Tool Ninjas Inc

Good morning,   This correspondence is in response to a a complaint involving an item ordered on our website www.toolninjas.com on 12/28/16. Preston [redacted] placed an order (number [redacted]) through our website for a total of $33.85.   Orders are shipped out within 2-3 business days. Business...

days are Monday-Friday. Please note that Monday 1/1/17 was also a holiday and orders do not ship on holidays as they are not business days. Mr. [redacted]'s item should have shipped out by Tuesday, January 2, 2017, however, upon securing payment for the item it came back as declined. This could be due in part to an error on his end or an error within our secure payment system.   The confirmation of order number [redacted] for customer ID #[redacted] confirms the placement of the order, however, payment is not authorized or "captured" until the day tracking information is uploaded. This is to ensure that we do not receive payments for items that do not ship. For our customers, it may show on their bank transactions as a "pending" charge until we authorize their payment, and upload tracking details.   Mr. [redacted] sent our company an email via our website on Tuesday, 1/2/17 (3rd business day since the order was placed). We did reply to the email stating that for some reason the payment did not secure on our end. Mr. [redacted] made several irate phone calls to us during this time. He did not seem to understand that an authorization on our end does not necessarily mean the payment went through.   On January 5, 2017 upon Mr. [redacted] calling in once more, an attempt to authorize his account succeeded and the payment was authorized. At this point, he was very angry and agitated for the misunderstanding, so we felt it was best to return his payment.   Mr. [redacted] has been given a full refund for his product. We would like to apologize on our end for the issue we had with our credit card processing company. We understand the frustration, and have been working with our processor to ensure this type of encounter does not occur again.   Thank you, Tool Ninjas, Inc.