Accents of Salado received a box with a label that said the shipper was Accents of Salado and the receiver was Accents of Salado. We did not know who had shipped this item to us. Accents of Salado could not make a refund to a card when we did not know who had returned this item. This merchandise remained in its box for more than a month until our credit card processor notified us that a Mr. Peter Iatrides had issued a charge back against us.
Accents of Salado inquired about the chargeback and the card processor said that the card holder had stated that he had never received the merchandise that he had ordered from our company. He said that he had sent us emails and letters with no response. He said that he had been unable to communicate with us.
I contacted Mrs Irene Iatrides (the order was in her name) immediately to resolve this. She stated she had no clue what I was talking about and would have to ask her husband if he had purchased something from our company and had returned it. I explained to her that in order to resolve the claim I needed a tracking number and asked her for proof of delivery to Accents of Salado. Two months later she contacted me with a tracking number. I tracked the package and realized that Mrs. Irene Iatrides had the box for 7 days and then contacted Fed Ex to pick up the box. Mrs. Irene Isatrides used Accents of Salado's Fed Ex account to ship her package back without our authorization. It clearly states in our return policy that Accents of Salado does not pay for shipping to or from the customer if the item is not to their liking. When Mrs. Irene Iatrides returned the package to Accents of Salado, using our Fed Ex account, the label said from Accents of Salado to Accents of Salado.
Once Mrs. Iatrides was told by Accents of Salado that she would pay the shipping back she was very angry and hung up. The following day she contacted the Better Business Bureau in Austin Texas and used a false name to make a report. I forwarded all information to the BBB that I had in reference to this case. They closed the case imediately first because she used a false name and most important that she had followed the return policy. I see she has used a false name in this complaint also.
A week later Mrs. Iatrides contacted us and asked why her card had not been refunded and I explained to her that this was between Mr. Iatrides' credit card company and our processing company. The credit card companies were very suspicious of the circumstances of this chargeback because she had used a false name in her report to the Better Business Bureau and that the statements in the chargeback were not the same as circumstances reported to the Bureau. Delays by the credit companies was a result of suspected fraud. When I explained that the delay was a result of the people involved in this matter receiving many different stories. She became very angry and told me that she had not made a claim with the BBB and she hung up.
Mrs Iatrides immediately called back and told me that she would call me every 5 minutes and harass me until I refunded her card. She called me 19 times in 1 hour. I sent Mrs. Iatrides an email with a written warning that I would evoke remedy from her harrassment under Illinois statutes. She ceased harrassing me by telephone. In this same email I told her that until I could speak with Mr. Iatrides (the credit card holder) that this case could not be closed.
The following day I called the credit card company and asked about the status of the case. I recommended that they resolve this matter. I authorized them to refund Mr. Iatrides' card less the shipping charges and the card company's $25.00 chargeback fee. They agreed.
The same day Mrs. Iatrides called speaking in a deep low voice impersonating Mr. Iatrides. I knew it was Mrs. Iatrides. I gave her verbal warning to cease harrassment.
I googled her husband's name and found him through his business. Mr. Iatrides requested all documentation of the original chargeback as well as any documentation of conversations that I had with his wife. As a result of his receipt of all documentation on this case there has been no further complaints from the credit card holder, Mr. Iatrides.
In 15 years of business we have never dealt with a situation like this one. Total disregard for return policies as well as irratic and deceptive behavior makes processing a refund to a customer's credit card very difficult.
