Murci Arvostelua 3 935

Vastaus yritykseltä Murci

3 päivää sitten

Hi,

Thank you for your message, and we’re sorry to hear about the issue with your parcel.

To proceed with an investigation and assist you further, the currier requires a valid crime reference number. This must be obtained by reporting the incident online via your local police service. Please note that we specifically advise customers not to visit or call a police station, as reports for lost or missing parcels are typically handled through the police’s online reporting system.

We understand this situation is frustrating, however we are unable to submit a claim on your behalf until a crime reference number has been provided.

Thank you for your understanding, and we look forward to your update.

MURCI

Vastaus yritykseltä Murci

9. huhtik. 2026

Hi,

Thank you for your review. We’re sorry to hear about your dissatisfaction and appreciate the opportunity to clarify the situation.

We can confirm that your daughter’s return was successfully delivered back to us and a refund attempt was made; however, as a chargeback had been opened with the bank, Shopify’s system prevents us from processing any refunds while an active chargeback is in place.

Your daughter contacted us on 15th February requesting an update, and we responded on 16th February explaining that, due to the open chargeback, we were unable to issue the refund at that time. She reached out again on 25th February, and we replied on 26th February, including a screenshot of our previous response and reiterating the same information.

We also received a further email from yourself suggesting that no replies had been sent. In response, we provided additional evidence confirming that we had replied to the earlier communications.

Once the chargeback was resolved on 5th April, we were then able to proceed, and the refund was successfully issued on 8th April as soon as the system allowed.

We understand this process may have been frustrating, but please be assured that we acted in line with the payment provider’s requirements and responded to all correspondence sent to us.

Kind regards,
MURCI

Vastaus yritykseltä Murci

9. huhtik. 2026

Hi,

Thank you for your feedback. We’re very sorry to read your comments and to hear that you feel this way about your experience with us.

We take customer service extremely seriously. unfortunately, as your review does not include any order details or specific information, we’re unable to identify your case or fully understand what may have happened.

We would genuinely appreciate the opportunity to look into this for you and address any concerns. Please contact our customer service team directly with your order details so we can investigate and work towards a resolution.

Kind regards,
MURCI