TorreyCommerce

Revdex.com: The business has given me the requested refundI consider this complaint resolved Regards, [redacted]

Hello,My name is [redacted] and I am with the Customer service department for Torrey Commerce, AASKUS -- the marketplace vendor that sells on [redacted] .comPlease confirm once you receive this response.The Revdex.com letter was received on March 7th however we personal opened and got the letter on March 13th Not sure why it was this far out when the repose date said 02/02017??This is the first Revdex.com letter we have received so please let me know if there is anything else I need to do.Customer Info:Customer Name: [redacted] Customer Email: [redacted] @roadrunner.comSituation:This customer complaint was made through [redacted] .com, we, the market place vendor had sold this customer two lamp shades totaling to $Sold on Jan 17th shipped on Jan 17th tracking: https://www.fedex.com/apps/fedextrack/?tracknumbers= [redacted] delivered on 01/20/pm.The way we found out about the complaint in the first place was from a [redacted] .com Executive Escalations Specialist (EES), an email from the rep sent to [email protected] (our customer service email) on March 8thThe email explains that this customer made a complaint to Revdex.com -- stating that the customer has not received any assistant with her request/return.Our hours are M-F am-pm PST we usually respond with in the same business day if not the next but we inform customers via an automated response that we will be back with in two business days.We also have a Vm system set up that expresses what we request from the customer, that we will call them back with in 1-business days and that we PREFER EMAIL and where to find our email address on [redacted] .com as well as we leave it on our VM machine.The reason why we prefer email is because we have it in writing, we respond to customers via email much quicker for we can not always answer the phones or get back to the customer the same day via phone callThe follow up reason we prefer emails is because most time, customers dont leave phone numbers/order numbers/ too much back round noise resulting in misunderstanding the VM, or the VM is blankIf we do get the customers information -- we call back and no one usually answers postponing/delaying the resolution of what the customer needs.Again, most customers once they call 8/will send us an email noting that they get a response much sooner.The reason why I explain this again is because I want to make sure customers have every opto contact us one way or another -- I have checked my inbox, spam, VM's tickets ect and not auto response or contact was madeNot saying that the customer is making this up or didn't make an attempt however if I do not have the customer reaching out then there is NO way for me to respond to customer.Maybe the customer read the return policy and didn't want to pay for return shipping? Many customers will do a lot to avoid thisHere is our return policy which is online.AASKUS returns policyMarketplace items are not returnable to [redacted] .com or [redacted] stores.Customer satisfaction is very important to us, please read our returns policy below so we can further assist you! 1) Products may be returned within days (unless otherwise specified) from the date of purchase for a full refund of the purchase price, minus the shipping, handling, or other chargesProducts must be in their original condition including manuals, packaging, and components to warrant a refundSome items my have a shorter return period or are final sale, please make sure to check the item's description- Each package requires a Return Merchandise Authorization Number (RMA)After a return request has been submitted, and return instructions received, please ship the item back to the address provided- Return shipping costs are the responsibility of the customer- Please be sure that packages are sent back via a traceable method and obtain a return tracking number from the carrier when sending back your item(s)Please retain the tracking number until you receive a refund- Items listed with restocking fee's in their product descriptions are subject to restocking fees2) If you received a damaged, defective, or incorrect item, please contact us immediately at email [email protected] so we can remedy the situation for youDo not attempt to ship the product back yourself prior to contacting us3) Returns are usually completed within days of receipt and refunds are processed back to the method of payment.I ask if the customer does have validation that they emailed us to please forward this to us.Our Explanation:As I explained to the EES -- this was the FIRST time we have ever even heard of this customer/customers requestI will forward this conversation/attach to this thread -- I will name it Label 1.We make many sales daily so we dont look necessarily into the sales (at least on the CS end)We deal more so with the customer emails/calls/ tickets that the customer sends to us when they wants to return or issue with order or order status or missing items/ ectThese are rare issues however they do arise at timeMostly we deal with returns/damage items.Now, very rarely this happens where a customer doesn't know how to reach us; or they dont even realize they ordered through a marketplace vendor.Customers will purchase on [redacted] .com and not realizing that they ordered from a different seller.Customers will go on [redacted] -- not notice it says sold and shipped by in this case "AASKUS" , not read the fine print and assume the policies are the sameYou can see where I highlighted so you can see that there are also other sellers of this product( This product is just an example)The reason why I explain this is because this is how MOST customers reach us, they either know they purchased it through us (the seller) or they call/go to [redacted] and then they find out.When customers don't realize they purchased a third party item -- they will either go back to a physical [redacted] store or call [redacted] and then that is when they find out the third party name then they contact usAgain to reiterate: When the customer finds out by the [redacted] rep (online, by phone, or in person) the [redacted] rep will then give the customer our, AASKUS's informationI.e Phone number AND emailThen customers will contact us -- no problem 9/times.Our contact info is also listing on our sellers contact info on [redacted] .com where we list our return policy, customer service info ect.That way the customer has EVERY WAY to contact us9/customer have no issues and are aware of who is the seller, if it is [redacted] or a Marketplace vendor.We give the customer all the avenues of contacting us as well as [redacted] .com does.Lastly -- per our explanation:We have no word/contact from this customerIf she called -- we did NOT for I have searched for her phone number in my inbox and nothingNo emails from this customer -- as soon as we were informed of this customers issue with reaching us I called her, left a vm AND sent an emailBeing a third party it does take some times, sometime but it is all usually relative and the customer is usually updated right away or with in several business days.The number I called was [redacted] and NO answer then I sent a follow up email and I created a customer service ticket in my company portal that allows the supplier (the shipper of the product) to provide a response to the customer who has the issue/question ectThis is the follow up email I sent to this customer:---------- Forwarded message ----------From: Customer Service Date: Thu, Mar 9, at 3:PMSubject: AASKUS with [redacted] .com O# [redacted] To: [redacted] @roadrunner.comHello,My direct phone number is 619-819-ex [redacted] I just tried to call you and was unable to get a hold of youMy hours are 11-pm PST ( I do come in earlier at times and leave later)Please leave me a VM with your [redacted] .com O# and a phone number so in case I dont answer I can call you backI am sorry for the inconveniences caused and really appreciate you bearing with me.Thank you for contacting us and we are sorry for any inconvenienceWe have submitted a customer service ticket with the manufacturers and the shipping warehouse regarding this issueYou will receive a separate e-mail response (via a customer service ticket #) ASAP; please keep in mind it can take several business days for the suppliers to receive and respondWe are happy to helpWe normally do not provide return labels for returns unless the item/s are defective or damaged (with photos/description of the defect or damage).I understand that the items did not work out for you.We can provide you a prepaid label and deduct small fee for the shipping cost of this prepaid label from your return -- we get better rates than the average person shipping items; about half of what you would pay to ship it back.I will work on seeing if my supplier can wave it or if we can cover half.Please keep your eyes open in your inbox/spam (Just in case) If you have any further questions, please do not hesitate.Thank you for your time and patience.Thank you kindly, [redacted] G.Customer ServiceThis communication is done on our (AASKUS's portal): as you can see bellow on 03/we created the ticket and on 03/the supplier responded (to the email of the customer that we have on file) and no response from the customer [redacted] [email protected] customers put a spam email or the wrong number or by accidentally misspell there info but this is the ONLY way we have to contact them by the information that is providedIt is important that customers make sure they put the good info especially when ordering online.Customer Contact [redacted] - [redacted] Order [redacted] –03/09/03:pm PSTMy lampshades are not compatible with her lamps, and she would just like to return themPlease send me a return label.Thank youReplychuff - Re: [redacted] Order [redacted] –03/12/03:pm PDTHello ***,Thank you for reaching out to us for a returnI would like to assist you with the return of the shades, I just want to confirm that you are returning both items to our manufacturer?Kind Regards,~ *** I 100% do my best to get to my customers asap, promptly, I have my customers best interest in mind when dealing with my suppliers, issues do arise and I do my best to resolve them and asapMy goal is to have customers as happy as possible regardless the cost, the item or the situationNow misstates and issues do happen -- we can not be percent 100% but my two years of working CS I have never had a Revdex.com complaint and 9/times most customers appreciate the work I doI am even happy to provide customers who have emailed me back thanking me for resolving the issue that I am happy to provideI know this is not about me personally but I work so hard to uphold this model that it really means a lot for to have at least satisfied customers if not happy customersThat is why I am a bit shocked this customer who did not contact us contact Revdex.com right away.I know this is a lot of information however I really hope this resolves this on our end.I understand any frustration on the customers end however I personally am here to aid in the situation when the customers do contact us.How do we know if we can get this removed from the comapny name? What is the next step?PLEASE let me know if you need anything else from meYou can email me here or call me and leave a VM if I do not answer.Thank you,-- [redacted] G.619-819-ex ***TorreyCommerceMiramar Rd., Ste 290San Diego, CA 92126Or first contact from EES regarding this customers issuePlease start at bottom, see the date I made bold the dates so you can see the order of the thread again the first email starts at the bottom.Label 1.---------- Forwarded message ----------From: Customer ServiceDate: Mon, Mar 13, at 5:PMSubject: Re: [redacted] >Hello,We received a letter from the Revdex.com --do you know why we received this?Isn't this something that [redacted] .com is to deal with?We will call them tomorrow either way however again, in this case this customer has not contacted us once until we got your email.Please let me know if I need to scan the letter over to you or what you suggest.Thank you kindly, [redacted] G.Customer ServiceOn Thu, Mar 9, at 4:PM, [redacted] < [redacted] @ [redacted] .com> wrote:Thanks so much! I’ll follow up with the customer to ask her to look out for your emailJust let me know what you find out about the refund you’ll be able to process for herThanks again, [redacted] Senior Executive Escalations Specialist [redacted] ***Building loyalty through engaging customer service From: Customer Service [mailto:[email protected]] Sent: Thursday, March 9, 3:PMTo: [redacted] *** [redacted] [redacted] Revdex.com Complaint Thank you for updating usI am happy to provide a label for the customer but we will need to start the return process now which can take timeI called the customer (left a Vm because when we call back they usually never answer which is another reason why we like EMAIL) I also in this regard send her an email Because this is a "buyers remorse" return, my suppliers will charge her for this returnJust because she didn't get a hold of us doesn't mean I can 100% get it waved but in this case -- and as a courtesy, depending on the cost we will work on either covering it in full or covering half depending what I can work outSide note: We prefer that [redacted] informs customers to email us because when customers call (most of the time) we, again just to reiterate, the call is noisy, or message is blank, or we do not understand what customer says or they dont leave good/correct info and then if they do leave the correct info they never usually answer when we call back so it is a phone tag game Also if customers call us directly we instruct them to EMAIL us preferably (so this customer did not follow this instruction) and we leave the email on the Vm We also inform them to go to our contact us page on [redacted] (which is very clear) and has everything as far as policy and email in the contact infoI understand sometimes customers have trouble with this but we make it really accessible for customersPlease can you make note that if customers call you ( [redacted] ) to please email usIf they want us to call then they can instruct us in email and we will call them that way time doesn't go by and we have things in written and I can call them at the appropriate timeCustomers do for us always come first so I will work with this customer the utmost best we/I can and please let me know if there is anything else I can doThank you kindly, [redacted] G.Customer Service On Thu, Mar 9, at 3:PM, [redacted] wrote:Hi [redacted] , The customer has returned my call, and she advised that the lampshades are not compatible with her lamps, and she would just like to return themShe said she did attempt to reach your team by phone, but hadn’t heard backShe did not realize the items were from a Marketplace seller and would not be returnable to her local [redacted] store, but I have educated her on the differences with Marketplace returns policesWould you be able to assist the customer with a return for these items? Might you be able to send her a prepaid label as a courtesy? Let me know! Thanks, [redacted] Senior Executive Escalations Specialist [redacted] Global eCommerceCherry AveSan Bruno, CA 94066Building loyalty through engaging customer service From: Customer Service [mailto:[email protected]] Sent: Wednesday, March 8, 4:PMTo: [redacted] *** [redacted] Subject: Re: [redacted] Order [redacted] – Revdex.com Complaint Thanks -- yes this is the first we heard of the complaint we have never had any Revdex.com complaint so It does make me sad/frustrated that customers get impatient and dont read the rules/policies or take action right away when they haven't even contacted usIf I am not in the office please note I will respond asap during business hours Thank you kindly, [redacted] G.Customer Service On Wed, Mar 8, at 4:PM, [redacted] wrote:Hi [redacted] , Thanks so much for confirming you haven’t heard from the customerI am still waiting to receive more information from her about the specifics of her issue, and I’ll follow up with you as soon as I hear from her! I just wanted to check if you might have been in touch with her already, as her Revdex.com complaint had few details about what her issue wasThanks for your prompt response! [redacted] Senior Executive Escalations Specialist [redacted] Global eCommerceCherry AveSan Bruno, CA 94066Building loyalty through engaging customer service From: Customer Service [mailto:[email protected]] Sent: Wednesday, March 8, 4:PMTo: [redacted] *** [redacted] Subject: Re: [redacted] Order [redacted] – Revdex.com Complaint What is the customer needed so I can help? Thank you kindly, [redacted] G.Customer Service On Wed, Mar 8, at 4:PM, Customer Service wrote:Hello, I do not have ANY emails or phone calls for this customerThis is the first I have heard of thisWe too -- strive to have good standing with all happy and unhappy customers and in our VM if customers call we leave out email and instructions as well as in email we have detailed automated response in case it is the weekend or a holiday so they know where are here to helpWe have also called [redacted] to again, make sure if customers call them first to give out our EMAIL not phone call cause a lot of times customers will call and its noisy, or message is blank, or we do not understand what customer says or they dont leave good/correct infoI dont have any contact responses from this customer in my entire inbox/spam and no voicemail from the number we have on fileI am so sorry -- how can I help? What does the customer need? To return the item? Our Hours are M-F 10:am to pm PST Thank you kindly, [redacted] G.Customer Service On Wed, Mar 8, at 3:PM, [redacted] wrote:The Communication is Intended Only Between [redacted] & [redacted] Marketplace SellerPlease Do Not Include Customers in Your Reply to [redacted] To:AASKUSFrom: [redacted] Global eCommerce Customer Care - Executive Escalation TeamDate:March 8, 2017RE: [redacted] Order [redacted] – Revdex.com Complaint Hi Marketplace Partner,It is a primary goal at [redacted] to provide each customer with “Best in Class Service.” Our customer has filed a Revdex.com complaint stating that she has not received assistance with her request to return the below orderI have attempted to contact the customer directly to get more information from her, but I haven’t yet received a responseCan you please advise if this customer has contacted you to request a return? [redacted] requires full resolution to this communication within hour of receipt of this notificationIf you need to supply the customer with a pre-paid return label please include the label with the respective resolution update, since this is sensitive matter we would like to ensure every aspect of the customer needs are addressed in a satisfactory manner- Customer Name: [redacted] - Customer Email Address: Reference [redacted] Seller Center to Email the Customer- Order Number: [redacted] - Order Date: January 16, 2017- Item Name:o Quintana Roo Round ClipOn Chandelier Lamp Shade (x2)o Quintana Roo Square Pyramid Lamp Shade (x2)- Item Number:o 50683740o We appreciate your partnership to ensure the customer issue is fully resolved in a timely manner.Thank you,*** The Communication is Intended Only Between [redacted] & [redacted] Marketplace SellerPlease Do Not Include Customers in Your Reply to [redacted] [redacted] Senior Executive Escalations Specialist [redacted] Global eCommerceCherry AveSan Bruno, CA 94066Building loyalty through engaging customer service

*** Order# ***This customer ordered a couple of lights for but these items were in clearance and we run out of stock We were not able to find comparable deal and Mrs. *** got really upset But I did contacted my supplier and did everything to assist
her. Also customer was refunded the since February We send her the via her paypal account customer used to place the order Here are the transaction details:Payment Sent (Unique Transaction ID # ***)Sent to: *** *** (The recipient of this payment is Unverified)Email: ***Net amount: -$USDDate: Feb 10, 2015Time: 14:49:PSTStatus: CompletedAlso , I did contacted our vendor Here is my communication with my supplier trying looking for options to help customer (first e-mail at bottom):From: *** *** Date: Wed, Feb 11, at 2:PMSubject: Re: TCN order *** (ATG ***)To: *** *** Cc: *** *** , *** *** , *** *** ***>Hello all.I just spoke with customer (***) again and she was very upset withthe 10% discount that was offered to her Per her own words "it wasa slap in the face" that I had not done anything to help her at all.I explained that what she ordered were clearance items that run out ofstock prior fulfilling the order and that unfortunately we had nosimilar items to offer at the same price She said that why was shenot informed right away that she was waiting and waiting etc etc etc..So that she is contacting ATG directly since I did not do anything for her.Just giving the heads up.Thanks,***On Tue, Feb 10, at 3:PM, ***y *** Cancelled confirmed, also emailing the manufacturer.>> Thanks,>> *** ***
* *** *** * *** ***
* *** *** ***
* *** *** *** ***
* *** ***
* *** ***
* *** ***>>>> -----Original Message-----> From: *** *** ***> Sent: Tuesday, February 10, 2:PM> To: *** ***> Cc: *** ***; *** ***h; ***y ***> Subject: Re: TCN order *** *** ***>> Hello,>> Customer replied: Please credit my account ASAPLet me know when it's doneThank You.>> ===========>> I tried crediting the now but transaction is refused Make sure it is canceled on your endI am taking care of this credit.>> Thanks,>> ***>
* ** *** *** *** *** ** *** *** *** *** *** ***>> HI ***,>>>> Thank you, hopefully she is happy, we just can't find her the same deal!>*
** *** * *** *** *** ***
** *** ** *** ***
** *** ***
** *** ** ***
** *** *** *** ***
** *** ***>>>>>>>>>>>>>> ________________________________________>> *** *** *** ***
** *** *** *** *** *** *** **
** *** *** ***
** *** *** *** *** *** *** ***
** *** *** *** *** *** *** ***>>>> Hello ***,>>>> I just informed customer:>>>> Hello ***i,>>>> My supplier created a a special coupon for you for a 10% discount:>>>* ***>>>> It can only be used on their site: atgstores.com to buy the lights>> from the list that you like best.>>>> Thanks,>>>> =======================>>>>>> Also the MFR never replied if they can offer some replacements?>>>> I will let you know what she says too.>>>> Thanks,>>>> ***>>>> On Tue, Feb 10, at 2:PM, *** *** wrote:>>> Hi ***,>>>>>> We can offer the customer a 10% discount, here is the coupon code created for her:>>>>>> ***>>>>>> It can only be used on ATG but hopefully she will be happy with it.>>>>>> Let us know what she says and thank you,>>>>>> *** * *** *** *** ***
*** *** ** *** ***
*** *** ***
*** *** ** ***
*** *** *** *** ***>>> [e] l***>>>>>>>>>>>>>>>>>>>>> ________________________________________>>> From: *** *** [***>>> Sent: Monday, February 09, 2:PM>>> To: *** ***>>> Cc: *** ***; *** ***h; ***y ***>>> Subject: Re: TCN order *** (*** ***>>>>>> Hello,>>>>>> Yes let me know what the MFR says Customer also send me the list of>>> items that she liked I am BCCing all of you Her e-mail ->>> d***>>>>>>>>> Can you see if any of the items she list can be offered a discount?>>> or get me a quote or something? She can placed the order directly>>> with ATG if necessary.>>>>>> Let me know pls.>>>>>> Thanks,>>>>>> ***>>>>>> On Sat, Feb 7, at 6:AM, *** *** wrote:>>>> Hi ***,>>>>>>>> I will ask them and let you know what they sayGlad the customer was nice!>>>>>>>> Thank you,>>>>>>>> *** * *** *** ***
*** ***
*** *** ** *** ***
*** *** ***
*** *** ** ***
*** *** *** *** ***
*** *** ***>>>>>>>>>>>>>>>>>>>>>>>>>>>> ________________________________________>>>> From: *** *** [***>>>> Sent: Friday, February 06, 4:PM>>>> To: *** ***>>>> Cc: *** ***; *** ***h; ***y ***>>>> Subject: Re: *** *** *** *** ***>>>>>>>> Hello ***,>>>>>>>> Order #*** from ***.com #***>>>>>>>> I just called customer and she was actually pretty nice She is going>>>> to see which light she really wants and see what discount we can>>>> offer I made it really clear that it wouldn't be comparable to the>>>> price of but that I would do my best to work with you, my>>>> supplier, to assist her.>>>>>>>> For now leave everything as is.>>>>>>>> Is there a way that the manufacturer can offer any replacements to>>>> fulfill this order?>>>>>>>> Thanks,>>>>>>>> ***>>>>>>>>>>>>>>>> On Fri, Feb 6, at *** *** *** *** ***> wrote:>>>>> Hello ***,>>>>>>>>>> This cust is upset as the mfr back ordered her lights until 3/She has>>>>> opened many tickets wanting a comparable replacementSince we can't find>>>>> anything for her she is asking for a supervisor to call herI left ticket>>>>> *** open, unanswered and starredPlease contact her and be prepared, she>>>>> expects us to discount a light for her to match the sale item she originally>>>>> ordered.>>>>>>>>>> Thank you and sorry!!>>>>>>>>>> *** | Marketplace Support Associate>>>>> ***
*** *** ** *** ***
*** *** ***
*** *** ** ***
*** *** *** *** ***
*** *** ***>>>>>==============================================================This issue has been resolved since customer has been refunded the 110.00. Thanks, *** O. *** Customer Service

Hello,This customer was refunded in full since the since the 7/18/16. Thisissue was resolved since then.***
***

Revdex.com:
The business has given me the requested refund. I consider this complaint resolved. 
Regards,
[redacted]

Hello Ms [redacted],
Your order was cancelled and LNT.com (order # [redacted]) has processed a refund for the full purchase amount, of $662.71, on Sept. 22, 2014.
Depending on your bank or account provider, you should see the funds returned to your account in 3-5 business days.
 
Sincerely,
[redacted]...

[redacted]
LNT.com customer support

Hello,My name is [redacted] and I am with the Customer service department for Torrey Commerce, AASKUS -- the marketplace vendor that sells on [redacted].com. Please confirm once you receive this response.The Revdex.com letter was received on March 7th 2017 however we personal opened and got the letter on...

March 13th 2017.  Not sure why it was this far out when the repose date said 02/02017??This is the first Revdex.com letter we have received so please let me know if there is anything else I need to do.Customer Info:Customer Name:[redacted]Customer Email:[redacted]@roadrunner.comSituation:This customer complaint was made through [redacted].com, we, the market place vendor had sold this customer two lamp shades totaling to $120.12. Sold on Jan 17th 2017 shipped on Jan 17th 2017 tracking: https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted] deliv...⇄ on 01/20/17 pm.The way we found out about the complaint in the first place was from a [redacted].com Executive Escalations Specialist (EES), an email from the rep sent to [email protected] (our customer service email) on March 8th. The email explains that this customer made a complaint to Revdex.com -- stating that the customer has not received any assistant with her request/return.Our hours are M-F 11 am-4 pm PST we usually respond with in the same business day if not the next but we inform customers via an automated response that we will be back with in two business days.We also have a Vm system set up that expresses what we request from the customer, that we will call them back with in 1-2 business days and that we PREFER EMAIL and where to find our email address on [redacted].com as well as we leave it on our VM machine.The reason why we prefer email is because 1. we have it in writing, we respond to customers via email much quicker for we can not always answer the phones or get back to the customer the same day via phone call. The follow up reason we prefer emails is because most time, customers dont leave phone numbers/order numbers/ too much back round noise resulting in misunderstanding the VM, or the VM is blank. If we do get the customers information -- we call back and no one usually answers postponing/delaying the resolution of what the customer needs.Again, most customers once they call 8/10 will send us an email noting that they get a response much sooner.The reason why I explain this again is because I want to make sure customers have every op. to contact us one way or another -- I have checked my inbox, spam, VM's tickets ect and not 1. auto response or contact was made. Not saying that the customer is making this up or didn't make an attempt however if I do not have the customer reaching out then there is NO way for me to respond to customer.Maybe the customer read the return policy and didn't want to pay for return shipping? Many customers will do a lot to avoid this. Here is our return policy which is online.AASKUS returns policyMarketplace items are not returnable to [redacted].com or [redacted] stores.Customer satisfaction is very important to us, please read our returns policy below so we can further assist you! 1) Products may be returned within 30 days (unless otherwise specified) from the date of purchase for a full refund of the purchase price, minus the shipping, handling, or other charges. Products must be in their original condition including manuals, packaging, and components to warrant a refund. Some items my have a shorter return period or are final sale, please make sure to check the item's description. - Each package requires a Return Merchandise Authorization Number (RMA). After a return request has been submitted, and return instructions received, please ship the item back to the address provided. - Return shipping costs are the responsibility of the customer. - Please be sure that packages are sent back via a traceable method and obtain a return tracking number from the carrier when sending back your item(s). Please retain the tracking number until you receive a refund. - Items listed with restocking fee's in their product descriptions are subject to restocking fees. 2) If you received a damaged, defective, or incorrect item, please contact us immediately at email [email protected] so we can remedy the situation for you. Do not attempt to ship the product back yourself prior to contacting us. 3) Returns are usually completed within 10 days of receipt and refunds are processed back to the method of payment.I ask if the customer does have validation that they emailed us to please forward this to us.Our Explanation:As I explained to the EES -- this was the FIRST time we have ever even heard of this customer/customers request. I will forward this conversation/attach to this thread -- I will name it  Label 1.We make many sales daily so we dont look necessarily into the sales (at least on the CS end). We deal more so with the customer emails/calls/ tickets that the customer sends to us when they wants to return or issue with order or order status or missing items/ ect. These are rare issues however they do arise at time. Mostly we deal with returns/damage items.Now, very rarely this happens where a customer doesn't know how to reach us; or they dont even realize they ordered through a marketplace vendor.Customers will purchase on [redacted].com and not realizing that they ordered from a different seller.Customers will go on [redacted] -- not notice it says sold and shipped by in this case "AASKUS" , not read the fine print and assume the policies are the same. You can see where I highlighted so you can see that there are also other sellers of this product. ( This product is just an example)The reason why I explain this is because this is how MOST customers reach us, they either know they purchased it through us (the seller) or they call/go to [redacted] and then they find out.When customers don't realize they purchased a third party item -- they will either go back to a physical [redacted] store or call [redacted] and then that is when they find out the third party name then they contact us. Again to reiterate: When the customer finds out by the [redacted] rep (online, by phone, or in person) the [redacted] rep will then give the customer our, AASKUS's information. I.e Phone number AND email. Then customers will contact us -- no problem 9/10 times.Our contact info is also listing on our sellers contact info on [redacted].com where we list our return policy, customer service info ect.That way the customer has EVERY WAY to contact us. 9/10 customer have no issues and are aware of who is the seller, if it is [redacted] or a Marketplace vendor.We give the customer all the avenues of contacting us as well as [redacted].com does.Lastly -- per our explanation:1. We have no word/contact from this customer. If she called -- we did NOT for I have searched for her phone number in my inbox and nothing.2. No emails from this customer -- as soon as we were informed of this customers issue with reaching us I called her, left a vm AND sent an email.3. Being a third party it does take some times, sometime but it is all usually relative and the customer is usually updated right away or with in several business days.The number I called was [redacted] and NO answer then I sent a follow up email and I created a customer service ticket in my company portal that allows the supplier (the shipper of the product) to provide a response to the customer who has the issue/question ect. This is the follow up email I sent to this customer:---------- Forwarded message ----------From: Customer Service <[email protected]>Date: Thu, Mar 9, 2017 at 3:21 PMSubject: AASKUS with [redacted].com O#[redacted]To: [redacted]@roadrunner.comHello,My direct phone number is 619-819-2507 ex [redacted] I just tried to call you and was unable to get a hold of you. My hours are 11-4 pm PST ( I do come in earlier at times and leave later). Please leave me a VM with your [redacted].com O# and a phone number so in case I dont answer I can call you back. I am sorry for the inconveniences caused and really appreciate you bearing with me.Thank you for contacting us and we are sorry for any inconvenience. We have submitted a customer service ticket with the manufacturers and the shipping warehouse regarding this issue. You will receive a separate e-mail response (via a customer service ticket #) ASAP; please keep in mind it can take several business days for the suppliers to receive and respond. We are happy to help. We normally do not provide return labels for returns unless the item/s are defective or damaged (with photos/description of the defect or damage).I understand that the items did not work out for you.We can provide you a prepaid label and deduct small fee for the shipping cost of this prepaid label from your return -- we get better rates than the average person shipping items; about half of what you would pay to ship it back.I will work on seeing if my supplier can wave it or if we can cover half.Please keep your eyes open in your inbox/spam (Just in case).  If you have any further questions, please do not hesitate.Thank you for your time and patience.Thank you kindly,[redacted] G.Customer ServiceThis communication is done on our (AASKUS's portal): as you can see bellow on 03/09 we created the ticket and on 03/12 the supplier responded (to the email of the customer that we have on file) and no response from the customer [redacted][email protected] customers put a spam email or the wrong number or by accidentally misspell there info but this is the ONLY way we have to contact them by the information that is provided. It is important that customers make sure they put the good info especially when ordering online.Customer Contact[redacted] - [redacted] Order [redacted] –03/09/2017 03:18 pm PSTMy lampshades are not compatible with her lamps, and she would just like to return themPlease send me a return label.Thank youReplychuff  - Re: [redacted] Order [redacted] –03/12/2017 03:04 pm PDTHello [redacted],Thank you for reaching out to us for a return. I would like to assist you with the return of the shades, I just want to confirm that you are returning both items to our manufacturer?Kind Regards,~ [redacted] I 100% do my best to get to my customers asap, promptly, I have my customers best interest in mind when dealing with my suppliers, issues do arise and I do my best to resolve them and asap. My goal is to have customers as happy as possible regardless the cost, the item or the situation. Now  misstates and issues do happen -- we can not be percent 100% but my two years of working CS I have never had a Revdex.com complaint and 9/10 times most customers appreciate the work I do. I am even happy to provide customers who have emailed me back thanking me for resolving the issue that I am happy to provide. I know this is not about me personally but I work so hard to uphold this model that it really means a lot for to have at least satisfied customers if not happy customers. That is why I am a bit shocked this customer who did not contact us contact Revdex.com right away.I know this is a lot of information however I really hope this resolves this on our end.I understand any frustration on the customers end however I personally am here to aid in the situation when the customers do contact us.How do we know if we can get this removed from the comapny name? What is the next step?PLEASE let me know if you need anything else from me. You can email me here or call me and leave a VM if I do not answer.Thank you,-- [redacted] G.619-819-2507 ex [redacted]TorreyCommerce8400 Miramar Rd., Ste 290San Diego, CA 92126Or first contact from EES regarding this  customers issue. Please start at bottom, see the date I made bold the dates so you can see the order of the thread again the first email starts at the bottom.Label 1.---------- Forwarded message ----------From: Customer Service<[email protected]>Date: Mon, Mar 13, 2017 at 5:23 PMSubject: Re: [redacted]
[redacted]
[redacted]>Hello,We received a letter from the Revdex.com --do you know why we received this?Isn't this something that [redacted].com is to deal with?We will call them tomorrow either way however again, in this case this customer has not contacted us once until we got your email.Please let me know if I need to scan the letter over to you or what you suggest.Thank you kindly,[redacted] G.Customer ServiceOn Thu, Mar 9, 2017 at 4:31 PM, [redacted] <[redacted].com> wrote:Thanks so much! I’ll follow up with the customer to ask her to look out for your email. Just let me know what you find out about the refund you’ll be able to process for her. Thanks again,[redacted]Senior Executive Escalations Specialist 
[redacted]
[redacted]
[redacted]Building loyalty through engaging customer service.    From: Customer Service [mailto:[email protected]] Sent: Thursday, March 9, 2017 3:18 PMTo: [redacted]
[redacted]
[redacted] Revdex.com Complaint  Thank you for updating us. I am happy to provide a label for the customer but we will need to start the return process now which can take time. I called the customer (left a Vm because when we call back they usually never answer which is another reason why we like EMAIL) I also in this regard send her an email.  Because this is a "buyers remorse" return, my suppliers will charge her for this return. Just because she didn't get a hold of us doesn't mean I can 100% get it waved but in this case -- and as a courtesy, depending on the cost we will work on either covering it in full or covering half depending what I can work out. Side note: We prefer that [redacted] informs customers to email us because when customers call (most of the time) we, again just to reiterate, the call is noisy, or message is blank, or we do not understand what customer says or they dont leave good/correct info and then if they do leave the correct info they never usually answer when we call back so it is a phone tag game.  Also if customers call us directly we instruct them to EMAIL us preferably (so this customer did not follow this instruction) and we leave the email on the Vm.  We also inform them to go to our contact us page on [redacted] (which is very clear) and has everything as far as policy and email in the contact info. I understand sometimes customers have trouble with this but we make it really accessible for customers. Please can you make note that if customers call you ([redacted]) to please email us. If they want us to call then they can instruct us in email and we will call them that way time doesn't go by and we have things in written and I can call them at the appropriate time. Customers do for us always come first so I will work with this customer the utmost best we/I can and please let me know if there is anything else I can do. Thank you kindly,[redacted] G.Customer Service On Thu, Mar 9, 2017 at 3:03 PM, [redacted] <[redacted].[redacted].com> wrote:Hi [redacted], The customer has returned my call, and she advised that the lampshades are not compatible with her lamps, and she would just like to return them. She said she did attempt to reach your team by phone, but hadn’t heard back. She did not realize the items were from a Marketplace seller and would not be returnable to her local [redacted] store, but I have educated her on the differences with Marketplace returns polices. Would you be able to assist the customer with a return for these items? Might you be able to send her a prepaid label as a courtesy? Let me know! Thanks,[redacted]Senior Executive Escalations Specialist [redacted] Global eCommerce850 Cherry AveSan Bruno, CA 94066Building loyalty through engaging customer service.      From: Customer Service [mailto:[email protected]] Sent: Wednesday, March 8, 2017 4:58 PMTo: [redacted]
[redacted]Subject: Re: [redacted] Order [redacted]– Revdex.com Complaint Thanks -- yes this is the first we heard of the complaint we have never had any Revdex.com complaint so It does make me sad/frustrated that customers get impatient and dont read the rules/policies or take action right away when they haven't even contacted us. If I am not in the office please note I will respond asap during business hours.  Thank you kindly,[redacted] G.Customer Service On Wed, Mar 8, 2017 at 4:55 PM, [redacted] <[redacted].[redacted].com> wrote:Hi [redacted], Thanks so much for confirming you haven’t heard from the customer. I am still waiting to receive more information from her about the specifics of her issue, and I’ll follow up with you as soon as I hear from her! I just wanted to check if you might have been in touch with her already, as her Revdex.com complaint had few details about what her issue was. Thanks for your prompt response! [redacted]Senior Executive Escalations Specialist [redacted] Global eCommerce850 Cherry AveSan Bruno, CA 94066Building loyalty through engaging customer service.     From: Customer Service [mailto:[email protected]] Sent: Wednesday, March 8, 2017 4:52 PMTo: [redacted]
[redacted]Subject: Re: [redacted] Order [redacted]– Revdex.com Complaint What is the customer needed so I can help? Thank you kindly,[redacted] G.Customer Service On Wed, Mar 8, 2017 at 4:50 PM, Customer Service <[email protected]> wrote:Hello, I do not have ANY emails or phone calls for this customer. This is the first I have heard of this. We too -- strive to have good standing with all happy and unhappy customers and in our VM if customers call we leave out email and instructions as well as in email we have detailed automated response in case it is the weekend or a holiday so they know where are here to help. We have also called [redacted] to again, make sure if customers call them first to give out our EMAIL not phone call cause a lot of times customers will call and its noisy, or message is blank, or we do not understand what customer says or they dont leave good/correct info. I dont have any contact responses from this customer in my entire inbox/spam and no voicemail from the number we have on file. I am so sorry -- how can I help? What does the customer need? To return the item? Our Hours are M-F 10:30 am to 5 pm PST.   Thank you kindly,[redacted] G.Customer Service On Wed, Mar 8, 2017 at 3:58 PM, [redacted] <[redacted].[redacted].com> wrote:The Communication is Intended Only Between [redacted] & [redacted] Marketplace Seller. Please Do Not Include Customers in Your Reply to [redacted] To:AASKUSFrom:[redacted] Global eCommerce Customer Care - Executive Escalation TeamDate:March 8, 2017RE:[redacted] Order [redacted]– Revdex.com Complaint Hi Marketplace Partner,It is a primary goal at [redacted] to provide each customer with “Best in Class Service.”  Our customer has filed a Revdex.com complaint stating that she has not received assistance with her request to return the below order. I have attempted to contact the customer directly to get more information from her, but I haven’t yet received a response. Can you please advise if this customer has contacted you to request a return? [redacted] requires full resolution to this communication within 1 hour of receipt of this notification. If you need to supply the customer with a pre-paid return label please include the label with the respective resolution update, since this is sensitive matter we would like to ensure every aspect of the customer needs are addressed in a satisfactory manner. -          Customer Name: [redacted]-          Customer Email Address: Reference [redacted] Seller Center to Email the Customer-          Order Number: [redacted]-          Order Date: January 16, 2017-          Item Name:o   Quintana Roo Round ClipOn Chandelier Lamp Shade (x2)o   Quintana Roo Square Pyramid Lamp Shade (x2)-          Item Number:o   50683740o   50683786 We appreciate your partnership to ensure the customer issue is fully resolved in a timely manner.Thank you,[redacted] The Communication is Intended Only Between [redacted] & [redacted] Marketplace Seller. Please Do Not Include Customers in Your Reply to [redacted]Senior Executive Escalations Specialist [redacted] Global eCommerce850 Cherry AveSan Bruno, CA 94066Building loyalty through engaging customer service.