Charged 2 extra times on one order

[DeltecRules]

Hi, I ordered a protomarin intensiv medication on 7/21 at night. I discovered it was charged on 7/23 and shipped out today? Why wasn't it shipped out on 7/22? It clearly states on your site it would be shipped out before 2pm indiana time. I was expecting this shipment to show up at my work place today. Now I find out it won't be here until tomorrow on my day off which I won't be here. I live 40 miles away one way, I won't be able to get this medication until Monday at work. I have sick fish and I needed this medication urgently. I ordered this medication from you because of your immediate shipping you provide.

And now when I look at my debit card statement you charged me two extra times at $24.95 for one box of medication. Can you please correct this? I was not given an order number so I can't provide one. All you did provide when I called earlier was a tracking number. Please correct this.
And now I have to call UPS to try and get them to redirect this shipment to my house because of your screw up.

Scott

 

[DeltecRules]

And now after being told by PA that I can call UPS to have it redirected. UPS won't redirect the package. They state the shipper has to call and take care of this. This is not a good situation. I am extremely disappointed by the service by PA.

Scott

 

[jasonfrey]

Hi Scott,

I'm confused? You have emailed and called today and we explained this situation.

You did not provide your billing address which caused this delay. It's clearly stated on our website to include your billing address for the credit card and ship to address.

We are sorry this caused the delay, but it was beyond our control. It's how the credit cards work. If you provide us with the wrong information, it will decline your card, at the same time it does put an authorization on your card, not a charge, but a hold.

After we contacted you and obtained the correct information from you, we have to rerun the card which again puts a hold on your card, but it will only capture ONE of those charges.

As to UPS, they don't always tell us consistant information, sometimes they ask customers to call for address correction and others for us. We owuld be happy to call for you, just drop us an email or call with the address you want to redirect.

Keep in mind, UPS is not very good at this. They will charge $10.00 correction fee, and they will not guarantee it will work.

 

[DeltecRules]

<a href=showthread.php?s=&postid=13014143#post13014143 target=_blank>Originally posted</a> by jasonfrey
Hi Scott,

I'm confused? You have emailed and called today and we explained this situation.

You did not provide your billing address which caused this delay. It's clearly stated on our website to include your billing address for the credit card and ship to address.

We are sorry this caused the delay, but it was beyond our control. It's how the credit cards work. If you provide us with the wrong information, it will decline your card, at the same time it does put an authorization on your card, not a charge, but a hold.

After we contacted you and obtained the correct information from you, we have to rerun the card which again puts a hold on your card, but it will only capture ONE of those charges.

As to UPS, they don't always tell us consistant information, sometimes they ask customers to call for address correction and others for us. We owuld be happy to call for you, just drop us an email or call with the address you want to redirect.

Keep in mind, UPS is not very good at this. They will charge $10.00 correction fee, and they will not guarantee it will work.

If it only captures one of those charges how come I went to my bank this afternoon and they informed me I was charged two extra times on this transaction? The money was taken out of my account two additional times according to my bank. I will be going to my bank tomorrow to ask what the next appropriate action I will be taking to get my money back. On my online banking it also states I was debuted a total of three times for $24.95 for one product. To say that I was only charged once was WRONG!

Scott

 

[jasonfrey]

Hi Scott,

I said you were authorized twice. That's a HOLD on your money, so yes that money is in some credit card bank HOLD system. So you don't have access to it.

That's how credit cards work. It's how they guarantee to the merchant they will get there money.

The Capture, is the settlement after the transaction is closed. So depending on your bank, that first charge with the wrong billing address could stay for 24-72 hours and then it just disappears. Your credit card will only send us funds on one of those charges, then the other is returned to you. We are not HOLDING your money, it's the credit card company. So we will only be paid the 2nd charge, the first one will expire.

Sorry it's so confusing, it's just how credit card's and banks operate and they are all a little different on how long they hold the funds.

 

[ParadiseReef]

I deal with this with my Quizno's shops all the time. This is not Jason and Premium Aquatics trying to screw you over! Debit cards and certain bank-backed credit cards operate in this fashion. Businesses will place a hold/authorization for the funds followed up later with a formal request for money. The initial hold/authorization will be removed by the bank after the actual transfer takes place. In my experience, the hold lasts for only 1 or 2 days.

 

[DeltecRules]

Jason its cool things happen. My bank explained it to me. I never had something like this happen to me. Just to let you guys know I went to pick up my medication you guys shipped to my work and discovered you guys sent me the wrong medication. I ordered the protomarin intensiv. You sent the protomarin coral. On the manifest that was sent mith my medication it did state protomarin intensiv. The protomarin coral is suppose to handle the disease at the initial stages and is reef safe. I need the intensiv which contained copper and was designed to handle the disease at a more aggressive way. Not sure what you guyus can do but I don't think this stuff is going to work.

 

[jasonfrey]

Hi,

Sorry to hear we shipped you the wrong item. Go ahead and email me and we'll express ship out the correct one for you. Go ahead and keep that wrong one for a rainy day, no charge.

Just email me where you want us to ship and i'll overnight Monday for tuesday delivery for you.

 

[DeltecRules]

<a href=showthread.php?s=&postid=13030912#post13030912 target=_blank>Originally posted</a> by jasonfrey
Hi,

Sorry to hear we shipped you the wrong item. Go ahead and email me and we'll express ship out the correct one for you. Go ahead and keep that wrong one for a rainy day, no charge.

Just email me where you want us to ship and i'll overnight Monday for tuesday delivery for you.

Thanks Jason, PM sent.

 

[DeltecRules]

Jason, thanks for the replacement. Arrived promptly this morning. Thanks for going beyond the call duty!!

Scott

 

[jasonfrey]

hi Scott,

Very welcome, glad it arrived ok.