Confusing Email

**Owl** · January 21st, 2004, 3:09 PM

Hi, I'm a new account. Transfer went smoothly, absolutely no problems. DNS resolved to the new serevers fine and quickly. BUT, today I got an email saying,
"A credit has been issued for the following order for .Order Number: 31494-R50678723 ".

I realize that I could submit a 'ticket' on this, but I figured that you all have been 'new' at one time so you might know. Are they just letting me know that my credit card has been charged or is there something wrong? My card history is flawless. In fact, the only thing the credit card company likely doesn't care for is that I keep it paid up, so they don't make money on interest charges.

Signed,
Panicked :fear:

**Kayla** · January 21st, 2004, 3:19 PM

Our billing dept. thought you were a fraudulent order because of the name used on the card (and they didn't go to your site I don't believe...if so I think they would have realized it was a real site). They cancelled and refunded your bill to avoid a chargeback if it was a stolen card. Although I'm not sure what they told you exactly.

I know they have probably sent a link to you, to make the payment again in a few days.
Sorry for the confusion and mix up.

**Kayla** · January 21st, 2004, 3:24 PM

Just talked to them. They sent the link to the same address on your 2checkout bill. They are forwarding me the email that was sent to you and I am PMing it here to you. Please let me know that you received it. I will send it in a moment when it arrives to my box.

**Owl** · January 21st, 2004, 3:44 PM

Thanks Kayla, no haven't received an email yet. Yes, it is a strange spacing on the card name. I left it that way because I thought it might help prevent identity theft. Evidently it's helping too much. :disgust: Everything has gone so smoothly. I really do want to prevent clients' sites being down. I'll look again for the email.
Thanks for being on top of this,
Owl

**Owl** · January 21st, 2004, 3:51 PM

Here's a thought. Can't they look at my site and run the card again. If I wait a few days, nothing will have changed.
Owl

**Owl** · January 21st, 2004, 3:54 PM

They did send a link to 2checkout in the original email they sent that prompted my first message here.
Owl

**Kayla** · January 21st, 2004, 4:18 PM

I sent you the email in a PM.

They realized they made a mistake right after they did the deed.

**Owl** · January 21st, 2004, 5:10 PM

Thanks, Kayla, I really do appreciate your work on this confusion. I will resubmit the charge. I understand about Surpass not holding credit card info so that they cpuld put it back through. Just please hold the account so I don't have to go through all the account work again, transfering, etc. I'll put the paperwork back through this evening 'cause I have to go out in a few minutes.
Thanks,
Owl

**Kayla** · January 21st, 2004, 6:07 PM

Yes, the account is and will stay active. No worries.

Thank YOU! :surmunity:

January 21st, 2004, 3:09 PM	#1 (permalink)
Owl Surpass Fan Seasoned Poster Joined in Jan 2004 Lives in Virginia 40 posts Gave thanks: 0 Thanked 0 times	Hi, I'm a new account. Transfer went smoothly, absolutely no problems. DNS resolved to the new serevers fine and quickly. BUT, today I got an email saying, "A credit has been issued for the following order for .Order Number: 31494-R50678723 ". I realize that I could submit a 'ticket' on this, but I figured that you all have been 'new' at one time so you might know. Are they just letting me know that my credit card has been charged or is there something wrong? My card history is flawless. In fact, the only thing the credit card company likely doesn't care for is that I keep it paid up, so they don't make money on interest charges. Signed, Panicked :fear: __________________ Businesses are built and kept, one customer at a time.

January 21st, 2004, 3:19 PM	#2 (permalink)
Kayla Searcher Surpass Staff Joined in May 2003 Lives in Orlando 24,692 posts Gave thanks: 943 Thanked 806 times	Our billing dept. thought you were a fraudulent order because of the name used on the card (and they didn't go to your site I don't believe...if so I think they would have realized it was a real site). They cancelled and refunded your bill to avoid a chargeback if it was a stolen card. Although I'm not sure what they told you exactly. I know they have probably sent a link to you, to make the payment again in a few days. Sorry for the confusion and mix up. __________________ Follow Surpass on Twitter and Facebook Check out interesting finds on the Surpass Blog .... it's coming.

January 21st, 2004, 3:24 PM	#3 (permalink)
Kayla Searcher Surpass Staff Joined in May 2003 Lives in Orlando 24,692 posts Gave thanks: 943 Thanked 806 times	Just talked to them. They sent the link to the same address on your 2checkout bill. They are forwarding me the email that was sent to you and I am PMing it here to you. Please let me know that you received it. I will send it in a moment when it arrives to my box. __________________ Follow Surpass on Twitter and Facebook Check out interesting finds on the Surpass Blog .... it's coming.

January 21st, 2004, 3:44 PM	#4 (permalink)
Owl Surpass Fan Seasoned Poster Joined in Jan 2004 Lives in Virginia 40 posts Gave thanks: 0 Thanked 0 times	Thanks Kayla, no haven't received an email yet. Yes, it is a strange spacing on the card name. I left it that way because I thought it might help prevent identity theft. Evidently it's helping too much. :disgust: Everything has gone so smoothly. I really do want to prevent clients' sites being down. I'll look again for the email. Thanks for being on top of this, Owl __________________ Businesses are built and kept, one customer at a time.

January 21st, 2004, 3:51 PM	#5 (permalink)
Owl Surpass Fan Seasoned Poster Joined in Jan 2004 Lives in Virginia 40 posts Gave thanks: 0 Thanked 0 times	Here's a thought. Can't they look at my site and run the card again. If I wait a few days, nothing will have changed. Owl __________________ Businesses are built and kept, one customer at a time.

January 21st, 2004, 3:54 PM	#6 (permalink)
Owl Surpass Fan Seasoned Poster Joined in Jan 2004 Lives in Virginia 40 posts Gave thanks: 0 Thanked 0 times	They did send a link to 2checkout in the original email they sent that prompted my first message here. Owl __________________ Businesses are built and kept, one customer at a time.

January 21st, 2004, 4:18 PM	#7 (permalink)
Kayla Searcher Surpass Staff Joined in May 2003 Lives in Orlando 24,692 posts Gave thanks: 943 Thanked 806 times	I sent you the email in a PM. They realized they made a mistake right after they did the deed. __________________ Follow Surpass on Twitter and Facebook Check out interesting finds on the Surpass Blog .... it's coming.

January 21st, 2004, 5:10 PM	#8 (permalink)
Owl Surpass Fan Seasoned Poster Joined in Jan 2004 Lives in Virginia 40 posts Gave thanks: 0 Thanked 0 times	Thanks, Kayla, I really do appreciate your work on this confusion. I will resubmit the charge. I understand about Surpass not holding credit card info so that they cpuld put it back through. Just please hold the account so I don't have to go through all the account work again, transfering, etc. I'll put the paperwork back through this evening 'cause I have to go out in a few minutes. Thanks, Owl __________________ Businesses are built and kept, one customer at a time.

January 21st, 2004, 6:07 PM	#9 (permalink)
Kayla Searcher Surpass Staff Joined in May 2003 Lives in Orlando 24,692 posts Gave thanks: 943 Thanked 806 times	Yes, the account is and will stay active. No worries. Thank YOU! :surmunity: __________________ Follow Surpass on Twitter and Facebook Check out interesting finds on the Surpass Blog .... it's coming.

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