DEVICES NOW Customer Service -- I think NOT !!! St. Augustine, FL Internet

Unfortunately, consumers do not understand what happens on the back end when they place an order. For our system, when an order is placed, a software program we use rates the likeliness of the order being fraud from 0-100% based on a variety of things. Orders that come in over a certain percentage risk score are automatically sent over for payment review. 

It is standard procedure to ask a customer to call in to us as this is part of the process in determining fraud. My apologies to the customer if they were not able to get through as sometimes our call/ticket volume can run high. Also, because the customer stated that they emailed 15 times, it should be noted that emails are answered from the oldest to the newest. When a customer repeatedly submits emails before being responded to (our ticket response does state it may take 24 hours), it just keeps making the ticket "new", which essentially pushes them to the bottom of the que.

After 3 business days of not hearing back from the customer, it is submitted to a 3rd party company for verification. At that time, the order is either processed through or cancelled out and refunded back to the customer (or if it was pending, the pending money is released).