Complaints

This profile includes complaints for Direct Digital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Direct Digital, LLC

  615 S College St STE 1300 Charlotte, NC 28202-3354

  
• 

  Peptiva

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Instaflex

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Nugenix

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today a charge for $81.30 appeared on my account. I have never used this product and did not authorize payment.

  Business Response

  Date: 01/26/2024

  On January 6, ****, ************************* signed up for a trial of Instaflex Advanced. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase. 
  
  As is the case with all Instaflex trial orders, ************************* checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On January 24, ****, ************** ******* recurring monthly subscription was cancelled indefinitely following an email request. Additionally, the monthly subscription shipment for ***************************** order has been voided and the charge has been reversed. We trust that the charge reversal provides a satisfactory resolution to the issue. Ms. ********************* can call or email customer service any time with additional questions.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not authorize an automatic recurring payment after initial trial offer. I was charged $151.96 ($75.98 + $75.98) without my express authorization. Charges were both posted on my bank account and my PayPal account.

  Business Response

  Date: 01/26/2024

  On January 5, ****, ************** signed up for a trial of Instaflex Advanced using a credit card. He placed a second order, for a second trial, on January 6, **** using a Paypal account. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase. 
  
  As is the case with all Instaflex trial orders, ************** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. Because he placed two separate orders, ************** agreed to our terms twice. We did not receive any communication from ************** prior to the filing of this complaint. As of January 24, ****, **************' recurring monthly subscriptions have been cancelled indefinitely. The monthly subscription shipment for the January 6th order has been voided and the charge has been reversed. For **************' January 5th order, one last monthly recurring shipment is scheduled to be delivered. An RMA # and return instructions have been sent to the email address ************** used when placing his order (not the email address used for the January 6th order and to file this complaint). Alternatively, ************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once he refuses delivery, he can contact customer service and we will expedite a refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. ************** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/5/24, I answered an advertisement for a free 15-day supply of Peptiva. It required my credit card information for was described as shipping in the amount of $5.99, which somehow turned into $6.47 but I accepted that. But on today, To my suprise, I received a notice from my credit card company that my credit card was being charged by Peptiva for $71.26. I immediately went back to read the ad more carefully, and imbedded in the long and repetitive verbage were two short and quick statements that I had overlooked when I signed up, that accepting the free product would mean that I would be signing up for a subscription to be charged $71.26 per month, and that I can cancel at any time. I accept responsibility for not reading this before I gave my credit card information for $6.47. My first complaint is that I can find no way to cancel. The add does not tell how I can cancel. It does not give a phone number, email, or any link or means of further communication with the company AT ALL. THERE IS NO WAY TO CANCEL THAT I CAN SEE. On behalf of myself and all the other people who have had the same complaint of this company with the BBB, I am asking you to put a direction/means for cancellation, in the long, verbose advertisement that was obviously designed to do exactly what you did. My second complaint is a request for a refund of the $71.26 that was charged to my card today. I notified my credit card company and PayPal, but since I did technically sign up for this, they were reluctant to deny the charge. So I did the only thing that was left for me to do, and that is to file this complaint for a remedy. I have received three emails telling me how great Peptiva is, so I did reply to one of those emails asing for a cancellation of this subscription, but I have no way of knowing where or in what department this request will land. I do not want to have to suffer a monthly recurring charge to my credit card, like I see her that some other complainants to BBB have had to suffer with this same company. Your ad says you are Peptiva but the billing says you are Direct Digital, LLC. Whichever you are, please stop doing this to consumers. I can copy the ad and send it to the BBB to prove that there is no mention of HOW to cancel, leaving consumers with a recurring bill for at least as many months as it takes to get a resolution. THIS IS BY DESIGN.

  Business Response

  Date: 01/26/2024

  On January 5, ****, ************ signed up for a trial of Peptiva Probiotic + Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to
  check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase. This email receipt also includes our customer service contact information, which may be used to request cancellation.
  
  As is the case with all Peptiva trial orders, ************ checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. ************ received an email receipt  (attached for reference) on January 5, ****. We did not receive any communication from ************ prior to the filing of this complaint. As of January 24, ****, **************** recurring monthly subscription was cancelled indefinitely and no further orders will ship out. One last monthly recurring shipment is scheduled to be delivered. An RMA # and return instructions have been sent to the email address ************ used when placing her order (not the email address referenced in this complaint). Alternatively, ************ may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once she refuses delivery, she can contact customer service and we will expedite a refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. ************ can call or email customer service any time with additional questions.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a free sample of Peptiva a few weeks ago. I have not received the sample yet, but they charged my credit card for $70.84 on January 16, ****. I called to find out what I was charged for and they told me it was for a subscription. I never ordered a subscription, just the free sample which you had to pay $5.99 for shipping. Thats how they got my credit card number. I told them to reverse that charge which they said they would but I have to return the product at my cost and they wont credit me until they have it back. Again, I havent even received the free sample yet. *** called twice to speak to a supervisor, but none was available either time. I just want the charge reversed and I dont want to have to pay to send the unordered product back when it gets here.

  Business Response

  Date: 01/24/2024

  On December 28, 2023, **************** signed up for a trial of Peptiva Probiotic + Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Peptiva trial orders, **************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On January 19, ****, ******************** recurring monthly subscription was cancelled indefinitely at her request and no further orders will ship out. On January 22, ****, **************** was refunded for her trial order. One last shipment is scheduled to be delivered on January 24, ****. **************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once she refuses delivery, she can contact customer service and we will expedite a refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. **************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After watching a television commercial for Instaflex, I ordered the free two week sample. Since then, my bank account has been charged $83.38 for this product that I do not want. The three shipments of instaflex that I have been charged for have not been opened and I would like to return them for a full refund to my account. I feel that I was misled by their advertising and taken advantage of. Please help.

  Business Response

  Date: 01/19/2024

  On September 30, 2023, **************** signed up for a trial of Instaflex Advanced. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Instaflex trial orders, **************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. We did not receive any communication from **************** prior to the filing of this complaint. As of January 19, ****, ******************** auto-delivery has been cancelled indefinitely and no further orders will ship out. There is one final recurring shipment set to be delivered this month. An agent has e-mailed **************** RMA numbers and return instructions to allow her to return her October, November, December, and January shipments for a refund. These RMA numbers were sent to the e-mail address **************** provided when signing up for the trial. In the case of the January shipment set to be delivered, **************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). The other shipments must be returned using the provided RMA numbers. Once she returns the products (or refuses delivery), she can contact customer service and we will expedite a refund.  We trust that the offer of a refund provides a satisfactory resolution to the issue. **************** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dont want dont need stop sending

  Business Response

  Date: 01/12/2024

  On October 22, 2023, ************************ signed up for a trial of Peptiva Probiotic + Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to
  buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Peptiva trial orders, ************************ checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. We did not receive any communication from ************************ prior to January 9, ****. As of January 9, ****, **************************** auto-delivery has been cancelled indefinitely and no further orders will ship out. Our customer service team has informed ************************ that there is one final recurring shipment set to be delivered. An agent has e-mailed ************************ an RMA number and return instructions to allow her to return that final shipment for a refund. Alternatively, ************************ may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once she refuses delivery, she can contact customer service and we will expedite a refund. Additionally, ************************ has been unsubscribed from our mailing lists and will not receive further offers. We trust that the offer of a refund provides a satisfactory resolution to the issue. ************************ can call or email customer service any time with additional questions.

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased something online accidently added something I didn't want, requested to have the item removed from the order literally seconds after. Was told that the order had already shipped later that night on Jan 2nd at 7:19pm showed how to return the item at my expense. Then 3 days later I get an email saying the items are processing to be shipped. Why should I be responsible for shipping cost if they lied about it being shipped to begin with.

  Business Response

  Date: 01/09/2024

  On January 2, ****, ********************** signed up for a trial of Nugenix Total-T and ordered upsells of Nugenix Multivitamin and Thermo-X. Shortly after placing his order, ********************** emailed customer service to cancel his monthly subscription and the Thermo-X order. As indicated in the auto-reply sent to ********************** after he submitted his email request, email inquiries have a 24-hour response time. Customers are provided our phone number to call in for immediate assistance. ********************** received a response from customer service eight hours after submission of his request. By that time, his order had already processed. Tracking information is typically provided two business days after an order actually processes so that customers have a tracking update available at time of viewing.
  
  As of January 2, ****, Mr. ********** auto-delivery has been cancelled indefinitely and no further orders will ship out. Mr. ********** order was delivered on January 8, ****. ********************** may refuse delivery by not opening the package and writing RETURN TO SENDER or REFUSEDon the package (not the shipping label). Once he refuses delivery, he can contact customer service and we will expedite a refund. We trust that this explanation and offer of a refund provide a satisfactory resolution to the issue. Mr. ********************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/09/2024

   
  I am rejecting this response because:
  The time frame they list is inaccurate as shown in my previously submitted screen shots files. The fact that when I first recieved a reply that the order had shipped and told that changes could not be made and then to revive an email a few days later saying that the order has just been placed in shipping process. The order could have been changed at the initial contact. I'm not looking to deal with this company in the future and plan to just throw the items out. 

  Business Response

  Date: 01/10/2024

  We provided all information regarding this matter in our initial response. As previously indicated, ********************** may refuse delivery by writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once he does so, he can contact customer service and we will expedite a refund. As a result, we consider this matter resolved and wish the customer all the best.

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not authorize an automatic recurring payment after initial trial offer. I was charge $82 with no authorization

  Business Response

  Date: 01/04/2024

  On December 16, 2023, ************** signed up for a trial of Nugenix Total-T.Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Nugenix trial orders, ************** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. We did not receive any communication from ************** prior to this BBB complaint. As of January 4, ****, the auto-delivery has been cancelled indefinitely and no further orders will ship out. Our customer service team has e-mailed ************** an RMA number and return instructions to allow him to return the product. We will process a refund once the product is received at our warehouse. Alternatively, ************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once he refuses delivery, he can contact customer service and we will expedite a refund. We trust that this explanation and offer of a refund provide a satisfactory resolution to the issue. ************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 10th I was charged $5.99 for a trial supply of instaflex. Then on July 29th $75.98 for a 30 day supply. I immediately canceled on my account via website log in. The product did not work. I was supposed to get a refund. Then I was notified by paypal that they were trying to charge me to continue the monthly membership even though it was cancelled. I could not log in because it said I didn't have an account. The charges have now continued every month on my debit card but yet I do not even receive a product. I finally received an email response wanting the return of all the bottles that I never received to get a refund. It appears the cancellation went thru but yet the charges continue. I want my money back from July to December of $75.98 per month immediately. This is a scam.

  Business Response

  Date: 01/03/2024

  On July 9, 2023, **************** signed up for a trial of Instaflex Advanced using a credit card not tied to a PayPal account. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Instaflex trial orders, **************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. We did not receive any communication from Ms.
  ****** prior to December 30, 2023. Note that deletion of web portal access is not, by  itself, an auto-delivery cancellation request. On December 31, 2023, ******************** auto-delivery was cancelled indefinitely and no further orders will ship out. On January 1, ****, our customer service team informed **************** that there is no record of any prior cancellation request and **** tracking information shows that all orders from July through December have been successfully delivered to the address **************** provided when she ordered the Instaflex trial. The agent e-mailed **************** RMA numbers and return instructions to allow her to return all of the shipments she received. We will process a refund once the products are received at our warehouse. We trust that the offer of a refund provides a satisfactory resolution to the issue. **************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 01/10/2024

   
  I am rejecting this response because:

  Thank you for your response. I spoke too soon.

  They only refunded me for the trial, first shipment and last shipment. They still owe me $75.98 for 6 shipments they charged me for and I never received. 

  I had canceled in July when I saw they started sending me product. I did not order. They removed my account and said it was closed and I never received another shipment from them. But yet they continued to debit my card. I had to close down my credit card and report it as fraud. I have asked them for proof of shipment and delivery. Because they are saying they want me to return the appropriate I never got.

  I thought I had five business days to respond on bbb.

  Can you reopen this until it resolved?

  Based on the other complaints, I see online and on this website. They're doing this to other people so it needs to stop.

  Thanks,

  ************************;

  ************ 

  Please see attached documents.

  
  

  Business Response

  Date: 01/10/2024

  As of today, 01/10/2024, **************** has been directly refunded by us for her trial order and her July, November, and December shipments. Additionally, her credit card issuer has provided refunds for her August, September, and October shipments. We trust that these refunds provide a satisfactory resolution to the issue. **************** may call or email customer service any time with additional questions.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in September 2023 I agreed for my credit card to be charged $5.99 for a 15 day supply. I was continuously charged $70.01 for the next four months even though i got a new credit card number so they could not charge my card. I did receive the product from the company but i didn't approve of these charges. My bank will not refund the charges even though this is fraud. I just want back the money they took out of my account without my approval.

  Business Response

  Date: 12/11/2023

  On August 13, 2023, ************************ signed up for a trial of Peptiva Probiotics + Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase. As is the case with all Peptiva trial orders, ************************ checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer.
  
  Our records indicate that ************************ did not contact us prior to filing this complaint. On October 3, 2023, we received notification that *********************** initiated a chargeback dispute for the two monthly supplies she received following the completion of her trial period. Ms. *********** account was canceled on that same day. Unfortunately, since ************************ opened a chargeback dispute, we are unable to process a refund while the bank reviews the dispute. If the chargeback settles in our favor, we can refund ************************ for both of her monthly shipments. RMA numbers and return instructions have been e-mailed to the e-mail address ************************ provided at the time of purchase. If the chargebacks do not settle in our favor, Ms. *********** card issuer will refund her directly. ************************ can call or email customer service any time with additional questions.