GoJane.com

Please see included faxes from UPS.com regarding their multiple attempts to reach the customerUPS was not able to reach the customer and so the investigation was closedAll truthful information, including all email contact, has been provided to the customer's card company.As previously noted, if the card company resolves the chargeback in the customer's favor with all information provided, the customer will receive the resolution desired

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We apologize that Ms [redacted] did not receive her packageMs [redacted] placed her order on 6/15/with a quoted delivery of 6/24/Her order was processed and shipped on 6/15/with the UPS tracking number of 1ZA566YXXXXXXXXXXXThe package was delivered to MsStringers front door on 6/19/This is the same method of delivery used on Ms [redacted] 's previous order (order XXXXXXX) that she successfully received It is posted on GoJane.com that it is up to the shipping carrier whether they feel it is safe to leave the package or require a signatureTo receive a package with guaranteed signature required, there will be a $fee and the customer will need to note the request in the comment section of the order http://www.gojane.com/about-us.html#faqs-section Ms [redacted] did not request a signature on her packageUPS confirmed that the package was delivered on 6/19/On 6/22/2015, Ms [redacted] contacted GoJane stating that her order had not been receivedWe promptly contacted UPS to continue the investigation Ms [redacted] startedAn email was sent from the Customer Service Manager before end of business 6/22/which outlined the details of the UPS investigationUPS has since notified us that Ms [redacted] has not cooperated with the investigation, resulting in an incomplete closure of the claim on 6/25/Ms [redacted] responded to the manager's email on 6/23/that she will not wait for the results of the investigation and that she will be seeking an immediate refund from her bankThe matter is now closed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They're lying! Ups called me ONE TIME and I answered and spoke with them! What kind of company does not refund after someone's package was NEVER RECEIVED?? I will continue to leave bad reviews and contact the media because this is a LYING, UNPROFESSIONAL [redacted] company!! Why wouldn't I cooperate with UPS when I need my money back? Pathetic excuse for a businessI should never have to result to disputing with my bank for a company that is suppose to provide customer service!! I have the calls for UPS and I will show in reviews how this company is just flat out LYING! Final Business Response / [redacted] (4000, 9, 2015/07/09) */ After reopening the investigation with UPS per Ms [redacted] 's response, we have been notified of Ms [redacted] cooperation and the closure of the investigationCurrently, Ms [redacted] has been refundedWe appreciate her cooperation and patience regarding the matter Final Consumer Response / [redacted] (2000, 11, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have refunded my money! Thank you

After reviewing the complaint regarding the order, our company has determined that there is not a defect in the itemThe photos the customer provided show that the item fits loosely on the customer's ankle which is the same fit shown in our posted photos on our websiteincluded in this rebuttal are the photos provided by the customer compared to the item as posted on our website, showing that the item fits the customer as intended and as displayed prior to purchaseThe fit the customer experienced is not attributed to any manufacturer error or defect, and the complaint has been determined to be based solely on customer preferenceAs posted on our website, customers are responsible for the return shipping for any sizing issue or if they do not wish to keep the itemHere is our posted policy regarding damaged items: If you find an item to be damaged, defective, or incorrect, please contact a Customer Service representative before returning your item so that we may assist you accordinglyDamaged items will need to be reported within days of deliveryPhotos will be required for any report of damageAt this time, the customers report does not fit our standards for a damaged item and the return would fall into our standard return policy: Here at GoJane we pride ourselves on customer service and satisfactionSo if for some reason you are not happy with your order, you can send it back for a refund or exchange as long as it is within days of the ship date (returning package must be postmarked as so) and the merchandise has not been worn, washed, or altered in any wayOriginal shipping and handling charges are not refundable, and the customer is responsible for return shipping with the carrier of his or her choiceWe recommend shipping your item(s) back with both insurance and a tracking number -- that way you are protected from the possibility of loss during shipping and will know whether your package has been received by our warehouseReturns and exchanges generally take business days to complete once receivedPlease keep in mind that it may take an additional business days for your refund to be posted to your credit card accountOnce a return as been processed, you will receive a confirmation emailAny item returned without its original tag or shoe box may be assessed a $restocking feeSend all return/exchange merchandise to: GoJane Returns NBarrington AveOntario, CA USA

I am rejecting this response because:The company states that they pride themselves on customer service?Yet they refuse to acknowledge an issue with the product that they provided in which I was not satisfied with and refused to recover shipment chargesIt has very little to do with preferences and a lot to do with qualityYour product is not qualityI will not shop at GoJane in the future for denying that your product is not as it is describedThe companies personal opinion matters little to my complaintThe shoes were too big around the ankle, simple as thatTheres no argument about thatIt's a fact

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 5, 2016/04/14) */ Contact Name and Title: [redacted] CSManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gojane.com Mr [redacted] placed an order on 3/31/which was placed on hold by our verification systemThe order was for items and was order number XXXXXXXOn 4/4/2016, Mr [redacted] called to cancel the order, stating that the intended recipient on the package no longer needed the merchandiseThe order was cancelled on 4/4/ On 4/6/2016, Mr [redacted] contacted to reinstate the orderUnfortunately, once an order is cancelled in our system, we are not able to reinstate the order as we have already released the funds back to the financial institutionWe informed Mr [redacted] that a new order would need to be placed On 4/11/2016, Mr [redacted] called to place an order with a customer service representative at 10:amThis order was for items and was order WH-XXX-XXXXXMr [redacted] confirmed the total charge, including the $fee for the Expedited Day shipping in order to receive the package before 4/16/Mr [redacted] then verbally provided his credit card information for the transactionOur customer service representatives do not have access to credit card information so the card number was verbally provided by the customerThe card information provided was understood to belong to Mr [redacted] and the transaction was processed with his verbal consentMr [redacted] received an invoice via email during this interaction which reflects the total of the order, including the shipping charges During processing, the order was flagged for verification since the billing address did not match with what the card company had on fileMr [redacted] was contacted at 11:am to complete our verification process, which included Mr [redacted] providing the correct billing address and confirming access to the card accountThe order was shipped the same day, 4/11/2016, with an anticipated delivery of 4/14/via the Expedited Day shipping shippingThe package was delivered early on 4/13/via UPS tracking number 1ZA566YXXXXXXXXXXX Mr [redacted] did not opt for our free Economy shipping option as the quoted delivery date for an order placed on 4/11/would have been 4/20/and not guaranteed During Miss [redacted] 's conversation with our Lead representative, she was informed that management requests emails regarding escalated situationsManagement has not received an email from Miss [redacted] regarding this concernIf Miss [redacted] has returned the merchandise and processed a chargeback, we will resolve the situation with the card company once the information is receivedWe apologize that Miss [redacted] 's experience was less than stellarWe always want our customers to feel that they are being taken care ofThe communication with our customer service representative will be reviewed internally and any necessary action will be taken to improve future interactions

Unfortunately, our system is not able to refund the original shipping charges for this situationShipping fees are passed on to a third party company for the delivery of the merchandise to the customer's locationTypically, the only situation in which our system will allow a refund of the original
shipping charges is if the package was not delivered within a guaranteed time frameSince your order arrived on time, we are not able to override this policyAs for your return, customers are responsible for return shipping chargesWe are not able to reimburse any fees that may be charged by a shipping company to a customer to return an orderThis information can be viewed on our website here:http://www.gojane.com/about-us.html#returnsWe do value you as a loyal customer; however, checking our records, we did not receive any communication from the email on your orderThis could definitely be a system error on our end or an overall problem with the email's deliveryHad management received an email, we would have definitely reached out to you for further resolution! You are definitely welcome to reach out to management again to receive compensation for the inconveniencePlease email ***@gojane.com with ATTN:MANAGEMENT in the heading of the email

Thank you for your recent purchase with GoJane.comWe apologize that you were not satisfied with your orderWe do provide the material information for each item on our website under the details section so that customers can review that before selecting an itemWe also have a review section where
customers that have purchased the item will advise on size, quality, and comfort to use as a referenceIt is up to the customer if they choose to purchase a specific item.As stated on our website under our return policy, customers are responsible for the return shipping costCustomers are welcome to send items back with the carrier and method of their choiceWe only recommend shipping items back with insurance and a tracking number - that way you are portected from the possiblity of loss during shipment and you will know when your package has been delivered to our warehouseOriginal shipping and handling charges are non-refundableWe have received and processed your returnWe have issued you a refund of $for the merchandise back to your PayPal account on 08/21/Please note that it can take to days for the credit to appear on your account statementsIf you have any further questions regarding your refund, pelase contact PayPal directly, as they have all of your payment information.If you have any further questions or concerns, please feel free to reach us via email at [email protected] or by calling a customer service representative at ###-###-#### (Mon-Fri, 9am-4pm PST)

I am rejecting this response because:
*** from gojane.com has provided information to UPS on recorded calls claiming ups came to my home times, this was via a way callUPS verified that is not true and that nobody from UPS came to my home times and the *** from go Jane.com is trying to set me up so I purposely do not get a refund *** has sent me very very rude and hostile emails using malicious tones this company is also being reported to the federal trade commission and the city of Los Angeles for how they have gone about treating myself and other customers and lying about what really happened to this package

ATTN: *** ***Regarding Complaint ID ***The customer did not accept the resolution provided by GoJane and instead contacted her card company for a dispute settlementAny resolution available and further contact with the customer will be provided and managed by the card company
GoJane.com considers this matter to be resolved

Please see included faxes from UPS.com regarding their multiple attempts to reach the customer. UPS was not able to reach the customer and so the investigation was closed. All truthful information, including all email contact, has been provided to the customer's card company.As previously noted, if the card company resolves the chargeback in the customer's favor with all information provided, the customer will receive the resolution desired.

• The customer placed their order on 8/10/2016 at 7:09 pm and it was shipped out as requested. The order shipped on 8/12/2016 via UPS and was delivered to the shipping address on 8/15/2016 at 3:38 pm, The package was signed for at the location by [redacted], the cardholder. No damage was reported to UPS...

at the time of delivery. The weight of the box at the time of shipment indicates that all items were included in the box when it left GoJane's warehouse. • The customer contacted on 8/16/2016 stating that the package arrived with a large tear and was missing items. GoJane has made repeated attempts to confirm with the customer which items she claims to have not received. In addition, a damaged package investigation was begun with UPS regarding the customers claim but the customer did not participate in the  investigation. UPS made multiple attempts to contact the cardholder before closing the claim as incomplete.  ¦ The customer made a partial return of the order. The customer received a refund of 191.35 for the returned items. 9 items were not returned from the order. The customer also completed the return invoice for the return items and did not indicate on that form that any items were missing at the time of delivery. • Gojnae.com has made multiple attempts to process a missing item investigation with UPS regarding the customer's claims that an incomplete package was received. UPS, after multiple attempts, has confirmed that the customer has NOT been cooperative in the investigation. The most recent notification from UPS to GoJane is dated 10/26/2016. • GoJane has received a chargeback from Capital One initiated by the customer. In the included paperwork provided by Capital One, the customer falsified a document as evidence to the card company that GoJane has authorized a refund for the merchandise. GoJane's customer [redacted] email is [redacted]@gojane.com. The customer claimed that the email was from [email protected]. This is not a valid email from our company. Additionally, the customer claimed the email was from the Customer Care Manager, which is not, nor has ever been, a position at GoJane.com. Additionally, copies of all emails between the customer and GoJane were provided to the card company for review. If the card company resolves the chargeback in the customer's favor with  all information provided, the customer will receive the resolution desired. • The customer has not provided sufficient evidence that a full order was not received. All items were scanned out and shipped at the time that the package left the GoJane facility. The customer needed to cooperate with the UPS investigation or return the remaining merchandise in order to receive the remaining refund. * All documentation from UPS, Capital One and customer interaction is available on request. The Rebuttal was prepared by [redacted] M., Customer [redacted] Manager, GoJane.com

Thank you for your recent purchase with GoJane. We apologize for the inconvenience in regards to your order. The order, 3966521, was shipped out on 06/14/17 via UPS with a tracking number of 1Z547F5E[redacted]5 to the address entered in the order of: [redacted]2h Louisville, KY...

[redacted] This package shows as delivered on 06/20/17 by UPS. A claim was started with UPS to further investigate the location of the package. which takes about 8-10 business days to receive an update however it can take longer to receive any resolutions. We are unable to issue a refund for the merchandise until the closure of the investigation with the shipping company as we did ship out the merchandise to the address provided. We received a PayPal dispute on 06/21/17 that was escalated to a claim to which we did respond to and provided all the information we had to PayPal regarding the order. In the claim, we were informed that the address was entered incorrectly so the order was delivered to a wrong address. We submitted all of the necessary paperwork to UPS on 07/07/17 to go forward with the claim towards resolution. We received your email on 07/07/17 and we did respond on 07/10/17 letting you know that once we receive confirmation from UPS that the claim has been closed and confirmed then we would be more than happy to issue a full refund for the order. We also advised that the PayPal claim would need to be closed before our system could move forward with any resolution. When a PayPal claim or dispute is initiated by a customer, our system locks the order from being able to issue any refunds or replacements until it has been closed. We have received notification from PayPal that the claim has been closed as well as we have been received notification from UPS that they were not able to locate the package and they are moving forward with compensation. At this time, we would be more than happy to send out a replacement of your order, if the items are still available, issue you store credit for the full amount of the order, or simply issue you a full refund for the order hack to your PayPal account. Please contact customer service at your earliest convenience so that we may take care of this for you. You can email us at ,r'-.ccn-1 or by calling ###-###-#### Monday— Friday, 9:00 am —4:00 pm PST.

I am rejecting this response because:
the material description does not match the actual quality of the item once received. It is poor quality items. Unfortunately, you can't feel the cheap poor quality over the internet. Also, items are packed in packages that are not reusable so when returning items for shipping you end up paying way more to ship the returns back.

Initial Business Response /* (1000, 5, 2016/04/14) */
Contact Name and Title: [redacted] C. S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gojane.com
Mr. [redacted] placed an order on 3/31/2016 which was placed on hold by our verification system. The order was for 14 items and was order...

number XXXXXXX. On 4/4/2016, Mr. [redacted] called to cancel the order, stating that the intended recipient on the package no longer needed the merchandise. The order was cancelled on 4/4/2016.
On 4/6/2016, Mr. [redacted] contacted to reinstate the order. Unfortunately, once an order is cancelled in our system, we are not able to reinstate the order as we have already released the funds back to the financial institution. We informed Mr. [redacted] that a new order would need to be placed.
On 4/11/2016, Mr. [redacted] called to place an order with a customer service representative at 10:03 am. This order was for 8 items and was order WH-XXX-XXXXX. Mr. [redacted] confirmed the total charge, including the $23.00 fee for the Expedited 3 Day shipping in order to receive the package before 4/16/2016. Mr. [redacted] then verbally provided his credit card information for the transaction. Our customer service representatives do not have access to credit card information so the card number was verbally provided by the customer. The card information provided was understood to belong to Mr. [redacted] and the transaction was processed with his verbal consent. Mr. [redacted] received an invoice via email during this interaction which reflects the total of the order, including the shipping charges.
During processing, the order was flagged for verification since the billing address did not match with what the card company had on file. Mr. [redacted] was contacted at 11:33 am to complete our verification process, which included Mr. [redacted] providing the correct billing address and confirming access to the card account. The order was shipped the same day, 4/11/2016, with an anticipated delivery of 4/14/2016 via the Expedited 3 Day shipping shipping. The package was delivered early on 4/13/2016 via UPS tracking number 1ZA566YXXXXXXXXXXX.
Mr. [redacted] did not opt for our free Economy shipping option as the quoted delivery date for an order placed on 4/11/2016 would have been 4/20/2016 and not guaranteed.
During Miss. [redacted]'s conversation with our Lead representative, she was informed that management requests emails regarding escalated situations. Management has not received an email from Miss. [redacted] regarding this concern. If Miss. [redacted] has returned the merchandise and processed a chargeback, we will resolve the situation with the card company once the information is received. We apologize that Miss. [redacted]'s experience was less than stellar. We always want our customers to feel that they are being taken care of. The communication with our customer service representative will be reviewed internally and any necessary action will be taken to improve future interactions.

Initial Business Response /* (1000, 5, 2015/06/30) */
We apologize that Ms. [redacted] did not receive her package. Ms. [redacted] placed her order on 6/15/2015 with a quoted delivery of 6/24/2015. Her order was processed and shipped on 6/15/2015 with the UPS tracking number of 1ZA566YXXXXXXXXXXX. The...

package was delivered to Ms. Stringers front door on 6/19/2015. This is the same method of delivery used on Ms. [redacted]'s previous order (order XXXXXXX) that she successfully received.
It is posted on GoJane.com that it is up to the shipping carrier whether they feel it is safe to leave the package or require a signature. To receive a package with guaranteed signature required, there will be a $2 fee and the customer will need to note the request in the comment section of the order.
http://www.gojane.com/about-us.html#faqs-section
Ms. [redacted] did not request a signature on her package. UPS confirmed that the package was delivered on 6/19/2015. On 6/22/2015, Ms. [redacted] contacted GoJane stating that her order had not been received. We promptly contacted UPS to continue the investigation Ms. [redacted] started. An email was sent from the Customer Service Manager before end of business 6/22/2015 which outlined the details of the UPS investigation. UPS has since notified us that Ms. [redacted] has not cooperated with the investigation, resulting in an incomplete closure of the claim on 6/25/2015. Ms. [redacted] responded to the manager's email on 6/23/2015 that she will not wait for the results of the investigation and that she will be seeking an immediate refund from her bank. The matter is now closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're lying! Ups called me ONE TIME and I answered and spoke with them! What kind of company does not refund after someone's package was NEVER RECEIVED?? I will continue to leave bad reviews and contact the media because this is a LYING, UNPROFESSIONAL [redacted] company!! Why wouldn't I cooperate with UPS when I need my money back? Pathetic excuse for a business. I should never have to result to disputing with my bank for a company that is suppose to provide customer service!! I have the calls for UPS and I will show in reviews how this company is just flat out LYING!
Final Business Response /* (4000, 9, 2015/07/09) */
After reopening the investigation with UPS per Ms. [redacted]'s response, we have been notified of Ms. [redacted] cooperation and the closure of the investigation. Currently, Ms. [redacted] has been refunded. We appreciate her cooperation and patience regarding the matter.
Final Consumer Response /* (2000, 11, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have refunded my money! Thank you

Initial Business Response /* (1000, 5, 2016/04/18) */
Contact Name and Title: [redacted] C. S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gojane.com
We apologize but we were unable to cancel your order at the time of your call. Once an order is placed, the order is sent into our...

automated shipping system. At the time of your contact, your package was already sealed and loaded onto a trailer awaiting pickup by the carrier. Unfortunately, we are not able to unload an entire trailer to locate a single package. The tracking information was available at the time of your first contact with a customer service representative.
The full information provided in our confirmation email you received is as follows:
"Please check your order for accuracy. If you find your order to be inaccurate, contact us immediately at X-XXX-XXX-XXXX during our business hours of 9AM-4PM PST MON-FRI. Please note, due to our efforts to ensure that you receive your order as quickly as possible, once an order is submitted, it is usually not possible to change or cancel it. We cannot cancel or change orders by email."

Your order was shipped via UPS-Mail Innovations with a tracking number of XXXXXXXXXXXXXXXXXXXXXXX. With this shipping method, UPS transfers your package to a local postal facility. This is not an expedited shipping method and typically takes 5-7 business days to arrive but can arrive in a faster time frame.
Transactions are pending in our system until the close of business on the shipment date. The finalization of the charge has no bearing on the shipment status or the ability to cancel the order in our shipping system.

At this time, we are outside of our posted 30 day return policy, as a courtesy, we can allow a return for a refund if the package is postmarked by 4/27/2016. You are welcome to return the order if you no longer need it, but you would be responsible for the return shipping charges. The original shipping charges are not refundable. We would recommend obtaining a quote online at www.USPS.com or www.UPS.com to find the most cost effective shipping method when returning items to our California location. Since your items are lightweight, you may be able to use a flat rate envelope from the post office for a very cost efficient return.
You may review our posted cancellation policy here: http://www.gojane.com/about-us.html#faqs
Initial Consumer Rebuttal /* (3000, 7, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is one thing that you're failing to address, which is showing why I am making this claim in the first place. I called WITHIN A HOUR to cancel the order, while the transaction was still pending and I was told that I couldn't. When I called, your customer service rep told me that it hadn't even fully gone through, so when you say that the tracking information was available, you are lying! Neither time that I called was I given a tracking number. The email says to call as quickly as possible and I did, and still got no help. If that is your policy, then the email should state "Once a order is submitted, there is no canceling it." I am aware that its out the 30 day policy, due to the fact that I am disputing the charge with my credit card company as well. I am prepared to provide them with the emails, and the call records as well! I will return the items IF YOU SEND A RETURN LABEL! I shouldn't have to pay for shipping to return a item when I took the necessary steps to try to stop the items from being issued to me in the first place.
Here's a question for you to answer, I guess it would save your company from looking fraudulent in this case:
If within a hour or two isn't "as soon as possible" to cancel an order, what is? What is the proper timing to call within to cancel an order?
At the end of the day, you was able to cancel the order because the transaction was still in the pending stage. I was told that straight from my credit company's mouth. Capital One told me that it was possible for your company to cancel the order and that if you told me otherwise, you was just trying to take my money.
The only way this situation could be made correct is if your company sends me a return label so that I can return the package; have it post dated by 04-27-16 like you have requested. I have reviewed the cancellation policy, it doesn't state that a cancellation is impossible. So, therefore I would like to know the guidelines of when a cancellation is possible? Why does a loyal customer have to go through all this when they took the necessary steps to cancel the order? I sent you email regarding what happened, why did it take getting the Revdex.com involved for you to respond to a very loyal customer?
All I want is a return label, I know the cheapest shipping back to California is about $30. I don't have $30 to pay for a situation that I try to prevent, that is not fair to the customer. You, as a company, should do what is right and pay for the return label since I have had to go through so much over $42 dollars!
Final Business Response /* (4000, 9, 2016/04/19) */
Your order was placed at 10:46 am PST and was released into our shipping system at 11:29 am PST. At that time, the order was not able to be cancelled. If contact would have been made within that 43 minute time frame above, we would have been happy to cancel your order and release the funds.You called after 2 pm PST. At that time the order was loaded onto a trailer and unable to be cancelled.
With our shipping system, it is possible to have an order shipped within 30 minutes of the order being placed. Once an order is released to our automated shipping system, the order cannot be changed or cancelled. This is the reason that we previously stated that orders usually could not be cancelled or changed once they have been submitted. At this time, we have altered our posted policy to prevent any future confusion and inconvenience. Our current policy now states that we are not able to cancel or change any order once the order is placed.
As previously stated, transactions are pending in our system until the close of business on the shipment date. The finalization of the charge has no bearing on the shipment status or the ability to cancel the order in our shipping system. Unfortunately, credit card companies do not know our policies or systems and are not able to speak in regards to our system capabilities.
Again, you would be responsible for any return shipping for any unwanted merchandise. GoJane.com will not provide a return shipping label. Your original package weight was .79 lbs. Typically we see charges of $30 for expedited shipping methods, international shipping or packages that weigh much more than 1 lb. We highly suggest contacting another shipping company, or taking advantage of the USPS flat rate envelopes for the return shipping.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (4000, 8, 2015/05/21) */
GoJane.com apologizes for any inconvenience in regards to your order.
The following information is posted on GoJane.com on our FAQ page, the order confirmation page immediately before pressing the SUBMIT button and on the order confirmation...

email that the customer receives immediately after placing the order.
"Please note, due to our efforts to ensure that you receive your order as quickly as possible, once an order is submitted, it is usually not possible to change or cancel it. Please call us immediately at (XXX) XXX-XXXX, during our customer service hours of 9am-4pm (PST), Monday-Friday. We cannot cancel or change orders by email. "
http://www.gojane.com/about-us.html#who-section
For this order, the customer made the purchase on 5/20/2015 at 2:39 PM. If the customer would have contacted our customer service department immediately after placing the order or before the end of business on 5/20/2015, a cancellation would have been possible since the order was not yet in our shipping system.
Orders can only be cancelled before the order is sent to our shipping department since our shipping system is fully automated. The process cannot be interrupted as that would stop the progress of thousands of other shipments processed the same day. At the time of the customer's mothers contact on 5/21/2015, the order was in processing and was not able to be cancelled.
The customer's mother was informed that customers are responsible for the return shipping cost if they no longer need the merchandise. If she refused the package, a refusal fee would be assessed from the refund of the order. This information is posted here:
http://www.gojane.com/about-us.html#returns-section
The customer's mother was also informed that if the customer receives the package, and processes a chargeback, the customer information would be marked as fraudulent in our system since the merchandise is not returned but the customer is refunded by our company.
As a resolution, GoJane's Customer Service Manager, [redacted] will process an intercept with UPS, which is a fee-based service that UPS offers.
Here is the UPS policy regarding Interceptions where the fee information can be viewed:
http://www.ups.com/content/us/en/resources/service/delivery/delivery_intercept.h...⇄ /> As discussed in the phone conversation with the customer's mother, as compensation for the inconvenience, GoJane will pay the full amount of these fees to receive the package back to our facility. Again, a customer is normally responsible for the return shipping charges for unwanted orders. The customer will be receiving the tracking information for the order which will reflect the intercept once it is requested by GoJane. Once the package is received back to our facility, the merchandise value will be refunded. The original shipping and handling charge of 6.00 is not refundable.
Complaints regarding customer service representatives will be investigated internally and training will be provided as necessary to improve future customer interactions.
Initial Consumer Rebuttal /* (4200, 6, 2015/05/21) */
Called me and explained that they can't stop shipments or cancel once processed. It is stated on their websites, however it says it usually cannot be cancelled by email but to call them. So, [redacted] the customer service agent said I had to pay half of the shipping costs back. Still not satisfied, thought I would not have to pay nothing, especially since they were rude. They will stop the shipment in progress which she said will cost them money. I don't believe it and am not happy at all.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12243279, and find that this resolution is satisfactory to me. I would just like a full refund to my paypal please.