How I handled a distressed customer
CUSTOMER: My name is Sophia John. I urgently need help. I recently made a payment to
your company, I bought a gas cooker from you and made payment twice this is because the
first payment I made was pending so I thought it didn't pull through i had to make another
payment for the same product and now i just found out the payment has gone through twice
already. This is really difficult for me because I have already budgeted that money. Please I
am hoping your team looks into this for me please
SUPPORT:
Hello Sophia,
We sincerely apologize for the inconvenience caused by the duplicate payment on your order.
I hear you, and I understand how frustrating this is for you because you already budgeted the
money that was debited. I am so sorry you have to go through this.
Please be informed that we have received your ticket and we are currently reviewing it.
In order to help us fasten the process, can you send me a screenshot of the payment- both
transactions, your transaction ID, the date this payment was made, and the amount that was
debited
Please note that once verification is complete, any duplicate payment will be sent back to your
original payment method
Kindly note that this verification process takes 24 hours to complete, and the refund (if approved)
takes 3-5 working days to reflect in your bank or payment provider.
We appreciate your patience, and be assured that your payment will be made as soon as
possible
If you have any problem, I can help you resolve it or any question, kindly let me know, Sophia
Best regards
Sarah-King support team
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