F-0045 An inquiry that runs until the unordered print turns out to be the sender's own house

(Said to be a copy of an exchange left in an inbox. The display names and the staff member’s name are redacted.)

2017/10/17 21:34 — Subject: A photo I did not order was included

Hello. I recently ordered photos from my child’s elementary school sports day. My order number is ****.

The envelope arrived today. When I checked the contents, there is one print more than I ordered. The statement says 8 items, but there are actually 9 prints.

I only ordered the ones with my eldest son in them. The extra print has no people in it; it shows what looks like the staircase of somebody’s house. I assume it was meant for another envelope and got mixed in. I did not know whether it was all right to dispose of it myself, so I am writing. If it needs to be sent back I will send it, so please let me know the address.

Thank you.

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2017/10/18 11:02 — Subject: Re: A photo I did not order was included

We sincerely apologize for the fault in your order.

We are sorry for the trouble, but for confirmation, could you let us know the reference number (eight alphanumeric characters) printed on the edge or the reverse of the one print that was included in excess? We would also be grateful if you could attach a photograph of that print to this email.

Once we have confirmed it, we will write again regarding the return address and whether a refund applies.

Customer Support
Hours: weekdays 10:00-17:00 (excluding weekends and public holidays)
* When replying, please do not change the subject line.

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2017/10/18 22:51 — Subject: Re: Re: A photo I did not order was included

Thank you for your reply. I am attaching the image.

the reference number (eight alphanumeric characters) printed on the edge or the reverse

About this — there is no printing on that one print. The edge and the reverse are both blank. The other 8 have the number in exactly the place you described.

Then, while I was looking closely at the front to find the number, I noticed something.

This is our staircase. There is a laundry basket on the third step, and that is ours too. It is taken from an angle I have never seen it from, so at first I did not recognize it.

I logged into the sales site and went through the whole sports day set from beginning to end, and this photo is not there. It is not on my order statement either.

Among 8 prints that are all of my eldest son, this one is mixed in.

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2017/10/20 15:20 — Subject: Re: Re: Re: A photo I did not order was included

Thank you for confirming. We apologize again for the distress this has caused you.

We have checked internally regarding the matter you raised, and report as follows.

• Photography on the day was carried out only in the school grounds and inside the school building. No photography was carried out off site.
• We have checked the photographic data from the day, and no photograph such as the one you describe was registered.

In light of the above, we consider it unlikely that the print in question was produced in our process.

We are very sorry to ask, but was there any tearing of the outer packaging, or any lifting of the tape, on the envelope before you opened it? We would like to check, as a precaution, whether the contents of another parcel could have been mixed in during delivery.

Customer Support
Hours: weekdays 10:00-17:00 (excluding weekends and public holidays)
* When replying, please do not change the subject line.

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2017/10/20 23:07 — Subject: Re: Re: Re: Re: A photo I did not order was included

The envelope was not torn. The tape was not lifted. I took it out of the mailbox myself and opened it the same day.

I understand that it was not made by you.

I am sorry — after I understood it was my own house, I thought something disrespectful. That the person who came to photograph on the day might have been inside our house on some occasion. I apologize.

But that is not possible.

Our staircase is open to the ceiling, and from the floor below it is nearly 5 meters up. This photo is taken as if looking straight down from around that ceiling. Toward the left of the image I sent, the second-floor handrail is visible. If it had been taken leaning out from there, the handrail would come into the foreground. It does not. There is nothing at that position that anyone could stand on.

I showed my wife. I have not shown the children.

Sorry for going on at length. There is no need to pass this on to the other parents.

Also, about sending it back — if it is needed I will send it any time, so please instruct me.

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2017/11/02 14:38 — Subject: Re: Re: Re: Re: Re: A photo I did not order was included

Thank you for your careful confirmation. We apologize once more for the anxiety this has caused you.

We have checked internally once more, but we have not been able to identify how the print in question came to be included with your order. We are very sorry that we cannot meet your expectations.

Accordingly, we would like to refund your order in full. We are sorry for the trouble, but please register your refund details through the form below.

Regarding the print in question, there is no need to send it to us. We are sorry to ask, but please dispose of it at your end.

We sincerely apologize for the inconvenience caused. We hope you will continue to use our service.

Customer Support
Hours: weekdays 10:00-17:00 (excluding weekends and public holidays)
* When replying, please do not change the subject line.

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2017/11/02 21:12 — Subject: Re: Re: Re: Re: Re: Re: A photo I did not order was included

Thank you for handling this.

The refund is not necessary. The photos arrived.

Regards.

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2017/11/09 10:00 — Subject: A request for your feedback on your inquiry

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Customer Support
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