Reply from Buyr.comJul 31, 2023
Hey Ernestine,
I know this reply is delayed, but we wanted to close the loop and make sure we made sure your concerns were addressed.
As a startup, we have experienced some significant growing pains we didn't anticipate, and have not lived up to customer expectations – we take this extremely seriously and are doing everything we can to improve.
Cancelling an order is never something we want to do, but we have tried to set up the system as favorably as we can, but things (especially payments) are not always perfect.
We actually don't capture any funds until a product is shipped, we simply pre-authorize a transaction (much like many gas stations will do at the pump). When an order is cancelled, that pre-authorization is removed, and the funds are available immediately, since we never actually captured them.
Here is how Stripe, our payment processor, describes it:
“In the case of a reversal your customer won’t see a refund credit on their statement—they’ll just see the original authorization drop off their statement entirely after a few days.
There will be no payment, and no refund. It’ll appear as if the whole transaction never happened. Their bank should be able to confirm this for them.”
I know this is less than ideal, and we still didn't meet expectations, but wanted to let you know we are working as hard as we can to implement changes based on feedback from our customers, and be a better company tomorrow than we are today.
Creating something from scratch is never easy, but we are encouraged by th progress we have made and are hopeful we may be able to earn your business again in the future.
Don't hesitate to reach out if there is ever anything we can do to be helpful!
