Suga

Crystal - as discussed, this complaint represents a customer who ordered, and promptly received her order (my company manufactures yoga mats out of recycled surfing wetsuits) After using it, she sought to return it for a refund, which was granted The refund was processed on The
first image is a confirmation from my shipping program, ShipStation that the item shipped.The second image is a screenshot from FedEx tracking showing the item delivered.The third is a screenshot from my SquareSpace order tracking program showing the customer having received a refund.The fourth is a screenshot from my Stripe payment processor also showing the customer having received a refund.The fifth is a screenshot from Stripe showing the customer received the refund on August 7, 2017, long before her complaint.The sixth is an email from the customer requesting a refund.The seventh is an email from me, the merchant, granting said refund.The eighth is an email from the customer acknowledging RECEIPT of the refund.I sincerely hope this is sufficient to resolve this complaint in my favor Please direct any further correspondence to this email address (***@suga.surf) rather than the other one you hadThanks very much for helping me deal with this (rather odd) issue.Regards,*** ***
***
*** *** *** *** ***
*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The representative of Suga acknowledged the appropriate timelineMy concern is not that I did not receive a refundIt is that I did not receive a FULL refundEven within the attachments he included the email I sent on August 15th inquiring why I did not receive a full refundAfter not getting a response I wrote again weeks later and have yet to get an explanationThe attachment was named Mat_return_(1).pdf It has been over months since I reached out and I still have not received a response from Suga about the discrepancy between what I paid and what I was refunded. I am looking for an accurate refund, but also would appreciate an explanation as to why Suga ignored my emails for over months
Thank you for your help!
*** ***

When I responded to this complaint, I did not have access to the customer's original complaint to the Revdex.com, in which, she states in pertinent part that she thought shipping was "free".  Shipping is not free. Please see screenshot from FAQ from our website attached.  Also, please find attached a screenshot evincing the fact that I just also refunded Ms. [redacted] her $9 in shipping, pursuant to her request for the same. Please see my email directly to the customer this morning, reproduced below:[redacted] - first off, please let me apologize for not responding to your multiple emails regarding your request to be reimbursed for the $9 you paid in shipping out our product to you.  Despite appearances, Suga is entirely a one-man business, run out of my home.  Between sourcing sufficient scrap material up and down the coast of north america, processing such material in preparation for production, shipping to my factory, receiving the finished mats, sewing on the labels, preparing and packing the boxes for shipment, fulfilling orders, dealing with marketing, sales, wholesale accounts, research and development, and accounting, there is sometimes very little time to reply to the massive volume of (generally positive) email inbound I receive.Again, please let me reiterate my apology in not getting back to you sooner.  By way of explanation, shipping from Suga is not ‘free’, but rather $9 anywhere in the lower 48; please see this excerpt from our FAQ page evincing the same:(Source: https://www.sugamats.com/faq/)Nevertheless, I have gone ahead and refunded your remaining $9.  I would truly appreciate it if you would contact the San Diego Revdex.com to rescind your complaint.As a small American business competing with massive corporations selling made-in-China products, I am truly doing the best I can.  I hope you can appreciate this and forgive us.Regards,[redacted]Founder/CEO[redacted]