Hi Terence,
CS has sent a message back to this user to provide more info; for now we can't identify given what we have. @ Ne and Ball, pls let us know if user responds.
However, I can update on a few things:
- for returns (due to non-receipt) prior to last week, our Thai wording in the message did not appropriately set expectations for timeframe. We now clearly state no later than 5 days if things cannot be sorted out with the seller.
- refunding debit cards can take even longer than credit cards => up to 45 days. This may be a common problem across all countries. Will send a proposal to SG at end of this week on all messages related to refunds in all scenarios. The debit card may be an issue if system cannot distinguish from cc and we would have to generalize the content.