Innovato Design Arvostelua 

Vastaus yritykseltä Innovato Design

22.8.2023

Hello Jeraldine,
After all, we cannot convince you of anything when you already made your mind about the situation. In fact, we feel sorry that you think such things about our company as we ALWAYS tried to help and consult you about the situation. It's pitty because we will move on on this case, but if you don't find the exact reason of your problem it may happen again.

Anyways, we wish you all best.

We will just once again repeat that out of 50 000+ orders processed for the last 5 years this is the first time a customer claims something like this.

Here is the entire story copied once again here just to make sure our future customers have all the info about this case:
Hello Jeraldine,
I would like to explain the situation again.

The customer probably got a virus that stole her CC data. If the customer got a virus, even if she used the Credit Card Details ONE TIME on ANY Site, here data can be stolen. Innovato Design have nothing to do with that and we don't blame Shopify (The platfrom we use for our store). We simply explained that Shopify is PCI Complient and handles the checkout experiance. Our business does not have access to any credit card data. Even we wanted, we simply CANNOT see customer's credit card data. We can only see the last 4 digits which is not enought for what the customer claims.

Here a topic in the official forum of Shopify where Shopify's representative answers clearly to a similar situation:
https://community.shopify.com/c/shopify-discussions/can-a-shopify-store-access-customer-credit-card-information/td-p/833303

Also, you should ask yourself what kind of company will steal your credit card data, but still ships the product ordered from their store.

We also don't claim that we are based in Vermont, I don't even know how the customer come to this conclusion as we list our address and country at our contact page: https://innovatodesign.com/pages/contacts
Even here in TrustPilot we list our country as Bulgaria, European Union.

Why we think the customer got infected by a Virus?
On 16 July she wrote to us forwarding a spam email with a link inside and asked if that is us or a scam.

Our team didn't recognized the email and advised the customer NOT to open the link.

Here is a screenshot, I will only hide the cusomer email as this is personal information: https://filedn.com/lpUlIVaUX6Dy0PAiShXn15b/jeraldine.jpg

A month later the customer contacted us with the claim that we stole her Credit Card data.

Here is the exactly what we replied:

Hello Jeraldine,
I'm sorry for what happened to your credit card, but I assure you. We don't have anything to do with it.
In fact, our team warned you NOT to open spam messages when you reached us to ask if such email comes from us. I'm attaching screenshot as a proof.
Such spam emails come from various hackers and spammers and we all receive them, even at our support email we have such emails.

You should never open and click on such emails when you cannot verify the source of them.

As for the security of the data we process.
Innovato Design uses Shopify as a platform for our store. WE DO NOT have access to ANY credit card data as this is handled by Shopify's secure checkout.

WE CAN ONLY see the last 4 digits of a card which is not even close to enough to expose your credit card data or make a transaction.
You can read more about Shopify's secure processing here:https://help.shopify.com/en/manual/checkout-settings
https://www.shopify.com/security/pci-compliant
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We still STRONGLY advice the customer to have her device checked by a local tech expert to clear it from any potentioal malicious software as if this is not resolved, it may happen to her again, no matter which site she orders from.

Best regards,
Deso

Vastaus yritykseltä Innovato Design

14.6.2023

Hello Richard

Firstly, we want to assure you that we never blocked your email address. We strive to maintain open lines of communication with our customers, and we are committed to addressing any inquiries or concerns in a timely manner. We apologize if there was any misunderstanding or confusion in this regard.
Regarding the delay in your order, we understand the frustration that comes with delayed deliveries, and we take full responsibility for the delay that occurred.

However, please note that as soon as we became aware of the delay, we promptly processed a refund for your order, even though you had already received the item. We wanted to ensure that you were compensated for the inconvenience caused by the delay.

We would like to clarify that our return policy allows customers to return items within a specified timeframe if they are not satisfied with their purchase. In your case, since you had already received the item, we expected that if you wanted to return it, you would have contacted us to initiate the return process. However, as we did not receive any communication from you regarding the return, we assumed that you were satisfied with the item despite the delay.

We always aim to provide excellent customer service, and we encourage customers to reach out to us if they encounter any issues with their orders.