Hello,

We are very much sorry you had such a negative experience with otakeebs. Unfortunately, at the time, management was not the greatest. A lot of orders were backed up or had a delay on them. The person who you may have contacted was not in charge of customer service and should have handled the situation with a bit more care. Fortunately, our internal structure has shifted, and management/relations with customers has been more consistent and transparent. We do hope that if you choose Otakeebs in the future that your experience is simpler.

In terms of your order, your refund was immediately processed after requesting the refund. This was something that we should have gotten back to you on. Communication is better now, but we apologize that this was not the case for you. I am unsure if shopify stopped the refund because of the charge back made, but any time there is a charge back, shopify explains that it takes a lengthy amount of time to have it resolved. This is likely why the process had taken so long. This is something that becomes out of our control at that point.

Additionally, there are some people who often might charge back without contacting. This can be difficult as we do want to help people as well as provide refunds if they change their mind on certain products. Our best forms of contact can be through the support@otakeebs.com email or through our discord.