31,919 tickets1-100

Re: Your Refund request # 631E3A2936862: Approved

Ann Whitely-Gillen 路 studioa_13@icloud.com 路 Gorgias #226270574

closed
Opened
15 Jun 2026, 19:58
Closed
14 Jul 2026, 05:54
Assignee
Kyla - Returns Team
Order
2351614
returnsreturns_approvedreturns_clarif on-holdreturns_fp on-holdreturns_follow-uptrianglchasing-no-replychannel-email

No Open Doors contact is linked to this ticket.

  1. CUSTOMER2026-06-15 19:58:49路 email/email
    Hello! As per instructions, here is the proof of shipping receipt. Thank you Ann Whitely -Gillen 6132651363
  2. AGENT2026-06-16 08:50:07路 email/helpdesk
    Dear Ann, Thanks for sending this through. We appreciate you providing us with the proof of postage for your return. Can you please send us the tracking number and courier used, or a clearer screenshot of the receipt? We'd be glad to check again, and monitor the shipment for you. If you have other concerns, let us know and we're here to help. We hope to hear from you soon. Kindest, Elaine xx
  3. AGENT2026-06-16 08:50:28路 email/helpdeskINTERNAL
    RF 2351614NA / 631E3A2936862 APPROVED 6/13/2026
  4. CUSTOMER2026-06-17 13:35:56路 email/email
    Hi. The tracking is from Fed EX. I've taken a screenshot and attached it. Hopefully, this shipping receipt is clearer. Please let me know.
  5. AGENT2026-06-20 10:13:20路 email/helpdesk
    Dear Ann, Thank you for sending that through! We appreciate you providing us with a copy of the postage receipt. We will keep an eye on your returns and will process your request once we have received your order back in the warehouse. In the meantime, if we can help you with other things, please let us know. Have a great day and stay safe! Kindest, Gelou
  6. AGENT2026-06-20 10:13:36路 email/helpdeskINTERNAL
    2351614NA / 631E3A2936862 ON HOLD | TN: 873100102885
  7. CUSTOMER2026-06-24 18:36:41路 email/email
    Hi Elaine. I've been trying to understand why my package hasn't been moving here in Ottawa. It appears that FEDEX either lost the package OR the driver did not scan it in when they took the package from Staples (which is my local FEDEX depot). FEDEX is now looking into the matter. As you can see by my shipping receipt, the item should have been shipped and received on June 16th. I'm very upset about this. Anyway, if by chance you have any information on the status of the package (i.e., it actually got received but not scanned) could you please let me know? Thank you.
  8. AGENT2026-06-29 13:34:12路 email/helpdesk
    Dear Ann, Thank you for reaching out. We apologize for the delay in getting back to you and appreciate your patience. Your concerns are important to us, and I regret any inconvenience caused by the wait. We're sorry to hear about the issue with your return shipment. We understand how frustrating this must be. Upon checking the tracking information, it appears that the package has not been scanned beyond the initial drop-off. Unfortunately, we don't have any additional visibility into the shipment until it receives another scan. Since FedEx is the carrier handling your return, we recommend continuing to follow up with them directly, as they will be in the best position to investigate whether the package was misplaced or if a scan was missed. We sincerely hope the package is located soon. If you receive any updates from FedEx, please feel free to let us know, and we'll be happy to assist further. Kindest, Pearl
  9. CUSTOMER2026-07-04 19:39:11路 email/email
    Hi! It appears that my return package is officially lost. I've filed a lost report with FedEx and I have to wait for their response. As it stands, the depot (Staples) isn't taking any responsibility and FedEx initially said the same thing to me. So I'm escalating this. In saying this, if my package arrives, I'm wondering if you would still consider my refund or at least an exchange as this issue is out of my hands and I did do due diligence regarding the return. I'm extremely upset by all of this. Thanks for your patience and understanding.
  10. CUSTOMER2026-07-08 19:25:06路 email/email
    Hi again. I have been trying to figure out what is happening with the return of this bathing suit. I've reached out to FedEx several times. I went so far as to get their attention via social media to which they responded to tell me that the claim payment has been made and to reach out to you? Have you received the return? I'm so confused about this whole process. I have screenshots from my DMs with them if you would like me to send along. I would really appreciate a response back from you. Thank you. Ann
  11. AGENT2026-07-08 20:48:15路 email/helpdesk
    Hi Ann, Thank you so much for reaching out, and we're truly sorry to hear about everything you've been going through with your return. We completely understand how frustrating and stressful this situation must be, especially after the time and effort you've put into following up with FedEx and trying to locate your parcel. We'd be happy to check the status of your request for you. We've spoken with our Fulfilment Team, and unfortunately, your return has not yet been recorded as received at our warehouse. If your return parcel does arrive at our warehouse, we will absolutely honor your refund request. We understand that you've made every effort to return the item, and we're happy to process your refund once the parcel is received. At this stage, however, we're unable to process the refund until either: your return is marked as delivered via the tracking, or the parcel is physically received and recorded by our warehouse. We appreciate you keeping us updated throughout this process. We sincerely hope FedEx is able to locate your parcel soon, and we'll be here to assist you every step of the way. Please don't hesitate to reach out if you have any further updates or questions. Kindest, Joan xx
  12. AGENT2026-07-08 20:48:25路 email/helpdeskINTERNAL
    ON-HOLD: TRACKING UPDATE | #2351614NA / 631E3A2936862 TN: 873100102885 (TN no update) SM Approved - if we receive the items or once TN shows delivered, we will still honor the refund request.
  13. CUSTOMER2026-07-09 21:16:24路 email/email
    Hi again. FedEx is insisting that this claim has been paid. Is there anyway you can contact the your Ottawa depot (the centre that controls Canadian returns from your company) to see what's happening? This is absolutely ridiculous. I have never in my life had this much issue with a return. Please keep in mind that I, as a consumer, am out $200 as a result of this. I've attached the latest conversation with FedEx so that you can see what I'm dealing with. Thank you. Ann
  14. AGENT2026-07-14 05:54:57路 email/helpdesk
    Hi Ann, Thank you for reaching out and for sharing the latest update from FedEx. I'm very sorry to hear that you're still dealing with this situation, and I understand how frustrating it must be, especially with the amount involved. Unfortunately, because we are not the sender of this shipment, we don't have the ability to communicate directly with FedEx regarding the claim or intervene in their delivery or claims process. Their claims and shipment records can only be discussed with the original sender. I truly understand how difficult this has been, and I'm sorry that this process has been so frustrating. We appreciate you keeping us informed, and we're happy to process your refund once the parcel is received. Kindest, Kyla
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