Evelyn N.

Dear Evelyn,

We want to start by thanking you for notifying us about the issue.
We regret any inconvenience or frustration that your experience has caused you.

Firstly, we need to clarify that:
As it’s the first and large order on our website. Usually, to guarantee seller and buyer benefit, our financial department need to confirm the real some necessary identification. If the payment information was not matched with the identification or the Counterparty Status is unverified, this may lead to card fraud, if our customers are not willing to offer us the information, we will full refund to avoid more dispute due to the illegal using others card to pay to protect our real customer benefit.

We had sent an e-mail to you already, please check it and reply back to us.

Thank you again for bringing these matters to our attention.
We are committed to assisting every customer at any time. Many thanks.

Best Regards
Customer Service