Comment 路 Tue, August 15, 2017
Bad first time order experience...
What they were answering
Direct reply to the original post in this thread.
u/MisterYouAreSoDumb
Hey, sorry you are having some issues with the site. We will certainly get you taken care of, though. Don't worry about that.
That reply you received this morning was not my support team replying to you. That's an automated email for when someone new abandons a cart. My team would never write an email like that as a legitimate reply to a customer having an issue. I am sorry if you thought that was our official response to your support request. Our support responses and automated emails all come from [email protected], so it can be confusing. I apologize.
The two charges you see on your account are actually holds by your bank. We have not charged you anything yet. How credit card transactions work is that when you place an order on a site, it does an "authorize and capture" transaction. That authorizes the validity of your card details, and confirms that your bank will allow the charges. Your bank then usually puts a hold on the funds, in case the charge clears. Then if we get the OK back from your bank, we actually charge the card later in the day at the batch time. For us that is around 8pm Phoenix time. However, if your card is denied for some reason, then we do not charge the card at the batch time. However, some banks keep the hold on your account just in case. It will automatically fall off. How long that takes depends on your card and bank. Just know that we did not charge your card that amount. It's your bank that is holding the funds to protect themselves from it going through delayed.
My support team should already be working on your support ticket, if they have not already responded to you. However, please private message me your order details, and I will follow up with my team to ensure you are taken care of. I'll also make sure you get your full coupon discount. In the future, you can also write our support email to reset your password. It's always best to keep your orders on your actual account. That way we can more easily track and assist you. Guest checkouts are harder for us to look up. We can still do it. It's just easier to have it under your account. Also, I'll give you an extra coupon for next time, since this process has been a bit of headache for you. We certainly do not want your first experience with us to be difficult.
Cheers!