Concerned and confused (Nick help?)

**Squeaky McMurdo** · 30th December 08, 03:59 PM

In hopes of getting this cleared up by Nick himself, I'm posting this here:

I sent this e-mail to Scotsweb today...

"I'm still confused as to why our debit card needed to be refunded and then charged again in order to put my mini kilt in the same box as my husband's earlier purchases?

It wouldn't be a problem if it had actually played out that way. But it didn't.

This refund has yet to show up, but we have already been charged again with the current price of a mini kilt."

My first e-mail a while back was answered by a girl named Sarah. I asked if it would be possible to put the orders made 13 days apart in the same box (because I knew hubby's kilt which was ordered first would take longer to make than my mini kilt)

She claimed that a different card had been used so one order would need to be refunded and then charged to the other order (complicated much?)

I told her to go back and check her records before doing anything because my husband used the same card (his debit card is the only card he has)

I never heard back from her or anyone.

But yesterday, I got an e-mail saying that my order had been canceled. I of course freaked out until I saw that it had been moved to the other order. My member's area said I had been refunded, but my bank account says otherwise. It just shows an additional charge from Scotsweb... no refund. So I'm wondering where that refund is so I don't get nailed with overdraft fees. :crap:

**starbkjrus** · 30th December 08, 05:33 PM

Well, I don't mean to sound short and I do not presume to speak for Scotweb but I'm tired and it's been a long day so here goes:

Due to the way that a lot of Point-of-Sale (POS) software works if you change an order to combine two or more orders you have to reverse the first (or whichever) order and re-do it do you can combine the two (or more). This is the only way to do it in order to alleviate duplicate shipping charges.

In this example we have two separate orders - each to be packed and shipped individually. Thus there are two shipping / packing charges to apply. If this were done say within a few hours of each other then it should be no problem. In this case we are talking 13 days apart. There really is no other way than to cancel the first order and add the goods to the second order. No matter if one or the other of the orders had not been shipped yet - they had been booked and billed.

With that being said, what you have is what was originally two orders. Now one has been cancelled and the contents of that order added to the second. You will save extra shipping (and perhaps), customs charges. It is also my experience that a refund on a debit card can take up to six weeks. It is not nearly as easy or as fast as a charge.

Quite frankly if I were a business owner I'd likely balk at these changes. It would cost me money and time as an inconvenience. I have to say kudos to Nick and Scotweb for actually doing this to accommodate you.

When in doubt about order changes / additions / whatever, do not rely on email. PICK UP THE PHONE! They do have a US Toll Free number so it won't cost anything to inquire. I've only ordered a couple of things from them over the years but I've found customer service to be exemplary

**Squeaky McMurdo** · 31st December 08, 01:33 PM

That's the thing...I didn't actually say "Yes, cancel the order." I just pointed out that the same card was in fact used as this seemed to be the only problem according to Sarah.

I would have been fine with two separate orders. All I asked was if it was possible to combine them.

I've been wanting to call but the 7 hour time difference is a killer. Not all of us have access to a phone all the time.