Louie

Dear Louie,

As soon as you contacted us on Nov. 27th regarding the status of your return, we kindly indicated that the return was still not processed and we advised to check the tracking number to locate your package.

On December 4th, you sent us a threatening message stating that you had proof of shipping back the package on November 14th and that if you wouldn’t have received a full refund for the product within 48 hours you would have contacted the bank to refuse payment and place bad reviews on every major website about our company, by doubting about our goodwill and you disputed the amount with your bank and left a review, which was removed afterwards. Returns are usually processed within 10 business days after the package is received as mentioned, therefore customers need to check the tracking number to locate their package and wait for the indicated timeframe after delivery for the return and refund to be processed.
However, as an act of goodwill to further speed up the return processing and refund we asked you to contact your shipping company and check whether the package had already been delivered at our warehouse and we asked you in that case to get a proof of delivery to submit to us but you refused and said that we were taking time. So you decided on your own to dispute the transaction with your bank, probably not knowing the timing for chargebacks. On the same day we sent you an email where we managed to find the international tracking link for your parcel, that you could have easily tracked before on the internet with the tracking number the carrier provided you with. Therefore, we asked you to withdraw the chargeback dispute in order to issue your refund and close the case. Indeed, our system won't allow us to issue the refund as long as the dispute is ongoing. In the same email we indicated that, in order to issue the refund, we also needed to receive confirmation from your bank that the dispute had been ended, but we never received nothing.

On December 11th, we sent you a screenshot explaining that we were still seeing an active chargeback for your order and that we had not received the final conformation from your bank that the dispute was withdrawn. We also explained that the chargeback process is long and its timing depends on the bank circuit and we provided you with our administration department email address, so that your bank could contact us to confirm the dispute withdrawal. On December 14th and on January 3rd, we informed you that your bank already proceeded with the chargeback, which was not closed on time. Indeed, as indicated, your bank had withdrawn the amount of 148,06 euro from our account on December 6th, we also attached the Shopify screenshot as proof. Additionally, on January 3rd we informed you that our reply to the chargeback had been sent to your bank on December 31st attaching a Shopify screenshot as proof, therefore we indicated that there were no conditions to proceed with a refund at that moment as your bank already took the amount from our account.
On our last email on January 12th we shared with you the Shopify’s guidelines which thoroughly explained how to resolve the chargeback. As indicated in the guideline the customer needs to provide a withdrawal letter issued by the bank. Please find the Shopify’s guidelines at the following link: https://help.shopify.com/en/manual/payments/chargebacks#canceled-chargebacks

We never received the withdrawal letter from your bank, moreover your bank had already proceeded with the chargeback and the amount has been totally withdrawn from our account as indicated in our emails, that we invite you to read carefully.

Despite all our efforts to help you receive your refund, the lack of cooperation from you and your bank made it impossible for us to help you further. Fortunately, we have all emails on our side to prove our goodwill, while your review is absolutely astonishing.

We wish you all the best for the future.
The NOHOW Team