Reply from Islamic Wall Art Store (IWA Concept)Jul 4, 2025
Salam Abdullah,
I hope this message finds you well. My name is Fuad, and I am the head of customer support. I sincerely apologize for the experience you have encountered regarding your order.
We take customer security very seriously, and our team of 4-5 online customer service representatives is dedicated to ensuring the safety of our customers and preventing any potential fraud.
In your case, our security checks indicated some discrepancies with your order. Our team attempted to reach you via the phone number you provided through WhatsApp to verify your order, but unfortunately, we did not receive a response. Following this, we reached out via email requesting a copy of your ID to confirm your identity. However, since we did not receive the requested identification, we had to cancel your order.
The reason for our caution was due to the billing and shipping addresses being from different states, which raised concerns that your credit card may have been used for an order placed by someone else.
Despite this situation, I would like to assist you in placing your order again. I will personally oversee the process to ensure everything goes smoothly.
Please let me know how you would like to proceed, and if you have any further questions or concerns, feel free to reach out.
Thank you for your understanding, and I look forward to resolving this matter for you.
Best regards.
