Good morning, This correspondence is in response to a a complaint involving an item ordered on our website www.toolninjas.com on 12/28/Preston [redacted] placed an order (number ***) through our website for a total of $ Orders are shipped out within 2-business daysBusiness days are Monday-FridayPlease note that Monday 1/1/was also a holiday and orders do not ship on holidays as they are not business daysMr [redacted] 's item should have shipped out by Tuesday, January 2, 2017, however, upon securing payment for the item it came back as declinedThis 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 uploadedThis is to ensure that we do not receive payments for items that do not shipFor 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/(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 endMr [redacted] made several irate phone calls to us during this timeHe did not seem to understand that an authorization on our end does not necessarily mean the payment went through On January 5, upon Mr [redacted] calling in once more, an attempt to authorize his account succeeded and the payment was authorizedAt 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 productWe would like to apologize on our end for the issue we had with our credit card processing companyWe 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
Good morning, This correspondence is in response to a a complaint involving an item ordered on our website www.toolninjas.com on 12/28/Preston [redacted] placed an order (number ***) through our website for a total of $ Orders are shipped out within 2-business daysBusiness days are Monday-FridayPlease note that Monday 1/1/was also a holiday and orders do not ship on holidays as they are not business daysMr [redacted] 's item should have shipped out by Tuesday, January 2, 2017, however, upon securing payment for the item it came back as declinedThis 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 uploadedThis is to ensure that we do not receive payments for items that do not shipFor 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/(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 endMr [redacted] made several irate phone calls to us during this timeHe did not seem to understand that an authorization on our end does not necessarily mean the payment went through On January 5, upon Mr [redacted] calling in once more, an attempt to authorize his account succeeded and the payment was authorizedAt 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 productWe would like to apologize on our end for the issue we had with our credit card processing companyWe 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