"no, I don’t see the charge was from you"

I work in a call center for an e-commerce office supplies company. We have no physical retail presence and ship orders. Used to be part of their customer service department and I got this call one day. Me is me of course and C is customer.

Me: “hello, thank you for choosing company, this is YouAreNotSugoi, how can I help you?”

C: “I am NEVER ordering with your company again, I’ve been on the line with 3 other employees about this and I’m going to submit a complaint to the Better Business Bureau after this is resolved”

Me: “okay, what happened?”

C: “I placed an order for a desk on the 7th. I was sent an email saying it was cancelled but my credit card was still charged”

Me: “okay, I’m so sorry to hear that, I can help you with that”

He gives me his account info. Check credit card transactions and can’t find any charges went through on his card.

Me: “I’m sorry but I can’t find any charges from us to your credit card. We don’t actually charge for the order until it ships and where this order never shipped, we wouldn’t have charged”

C: “But the money’s gone!!!

Me: “did you see any charges with our company name on it?”

C: “….well no but the money’s gone”

He asked for a supervisor so I transferred

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