This customer was double booked with us and another broker. She set up her order with us and signed the contracts authorizing us to dispatch the order to a driver and to run the deposit on her credit card. Our contracts clearly state that the deposit is NON-refundable during window of pick up and the customer cancelled within our terms. She did not cancel 7 days prior to pick up, she cancelled within the pickup dates. The customer signed the contracts and is now claiming we are stealing her money while she was booked with two different brokers and obviously has to dispute with one of us. If you look at our ratings, we are a honest company, but we cant do anything when customers book orders with different brokers and end up making someone waste their time working on the order.