TWC appeal/dispute

Link to/reason for TWC/DNT/Ban: resolved

Link to your vouches: I have not collected vouches on sythe in years, following vouch thread will be old ones - RuneMetrix Vouches
- If you want some more updated ones, and this appeal is negatively affected by an old vouch thread - I can go through and message recent customers to get an updated bundle of vouches if necessary
- If it helps, I also do have a substantial amount of offsite vouches/feedback on platforms like eldorado/PA/g2g

Detailed description of the events that took place and why you disagree with the decision: I don't disagree with the decision, am just appealing the TWC as the 30-day period is far past. TLDR is a customer bought a quest cape, was quoted 17-21 days, and it ended up taking a little short of 30 days.
The main reason for this, is during the middle of the quest cape the customer requested to play on the account for 3 days. I allowed it - password was changed, and when worker went to start the 2nd half the password was not the same, so they could
not sign into it/start it - and it got delayed due to that. Although I wasn't required to by any means, I did give the customer half of the payment back (145$) - and with a profit margin of only 20%, I paid about $70 out of pocket to get this order done for him.

Link to previous disputes: This is my first report which required a dispute

Anything else you wish to say: Refer to a few points below:

A few things I would like to note, which I would ask be taken into consideration with this appeal are as follows:
1 - This wasn't a drastic delay, I know some mods to take part in the OSRS market, and will most likely be familiar with how long quest capes from scratch take (market average is usually quoted my most providers as 6-7 weeks.). Even with a delay, due
to a password change/miscommunication, this order still got completed far under that. An order getting delayed and taking twice as long as it should, is a different story than one taking a small amount of time more than it should, and still getting
done very quick in relevance to market normals.

2 - The delay was due to a password change/confusion with worker. The worker did not drop the ball/just stop working on it, or take longer than usual. It was due to them simply not being able to sign in for a period of time.

3 - I am in no way trying to deflect responsibility on this, with the points I have made above. Being that I gave him $145 as a refund without being required to (and ultimately paying $70 out of my pocket to get the order done) should be a reflection of that/me taking responsibility to make it right with him.

4 - The reason the TWC was given was "I did not handle the situation until a report was made" - and in regards to this I was not even aware a report was made (or that I was TWC'd) until weeks after the report. One of my customers messaged me a few weeks after, asking
what was wrong with my sythe account, and that is when I found the TWC/report. The situation was handled with him directly, and not due to a report going up (and the $145 refund I told him I would give him was days before the report went up as well). Ultimately the report
had no affect on the outcome/my actions as I was not even aware there was a report - and was not active on sythe during this time.

5 - I do not have a history of issues such as this occuring with orders/sales. I have been on sythe about 5 years now, of which I have been a provider/account seller for most of that time. Over that time I have zero reports against me for powerleveling, and do not
have a history of things like this occuring. If there are issues with customers, I do go out of my way to make it right, and most of the time will compensate far above what I am required to/what would be normal to keep them happy (as long as the issue is due to no fault of their own).
An example of this, is this exact situation where I gave him a $145 refund for a small delay, and ended up paying out of my pocket to get the order done for him.

 

support

 

Support. That is 5.

TWC removed.