Order number 2441123

[fabjanm]

Hello Caseking!
My DHL package tracking says my package is sent back to the sender (Caseking). I'm wondering why is that the case and hoping You can give me more information. Is it possible just to send it again when You receive it or will I just get a refund?
Best regards.

 

[CasekingMike]

Dear fabjanm,

Unfortunately you indicated an incorrect address and selected "Germany" as the destination country, which cannot work. (We are not checking the addresses entered by customers for plausibility.)

We also cannot simply send the parcel out again to the correct country because the entire invoice is wrong and has been calculated with German VAT of 19% instead of the correct VAT of your country. Also, the shipping cost calculation was obviously incorrect since a national parcel was selected instead of international transportation.

We are therefore cancelling your order and are going to issue a refund to the original payment method. You then have to order again with the correct destination country.

Kind Regards
Mike

 

[fabjanm]

Hello Mike,
I just received email from info Caseking mail address that says a new shipment can be initiated if I just send correct shipping address.
Also, I just don't see how can it be that I selected incorrect country because, when I look up my payment details on Paypal, it says, among other details, ship to Croatia.
Also, both my billing and shipping address in my Caseking account are set to Croatia.

Also, now when I look at my order details I see some contradictions.
In an automatic email sent by info Caseking immediately after my purchase there is 25% VAT calculated with netto price 188,09 euro.
However, in an invoice info Caseking sent me the day later there is 19% VAT calculated with netto price of 197,58 euro.
That is obviously a mistake on your part, which I could not influence, in which you somehow changed both VAT rate and netto price.
Best regards.
Fabjan

 

[CasekingMike]

Dear Fabjan,

Also, now when I look at my order details I see some contradictions.

Yes, something isn't right here.

Also, both my billing and shipping address in my Caseking account are set to Croatia.

We have investigated the order further. Apparently you've placed a previous order with the incorrect destination country "Germany" that was then cancelled by us. This seems to have caused internal problems in conjunction with the address provided by PayPal. We are now going to fix this (set your customer account itself to Croatia) and will indeed send out the parcel again. The final amount is also correctly calculated with 25% VAT.

Kind Regards,
Mike

 

[fabjanm]

Thank you very much for resolving the problem quickly and sending the parcel out again.

Kind regards,
Fabjan

 

[fabjanm]

Hello Mike,
Will you email me new shipping details (tracking number) and correct invoice?

Kind regards,
Fabjan

 

[CasekingMike]

Dear Fabjan,

I will send you a new tracking link via e-mail as soon as it's available and you also should get a new invoice automatically, but we have to observe this since something already went wrong before. Unfortunately, it will take a day or two until the parcel went through the entire commissioning process again which is why I have to ask for some patience.

Kind Regards
Mike

 

[fabjanm]

Of course, I fully understand the situation.

Kind regards