VVIVID Vinyl

Please see USPS tracking number [redacted] to reference the product return, we have not received the item back yet.Given the nature of this case, we have to process the return after receipt before issuing a refund in order to ensure we are getting back 1) the correct item; and 2) the item in the same condition as the customer originally received it.Previous tracking estimated that we receive the return shipment yesterday but these are not guaranteed service levels and USPS has yet to deliver the shipment to us.There is already a PayPal case open for this in which we have previously agreed to refund the buyer after receiving the item back

Monday, March 5th - Customer received incorrect product with order.Monday, March 5th - Customer was asked for photo to confirm and get return process startedMonday, March 5th - Customer provided photosTuesday, March 6th - Customer was provided a pre-paid shipping label to send the item back.Since this is a customer with a good-standing history with us we offered to send a free replacement (at no cost) without needing to wait to get the returned product back.Tuesday, March 6th - Customer informed us they needed the material express/overnight shipped.Tuesday, March 6th - Customer was sent an invoice for the cost of express shippingWe were unable to upgrade the customer at no cost in this case due to the shipping fees being greater than their entire order to begin with, however, the shipping cost was subsidized to help alleviate the burden.Wednesday, March 7th - Customer sent us a new email informing us the item needed to ship todayCustomer did not reply or followup with the invoice and did not specify whether it would be ok to ship by ground at our cost as originally offeredDue to the timing of this email and high number of support requests from other customers we were unfortunately unable to followup with the customer within the same business day.Thursday, March 8th - Customer proceeded to open separate chargeback claims on PayPal for this order, and previous orders that were fulfilled correctly.Customer also has at least other employee from their company posting negative online reviews, as they have sent us an email about(see attachments).Friday, March 9th - Customer proceeded to open about PayPal cases for orders dating back more than year, mostly with the reason "Item not received"Most of the PayPal claims were escalated and closed by PayPal within the same day, and the customer appealed some of them with the reason "Not as described".Customer is now leaving negative online reviews (with bots, which is illegal), opening claims for every single transaction they've ever made over a year period (fraudulent), and is threatening to harass specific company employees by name via online reviews.Once the item is returned to us (current tracking estimates we will receive it back on Monday, March 12th) and if the customer does not followup with our offer to come to an amicable resolution, we will issue the customer a full refund for the original orderIf the customer does reply back to us, we will do our best to come up with a fair solution to resolve this.An email log is attached with personally identifiable information and confidential information redacted to protect the privacy of both the customer and our employees

The item was returned last weekWe still have not received a refundWe demand one asap

Yes, we would like our refundAt this point this scamming company is trying to withhold our moneyLet's remember this small company can't send the correct items, this is not our fault

Please see USPS tracking number [redacted]  to reference the product return, we have not received the item back yet.Given the nature of this case, we have to process the return after receipt before issuing a refund in order to ensure we are getting back 1) the correct item; and 2) the item in the same condition as the customer originally received it.Previous tracking estimated that we receive the return shipment yesterday but these are not guaranteed service levels and USPS has yet to deliver the shipment to us.There is already a PayPal case open for this in which we have previously agreed to refund the buyer after receiving the item back.

Monday, March 5th - Customer received incorrect product with order.Monday, March 5th - Customer was asked for photo to confirm and get return process startedMonday, March 5th - Customer provided photosTuesday, March 6th - Customer was provided a pre-paid shipping label to send the item back.Since...

this is a customer with a good-standing history with us we offered to send a free replacement (at no cost) without needing to wait to get the returned product back.Tuesday, March 6th - Customer informed us they needed the material express/overnight shipped.Tuesday, March 6th - Customer was sent an invoice for the cost of express shipping. We were unable to upgrade the customer at no cost in this case due to the shipping fees being greater than their entire order to begin with, however, the shipping cost was subsidized to help alleviate the burden.Wednesday, March 7th - Customer sent us a new email informing us the item needed to ship today. Customer did not reply or followup with the invoice and did not specify whether it would be ok to ship by ground at our cost as originally offered. Due to the timing of this email and high number of support requests from other customers we were unfortunately unable to followup with the customer within the same business day.Thursday, March 8th - Customer proceeded to open 3 separate chargeback claims on PayPal for this order, and 2 previous orders that were fulfilled correctly.Customer also has at least 1 other employee from their company posting negative online reviews, as they have sent us an email about. (see attachments).Friday, March 9th - Customer proceeded to open about 20 PayPal cases for orders dating back more than year, mostly with the reason "Item not received". Most of the PayPal claims were escalated and closed by PayPal within the same day, and the customer appealed some of them with the reason "Not as described".Customer is now leaving negative online reviews (with bots, which is illegal), opening claims for every single transaction they've ever made over a 2 year period (fraudulent), and is threatening to harass specific company employees by name via online reviews.Once the item is returned to us (current tracking estimates we will receive it back on Monday, March 12th) and if the customer does not followup with our offer to come to an amicable resolution, we will issue the customer a full refund for the original order. If the customer does reply back to us, we will do our best to come up with a fair solution to resolve this.An email log is attached with personally identifiable information and confidential information redacted to protect the privacy of both the customer and our employees.