This customer authorized the purchase of $81 - $70 for the item & $11 shipping, which was stated on her original receipt that she processed herself shopping online. The security of our current credit card merchant does not allow for a customer's account to be charged for more than they have authorized, nor does it give us access to the customer's credit card account number.
At the time of her purchase, there was a free shipping promo that requires manual processing of $11 back to the customer. We thought we had processed a refund of $11 to the customer for free shipping, but it apparently did not go through (as there were notes in their order this was completed and I recall processing this myself). We received communication from the customer on Nov. 28, 2008, 2 days after this complaint above was submitted to this site, notifying us of the $11 was not refunded. Upon her telephone call notifying us of the error, the refund was immediately processed. Upon discovering this complaint, we have attempted communication with this customer, but have not received a response.