Can someone advise me on this, please?
A buyer placed an order, I delivered it, it auto-completed. No comments, no revisions. Then I got contacted by someone from a new account (and a similar username) who said they were the original buyer from that first account who now can’t access that first account and hence can’t view and download the delivered order.
Both accounts are currently active, the order wasn’t canceled. On my side of things, everything’s great.
I told him to contact CS to get his first account back, he said “will do, thank you for your help” and disappeared for 2 days.
I contacted CS on my end to ask them if they can confirm it’s the same person and if so can they can give me a written permission to PM my delivery to this new account so the buyer gets it.
It’s a flyer for a sports event for little kids which I was paid a substantial sum for and I can’t see any malicious intent in the situation. Seems like the person genuinely lost account data for whatever reason.
CS told me they couldn’t confirm or deny it was the same person for confidentiality reasons and I was advised to only send the file to the account the order was placed from “to avoid confusion”. Which, I guess, is not an explicit “no”. Then they closed the ticket immediately after.
Would me sending the file to the new account be some kind of a violation? If yes, is there any other way I can get a file to them to avoid a cancellation 3 months down the line when they realize restoring the account access is too much of a hassle?