この度はご迷惑をおかけして申し訳ございません。
詳しく調べた所、お客様と私共とで認識が誤っていたことが分かりました。
まずお客様は同じ商品を2度オーダーされています。
1度目のオーダー（オーダーID１）は12月5日にキャンセル依頼をされましたのでキャンセル処理され、返金されています。
添付をご確認下さい。
2度目のオーダー（オーダーID２）は12月11日にされまして、こちらはお客様に向けて発送されています。
（追跡番号２２２）
Rating
53
Translation / English
- Posted at 23 Jan 2018 at 20:56
We are very sorry to have caused you a trouble.
Having investigated it, we've found that there is a misunderstanding between us.
First of all, you ordered the same item twice.
As for the 1st order (Order ID 1), you requested to cancel it on December 5 so we processed the cancellation and give you a refund.
Please see the attached.
As for the 2nd order (Order ID 2), which you placed on December 11, the item was shipped to you (Tracking number 222).
Having investigated it, we've found that there is a misunderstanding between us.
First of all, you ordered the same item twice.
As for the 1st order (Order ID 1), you requested to cancel it on December 5 so we processed the cancellation and give you a refund.
Please see the attached.
As for the 2nd order (Order ID 2), which you placed on December 11, the item was shipped to you (Tracking number 222).
Rating
50
Translation / English
- Posted at 23 Jan 2018 at 20:46
I am sorry for this time's inconvenience.
When I checked throughly, I found that our understanding was different.
First of all, you have ordered the same item twice.
The first order was (order ID 1) canceled by your request on 5 December and I issued you a refund.
Please check the attached file.
The second order (order ID 1) was on 11 December. This order was shipped to you.
(tracking number 222)
When I checked throughly, I found that our understanding was different.
First of all, you have ordered the same item twice.
The first order was (order ID 1) canceled by your request on 5 December and I issued you a refund.
Please check the attached file.
The second order (order ID 1) was on 11 December. This order was shipped to you.
(tracking number 222)
Rating
50
Translation / English
- Posted at 23 Jan 2018 at 21:20
This time I am sorry to trouble you.
We checked in detail, it is found that recognition was wrong with us and you.
Firstly, as for the client, you have been done order of the same goods twice.
You have been canceled the first order (order ID1) on December 5 so we cancel it, and the money has been back to you.
Please check on attachment.
The second order (order ID2) has been done on December 11. This has been sent out for you (tracking number 222).
We checked in detail, it is found that recognition was wrong with us and you.
Firstly, as for the client, you have been done order of the same goods twice.
You have been canceled the first order (order ID1) on December 5 so we cancel it, and the money has been back to you.
Please check on attachment.
The second order (order ID2) has been done on December 11. This has been sent out for you (tracking number 222).
おそらくお客様は２度目のオーダーはミスで実行されたのではないでしょうか？
また私共でもホリデーシーズンの繁忙期でお客様のご要望を把握ができておりませんでした。
上記のような経緯がございました。
２度めのオーダーについても商品は届いておりませんし、返金ご希望であればすぐに全額返金いたします。
またお手数ですが今回のAtoZクレームについての取り下げを何卒宜しくお願いいたします。
Rating
50
Translation / English
- Posted at 23 Jan 2018 at 20:52
Probably You have placed the second order by mistake, have not you?
Also we could not perceive your request due to busy period of thw holiday season.
There have been above situation.
Since the item of the second order also has not arrived, we will refund all amount if you want so.
And we are sorry to bother you, however we would like to ask you to withdraw your complaint about Atoz this time.
Also we could not perceive your request due to busy period of thw holiday season.
There have been above situation.
Since the item of the second order also has not arrived, we will refund all amount if you want so.
And we are sorry to bother you, however we would like to ask you to withdraw your complaint about Atoz this time.
Rating
50
Translation / English
- Posted at 23 Jan 2018 at 20:52
Maybe, you ordered the second order by mistake?
Also, we were in a holiday season and kept busy and could not understand your request.
There are the above circumstances.
As for the second order, there was no item delivered and if you wish a refund we will issue you a full refund.
Also, we are sorry to trouble you but could you please withdraw AtoZ claim?
Also, we were in a holiday season and kept busy and could not understand your request.
There are the above circumstances.
As for the second order, there was no item delivered and if you wish a refund we will issue you a full refund.
Also, we are sorry to trouble you but could you please withdraw AtoZ claim?
Rating
50
Translation / English
- Posted at 23 Jan 2018 at 20:50
I'm afraid that I suppose you ordered the second one by mistake.
Also, we were too busy to grasp your request since it was the busy season in the holiday.
We understand that this issue was happened because of the reasons above.
We haven't received the item of your second order, so we are able to refund in full immediately if you'd like.
We're sorry to trouble you, but would you please withdraw the complaint to AtoZ you've done?
Also, we were too busy to grasp your request since it was the busy season in the holiday.
We understand that this issue was happened because of the reasons above.
We haven't received the item of your second order, so we are able to refund in full immediately if you'd like.
We're sorry to trouble you, but would you please withdraw the complaint to AtoZ you've done?
