Company Response
6/6/2025
Dear Connie
Thank you for your message. We understand your concerns and would like to provide some important clarifications.
First, after reviewing our records, we did not find any contact from you through our official support channel: [email protected]. This is our verified and monitored communication channel, and we encourage all customers to reach out through it so we can provide prompt assistance.
Regarding your claim of an unauthorized purchase, please note that the transaction was processed through our secure payment gateway, which includes multiple layers of fraud detection and verification. Metrics such as IP address, billing details, and account activity matched previous legitimate transactions from this buyer. Before any order is finalized, customers must provide personal and payment information and confirm the purchase by clicking the "Complete Purchase" button. If any upsell offers are included, a confirmation popup appears requiring user action to proceed.
After reviewing your order, we can confirm that it included an upsell, which is an optional additional offer presented during checkout. In your case, this offer was actively accepted, and your order was processed accordingly. It is important to emphasize that our system cannot process any charges without explicit customer confirmation. All details are transparently displayed before payment is completed.
As per tracking number 9434611899560022796546, your order was delivered on June 3, 2025, to the correct address registered at the time of purchase: 3334 State Hwy 8 South New Berlin New York 13843
United States
Regarding your refund request, we would like to clarify that according to our Refund and Return Policy (https://cartpanda.com/refund-and-return-policy), a full refund can only be issued once the product is returned to the correct return address provided by the seller. Returns made outside this process may not be eligible for reimbursement.
Additionally, we verified that a dispute has been opened with your bank. Due to this, we are unable to proceed with a refund directly at this time. As required by standard procedures, we must now wait for the bank to conclude its investigation, which may take several days.
If you prefer a faster resolution, you may cancel the dispute and contact us directly through [email protected], so we can provide the proper return instructions. Once the product is returned, please share the return tracking number and a copy of the shipping receipt with us to proceed with the refund accordingly.
If you require any additional information, please let us know and we will be happy to provide it.
Sincerely,
Cartpanda Team
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