We are a small family run business. In August 2020 we processed and posted 4,500 orders via Royal Mail.
We have unfortunately received a claim from a 'customer' that we had not sent their order and they had requested a charge back via the payment portal. They claimed they had not received a receipt, our website had disappeared and that we had not responded to emails. None of these claims are true. We log everything, we always send a receipt as confirmation you have paid, our website has not gone down to our knowledge, and this is logged, this year. We always answer emails and each one is answered individually. The payment portal has upheld the claim.
In the above case the 'customer' decided to use their telephone number to check out as a guest instead of using an email address which would have given them a full receipt, the SMS message sent to a telephone is just an order confirmation. On this technicality the refund was made.
Therefore today we have changed our checkout procedure. We no longer accept guest checkouts, we no longer accept a telephone number for customer ID purposes only emails.
This will ensure you get a receipt when you order, please check those spam folders if you have not received one from today on.
Whilst I know some folks will say it's just one order, but loses like this do affect the prices we charge and we do not on principle want to add a price rise to pay for 'customers' that use the system. We've lost the items, our time, the postage and the credit card processing fees in this case.
We hope you understand the reasons for the changes we have made today.