Again the complainant’s order was rejected because it did not pass fraud screeningThe buyer used a shipping address different from billing addressA review of the order determined a freight forwarding addresses- which is what the buyer used for his billing address- has a high rate of fraudRokland did not state the buyer’s order was fraudulent, merely that it did not pass our review screening process and therefore we could not process the order with the information givenWe suggested an alternative way to complete the order if the buyer had only those addresses to useTherefore the transaction was overturned and the buyer was refunded in full as we have previous outlinedAs far as the complainants comment that there is no notice of review on our web site, one can add any item to our cart and proceed to checkout, and under the shipping address section see this statement of review (attached)Screening reviews are common with most every e-commerce web site The complainant states that the only satisfactory solution is for us to disregard our screening process and accept their order anyhow, and unfortunately we cannot do thisThe complainant has expressed concern that we have the credit card information on file, however we do notOur Shopify payments system uses pass-through technology to capture card information securely from the buyer and the credit card number is not released to us or storedThis can be verified by calling [redacted] payments at ###-###-#### As a final comment on this issue, upon screening of this order we were unable to fulfill it and refunded the complainant in fullWe have no further obligation to the complainant, and is clear that we have no solution to offer to the complainant that will satisfy himWe will be unable to accept his business and consider this matter closed
Thank you for notifying us of Revdex.com complaint ID *** that was opened sans-serif;" />
against our company Rokland Technologies on 2/28/by ***k.*** ***k placed order on our web site Rokland.com on FridayFebruary 28th, in the amount of $for PC partsThe customerprovided the following billing and shipping addresses for the order:Billing:*** ***k*** *** ** *** ***3Sarasota FL 34238Shipping:*** ***k*** ** *** ***Chicago IL 60616During checkout our web site indicates that addresses with a shippingaddress different from the billing address may be subject toadditional reviewA review of this transaction by our merchant reviewteam advised against filling the orderThe billing address used is afreight forwarding service that has been associated with unauthorizedcredit card transactions in the pastAfter the review was complete,the cardholder was refunded in full and our staff sent the followingemail to *** ***k:-----------------------------------------------------------Sent: Friday, February 28, 11:16Subject: Order #8*** with RoklandDear *** ***k,Thank you for your orderUnfortunately your order paid with Visa cardending in ***was rejected by our merchant processing bank's reviewteamThis is an outside review process that checks order informationsuch as credit card billing address, etcWe do not have any controlover this process and they have reversed the payment for this order sowe will be unable to ship it.They request you do not re-submit the order via credit card, and ifyou wish to purchase and have a *** account with a confirmedshipping address, that you can re-place the order using ***checkout with the confirmed shipping addressWe apologize for anyinconvenience this has caused you.*** **Rokland LLC--------------------------------------The email explains that the buyer should not resubmit credit cardpayment because we cannot verify the charge is authorized based on theaddress information givenWe suggested as an alternative the buyercould use ***.com payment if they had a *** confirmed shippingaddress to use.Note at this point in time the buyer had already been refunded infullThe buyer then sent this email reply back to us:-----Original Message-----From: *** ***k [***Subject: RE: Order #*** with RoklandDear *** *.,I will be resubmitting order shortlyI kindly request the team ofincompetents do not approach my credit card information and do notinterfere with my transactions In case the team insists the propertask for persons involved would be toilets cleaning or weed growing atmost while restrained from use of computers.In future communications please be sure also to introduce yourselfwith both first and last name.Thank you for understanding and complying.*** ***k_____________________Given the high risk of this transaction and the buyer's insistencethat we process their order anyway, we did not engage in any furthercontact with the individual.To this email I have attached the original order receipt as well asthe transaction history from our Shopify e-commerce site showing thetransaction was refunded.If it is *** ***k's claim that they have not received a refund,please let us know and we can contact our Shopify e-commerce serviceprovider for additional verification of refund.Thank you,*** ***Rokland LLC###-###-####
Again the complainant’s order was rejected because it did
not pass fraud screening. The buyer used a shipping address different from billing
address. A review of the order determined a freight forwarding addresses- which
is what the buyer used for his billing address- has a high rate of fraud. Rokland
did not state the buyer’s order was fraudulent, merely that it did not pass our
review screening process and therefore we could not process the order with the information given. We suggested an alternative way to complete the order if the buyer had only those addresses to use. Therefore
the transaction was overturned and the buyer was refunded in full as we have
previous outlined. As far as the complainants comment that there is no notice
of review on our web site, one can add any item to our cart and proceed to
checkout, and under the shipping address section see this statement of review
(attached). Screening reviews are common with most every e-commerce web site.
The complainant states that the only satisfactory solution
is for us to disregard our screening process and accept their order anyhow, and
unfortunately we cannot do this. The complainant has expressed concern that we
have the credit card information on file, however we do not. Our Shopify
payments system uses pass-through technology to capture card information
securely from the buyer and the credit card number is not released to us or
stored. This can be verified by calling [redacted] payments at ###-###-####.
As a final comment on this issue, upon screening of this
order we were unable to fulfill it and refunded the complainant in full. We
have no further obligation to the complainant, and is clear that we have no
solution to offer to the complainant that will satisfy him. We will be unable
to accept his business and consider this matter closed.
Complaint: [redacted]
I am rejecting this response because:
March 25th response from Rokland is another example of Rokland’s and its 3rd party incompetence. Regarding comment about “notice of review”, the attached screenshot is not dated which leads to conclusion website order form has been altered after incident and cannot reflect factual 02/28 order form. Every reputable business copies every clause from web order to order confirmation email. On February 28th Rokland did not copy such clause to order confirmation simply because there were no clauses on web order form. Upon request I will provide examples from reputable business.
Rokland admitted there were no my wrongdoing: “Rokland did not state the buyer’s order was fraudulent”. However Rokland decided to “punish” me buyer by declining future business, “We will be unable to accept his business”. This means Rokland wants to punish buyer for Rokland’s own incompetence to properly screen fraud. Such position is unacceptable and I expect Revdex.com will address this scandalous statement by lowering Rokland’s rating. I also want to indicate Rokland (or its 3rd party) is unable to provide evidence on unauthorized transactions which Rokland wrote about in 03/18 response.
Rokland is also wrong again in statement: “we could not process the order with the information given”. Rokland had all complete information plus authorization from my credit card issuer; had same information which reputable merchants have who process my orders, yet Rokland and whatever its 3rd party decided to play some superior authority that authorizes transactions. I expect Revdex.com will consider also this statement when lowering Rokland rating.
Regarding March 25th Rokland statement: “We suggested an alternative way to complete the order”. This statement is again lie, as Rokland previously on March 18th clearly indicated it did not “suggest” anything but instead “requested” threatening not to process order. In 02/28 email included in March 18th response Rokland wrote: “They request you do not re-submit the order via credit card, and if you wish to purchase and have a [redacted] account with a confirmed shipping address, that you can re-place the order using [redacted] checkout with the confirmed shipping address.” . I expect Revdex.com will prohibit Rokland from such practice in which forces customer to use specific payment methods while advertising two possible methods during checkout process. I already explained why such practice very likely may be used by Rokland and its accomplice to collect credit card information for future fraud with no trace. Finally, during checkout process Rokland never stated I do business with some its 3rd party, it is responsibility of Rokland to resolve problems its 3rd party created for me, that they marked my credit card as being used for unauthorized transactions.
Regards,
[redacted]k
Again the complainant’s order was rejected because it did not pass fraud screeningThe buyer used a shipping address different from billing addressA review of the order determined a freight forwarding addresses- which is what the buyer used for his billing address- has a high rate of fraudRokland did not state the buyer’s order was fraudulent, merely that it did not pass our review screening process and therefore we could not process the order with the information givenWe suggested an alternative way to complete the order if the buyer had only those addresses to useTherefore the transaction was overturned and the buyer was refunded in full as we have previous outlinedAs far as the complainants comment that there is no notice of review on our web site, one can add any item to our cart and proceed to checkout, and under the shipping address section see this statement of review (attached)Screening reviews are common with most every e-commerce web site The complainant states that the only satisfactory solution is for us to disregard our screening process and accept their order anyhow, and unfortunately we cannot do thisThe complainant has expressed concern that we have the credit card information on file, however we do notOur Shopify payments system uses pass-through technology to capture card information securely from the buyer and the credit card number is not released to us or storedThis can be verified by calling [redacted] payments at ###-###-#### As a final comment on this issue, upon screening of this order we were unable to fulfill it and refunded the complainant in fullWe have no further obligation to the complainant, and is clear that we have no solution to offer to the complainant that will satisfy himWe will be unable to accept his business and consider this matter closed
Thank you for notifying us of Revdex.com complaint ID *** that was opened sans-serif;" />
against our company Rokland Technologies on 2/28/by ***k.*** ***k placed order on our web site Rokland.com on FridayFebruary 28th, in the amount of $for PC partsThe customerprovided the following billing and shipping addresses for the order:Billing:*** ***k*** *** ** *** ***3Sarasota FL 34238Shipping:*** ***k*** ** *** ***Chicago IL 60616During checkout our web site indicates that addresses with a shippingaddress different from the billing address may be subject toadditional reviewA review of this transaction by our merchant reviewteam advised against filling the orderThe billing address used is afreight forwarding service that has been associated with unauthorizedcredit card transactions in the pastAfter the review was complete,the cardholder was refunded in full and our staff sent the followingemail to *** ***k:-----------------------------------------------------------Sent: Friday, February 28, 11:16Subject: Order #8*** with RoklandDear *** ***k,Thank you for your orderUnfortunately your order paid with Visa cardending in ***was rejected by our merchant processing bank's reviewteamThis is an outside review process that checks order informationsuch as credit card billing address, etcWe do not have any controlover this process and they have reversed the payment for this order sowe will be unable to ship it.They request you do not re-submit the order via credit card, and ifyou wish to purchase and have a *** account with a confirmedshipping address, that you can re-place the order using ***checkout with the confirmed shipping addressWe apologize for anyinconvenience this has caused you.*** **Rokland LLC--------------------------------------The email explains that the buyer should not resubmit credit cardpayment because we cannot verify the charge is authorized based on theaddress information givenWe suggested as an alternative the buyercould use ***.com payment if they had a *** confirmed shippingaddress to use.Note at this point in time the buyer had already been refunded infullThe buyer then sent this email reply back to us:-----Original Message-----From: *** ***k [***Subject: RE: Order #*** with RoklandDear *** *.,I will be resubmitting order shortlyI kindly request the team ofincompetents do not approach my credit card information and do notinterfere with my transactions In case the team insists the propertask for persons involved would be toilets cleaning or weed growing atmost while restrained from use of computers.In future communications please be sure also to introduce yourselfwith both first and last name.Thank you for understanding and complying.*** ***k_____________________Given the high risk of this transaction and the buyer's insistencethat we process their order anyway, we did not engage in any furthercontact with the individual.To this email I have attached the original order receipt as well asthe transaction history from our Shopify e-commerce site showing thetransaction was refunded.If it is *** ***k's claim that they have not received a refund,please let us know and we can contact our Shopify e-commerce serviceprovider for additional verification of refund.Thank you,*** ***Rokland LLC###-###-####
Again the complainant’s order was rejected because it did
not pass fraud screening. The buyer used a shipping address different from billing
address. A review of the order determined a freight forwarding addresses- which
is what the buyer used for his billing address- has a high rate of fraud. Rokland
did not state the buyer’s order was fraudulent, merely that it did not pass our
review screening process and therefore we could not process the order with the information given. We suggested an alternative way to complete the order if the buyer had only those addresses to use. Therefore
the transaction was overturned and the buyer was refunded in full as we have
previous outlined. As far as the complainants comment that there is no notice
of review on our web site, one can add any item to our cart and proceed to
checkout, and under the shipping address section see this statement of review
(attached). Screening reviews are common with most every e-commerce web site.
The complainant states that the only satisfactory solution
is for us to disregard our screening process and accept their order anyhow, and
unfortunately we cannot do this. The complainant has expressed concern that we
have the credit card information on file, however we do not. Our Shopify
payments system uses pass-through technology to capture card information
securely from the buyer and the credit card number is not released to us or
stored. This can be verified by calling [redacted] payments at ###-###-####.
As a final comment on this issue, upon screening of this
order we were unable to fulfill it and refunded the complainant in full. We
have no further obligation to the complainant, and is clear that we have no
solution to offer to the complainant that will satisfy him. We will be unable
to accept his business and consider this matter closed.
Complaint: [redacted]
I am rejecting this response because:
March 25th response from Rokland is another example of Rokland’s and its 3rd party incompetence. Regarding comment about “notice of review”, the attached screenshot is not dated which leads to conclusion website order form has been altered after incident and cannot reflect factual 02/28 order form. Every reputable business copies every clause from web order to order confirmation email. On February 28th Rokland did not copy such clause to order confirmation simply because there were no clauses on web order form. Upon request I will provide examples from reputable business.
Rokland admitted there were no my wrongdoing: “Rokland did not state the buyer’s order was fraudulent”. However Rokland decided to “punish” me buyer by declining future business, “We will be unable to accept his business”. This means Rokland wants to punish buyer for Rokland’s own incompetence to properly screen fraud. Such position is unacceptable and I expect Revdex.com will address this scandalous statement by lowering Rokland’s rating. I also want to indicate Rokland (or its 3rd party) is unable to provide evidence on unauthorized transactions which Rokland wrote about in 03/18 response.
Rokland is also wrong again in statement: “we could not process the order with the information given”. Rokland had all complete information plus authorization from my credit card issuer; had same information which reputable merchants have who process my orders, yet Rokland and whatever its 3rd party decided to play some superior authority that authorizes transactions. I expect Revdex.com will consider also this statement when lowering Rokland rating.
Regarding March 25th Rokland statement: “We suggested an alternative way to complete the order”. This statement is again lie, as Rokland previously on March 18th clearly indicated it did not “suggest” anything but instead “requested” threatening not to process order. In 02/28 email included in March 18th response Rokland wrote: “They request you do not re-submit the order via credit card, and if you wish to purchase and have a [redacted] account with a confirmed shipping address, that you can re-place the order using [redacted] checkout with the confirmed shipping address.” . I expect Revdex.com will prohibit Rokland from such practice in which forces customer to use specific payment methods while advertising two possible methods during checkout process. I already explained why such practice very likely may be used by Rokland and its accomplice to collect credit card information for future fraud with no trace. Finally, during checkout process Rokland never stated I do business with some its 3rd party, it is responsibility of Rokland to resolve problems its 3rd party created for me, that they marked my credit card as being used for unauthorized transactions.
Regards,
[redacted]k