along with excellent service.
I sincerely regret any inconvenience this issue may have caused, and I look forward to assisting you.
Thank you
[redacted]