Customer care

Who to refund and why, who's waiting, and where every order is. Nothing here moves money: you refund by hand in Shopify, PayPal or Whop.

Refund these

Everyone who asked for money back, a cancel or a return, plus anyone already at the bank. Most urgent first.

How each one is decided

• Refund now: we promised a refund in writing and didn't pay; not shipped and she confirmed the cancel after our "Absolutely, we can assist you with that" reply; the return is scanned back to the warehouse; or the parcel is truly lost (no scan for 10+ days or the courier says lost) and she paid by PayPal, Whop, Stripe or Elavon, where a dispute costs cash.
• Partial refund to keep it: an inherent issue (hum too loud, suction cups on a textured tub, tub too short) still there after one fix; or an extra (lights, aromatherapy) missing from a delivered order.
• Don't refund yet: parcel moving; first ask; delivered with no reason yet; a fault we haven't tried to fix; a replacement already on its way.
• Already at the bank: a dispute is open. Refunding now usually loses the money twice, so answer the dispute by its deadline instead.
• A chargeback costs the order amount plus about $15 in fees.

Every open conversation

Paying customers who wrote in the last 45 days and are waiting on us, or we replied this week. Longest wait first.

Disputes at the bank

Shopify Payments disputes from the store. PayPal and Whop cases are not in this list yet.

US pre-sale

US orders from #2719, sold before the stock lands (about 16 Nov). The promise is what checkout told her.