"When I have massive orders to get out, I can not spend full days on 1 customer. " Err, no offense, but if my credit card got hit with $3,500+ in erroneous credit card charges, you can be sure that I would call American Express, and that they in turn would force you to spend as much time as necessary to repair the problem. I understand that you may feel overwhelmed at times, but if a customer has a problem with being overcharged $3500, it had better become a top priority. If it's her fault, that's her problem yes, but you are still at a disadvantage here, since the adage "the customer is always right" will ruin far more in sales than the $3500 in dispute. If I hadn't already purchased P5, I would be hesitant to buy it after reading this and seeing only part of the story. This isn't because of any empathy for the customer (hell, for all I know she did hit the damned "submit" button 10 times over), but because of your response that if I were to come across a problem, I'd be told that CL can't afford to spend all that much time fixing any problems I have. Now, if that's your response to purchasing problems, then how do you think I would assume your tech support worked? Or warranty service? or ...? Ugh. Like I said, no offense, but you were indeed right when you said that "despite better judgement"... because you may have indeed caused mroe harm than good. /P