I get the same error

Done - I'll phone customs first thing Monday morning, and will ensure I've emailed you your tracking number within 24 hours of that:)

Yes! It's literally sitting at customs waiting for me to phone them and tell them they can slap a tracking sticker on it and give me the tracking number. It has been for a week!

When you outright lie you make yourself look REALLY silly. You ordered on the 9th, which is what my screenshot from the backend indicates. It's also what your PayPal transaction indicates:



Thankfully, I don't have the time or energy to lie and try maintain a lie - you're correct in that you emailed on the 12th asking about timelines, and I apologise for not responding to that, but all I would've told you is that we will ship it within the timelines as indicated on our delivery and returns policy you agreed to during checkout.



The email update (quoted above) said nothing about there being delays - please quote the part that says your order will be delayed?

I did not refuse to cancel your order, it was already in fabrication by the time you requested it.

I did indeed call you a douchebag when I said "Seriously, and without being too disrespectful, you're being a major douchebag." Because you were and you still are being quite douchey. I call a spade a spade.

Per our delivery and returns policy (https://openrigs.com/information/information&information_id=6) that you agree to during checkout, order processing takes 8 WORKING days. WORKING. Not consecutive days, not calendar days. It says it right there. Again - even if we forget about that fact that orders are first scheduled for fabrication and then fabrication takes 8 working days, from the 9th when you placed your order to the 15th when you opened the dispute was 4 WORKING days. In the email update (quoted above) it even had an ETA of the item being shipped (handed over to customs) - the 23rd, which was the 9th working day after you placed your order, and the 5th working day after it entered fabrication.

I do not have your money - when you open a claim PayPal immediately reverse the transaction and put the money on hold, so no, I will not let your order leave the country until the claim is closed.

There is no face-saving that needs to happen, your order was processed within our expressed timelines, you were updated regularly and efficiently, and your knee-jerk reactions are evidence of a much larger problem that I do not have the qualifications to diagnose.

PayPal will most assuredly NOT be closing my account, I don't think you have the faintest idea how businesses operate.

Ah! I just figured out who you are. Given that there's only 1 PayPal claim (yours), I figured paradiselife was the one moaning about it. I should've double checked that - sorry paradiselife, you can disregard the last sentence in my previous post.

Now to back to your question. IRT International is the local agent that deals with all of our import/export processing. The number is an internal routing number (on the customs documentation) that allows us to handle queries from customs. Once we get tracking info from customs we match it up on that internal routing number and can then update the backend of our order system. Obviously, until the PayPal claim is resolved we won't continue processing your order - the risk of being defrauded is simply too great.

Whilst I've got you on the line, let's discuss your PayPal dispute, because I'm terribly confused as to why you opened a dispute. You claim in this thread that you tried to cancel your order when it was in pre-fabrication, but we have no problem with cancellations in pre-fabrication, as it's just raws coming in and we can re-use raws. Your email requesting a cancellation was on the 15th, which was after it had gone into fabrication. Here's output from the backend:


So just to be clear - the reason you opened a PayPal dispute on the 15th was because I sent out a general update email to tell everyone that we're pretty much on track, we've overcome our packaging supplier letting us down (by ordering from another supplier weeks ago when we suspected it might happen), and even detailed ETAs for all orders in various brackets, including orders above 915 (which your order was). In response to an email update from the system every few days plus a dedicated mailer to keep everyone in the loop you opened a PayPal dispute, and then in this thread you moan about how it's not like Amazon? Which leaves me a little confused as to what you were expecting - hourly updates?

Here's a copy of the email update that triggered your dispute, just in case you forgot what it said:


So please do explain what it was about that email update that made you angry enough to open a PayPal dispute?