Poor processes around customer payment
Hello, I ordered on 3/5/2024. I checked my order status today, in my Account Setting on dankstop.com, and it displayed on hold for the order. But why I wondered. So, I decided to check with live chat. Here is their response: Thank you for patiently waiting. As I checked, your order is currently on hold due to the fraud detection. Please be informed regarding the fraud analysis. As for the fraud analysis, it is our system that processes the analysis of the fraud, and we don't have access to that. There are many reasons why our system detects fraud. Maybe your billing address does not match your shipping address or does not match the card you used to make the purchase. Or it is a web proxy; you may place the order from a university, work, or a public place. (Like Starbucks?). I feel this sort of information should not be on the customer to figure out by reaching out to customer support but should have been directly relayed to the customer immediately for remediation as soon as the order was placed. The solution I was given was: We recommend that you cancel your order and place a new one, and make sure you are at home when you place a new order. Is this really the solution to this issue???? Once this is issue is resolved I will update.