tintcenter.com tintcenter.com took product money and FedEx refund Internet

First of all, we as the merchant appreciate this customer's returning businesses and we are truly sorry for the unpleasant experience which seldom happen.

After we found out this report, we proactively looked into it the problem.  This was actually the first time we came to know the issue for this order.

From our understanding and research into this order's problem, we identified that it was caused by two unfortunate system and process issue resulting this misunderstanding.  First, the customer did not use the standard contact form (http://store.tintcenter.com/contacts/) or contact email (http://store.tintcenter.com/customer_service/) listed on the website, and the way our email system is set up, his email was not able to be forwarded to the correct department to get his issue taken care of, so unfortunately this miscommunication occurred.  For this, we apologize and will seek improving the email system filters to prevent similar situations from happening in the future.  

We also called FedEx Claim department to understand this particular package that was delivered on 08/10.  It turned out that the recipient had called in on 08/27 to file a damaged package claim and the claim was paid on 08/28 to the sender.  According to FedEx's rule, the payment can only go to the sender no matter who files the claim.  Unfortunately since the amount was under $100, it fell into FedEx's automated expedited claim process which means the claim was approved automatically without any forms of communication nor notifications to any parties including both the sender and the recipient.

As a result, we as the sender weren't aware of this damaged package since the email didn't reach us at the customer service and the claim payment was approved without any notifications.  We've happily shipped out a replacement after coming to know this issue this week since our customer's satisfaction is always our highest priority.

What we've also been doing to prevent a similar issue like this in the future was to talk to FedEx for a better notification process.  We've also worked with our IT department to improve the email filter so an email like this won't be missed again.

We're sorry to say that we can't agree to what's described about the credit card company here.  We as the merchant is always the ultimate one who is responsible to take the loss.  The answer you received from your credit card company was just a initial response due to the whole dispute process.  Because our credit agent in this case is Pay Pal will fight with your credit card company by default when a dispute is initiated.  So a dispute will be declined with proper supplemental documents from our side but the ultimate decision is determined by the credit card company.  Pay Pal told us that if the credit card company doesn't accept the reasoning and decision from our agent, they can overrule and reverse the fund at the final stage of a dispute process.  As a result, it always happened and we the merchant always have to take the loss.  The credit card company never help to make a fair decision.  As a matter of fact, there were a few real fraudulent transactions done to us with large purchases back in April/May.  Once the goods were delivered, a dispute was filed and no matter what proof of the due diligence that we've done to prevent fraudulent and all the tracking and document about the transactions that we provided, the credit card company decide that we should take the complaint.  We never got our products back, plus the fund of the fraudulent  transaction was reserved, not even mention about the shipping fee.  So did the credit card company take any liability? NO!  It's us the merchant who had no one to complain to but to take the loss unfortunately.  We lost thousands of dollars for those fraudulent cases.

So please do understand that we didn't do this on purpose since it's all due to unfortunate miscommunication.  We're happy to resolve any of our customer issues and we stand behind our products as always.

Sincerely,
TintCenter.com