This is a situation that we deeply regret, have remedied (by processing the refund 2 different ways as soon as the problem was brought to our attention), and apologized for. I have continued to look into this situation and I have discovered that the mistake made was mine. I was using the messaging function within the refund process of our online booking program to communicate and process the cancellation / refund. We received confirmation that the cancellation was processed, but I was unaware that the refund of payment was not processed and remained as "store credit". This also meant that my message was not sent as it was part of the refund receipt. When the customer called and spoke to one of our staff members, he immediately alerted me, and took the pro-active stance of sending a refund payment through an online service while I went back and found the store credit in the cancellation and refunded the original charge. The result of both of us responding was that the payment was actually refunded twice - or so we thought. A desire to ensure that we had properly addressed this whole mess led me to re-check our system today and I found that the store credit remained. So I called the booking company and they explained that since we hadn't received any bookings on the day(s) that the refund was processed, their system automatically converted the charge to store credit. This was done without notifying us or the customer. Apparently they have not developed the capability to process a refund without booking funds from that specific day to withdraw from. This is not a problem that we have encountered in the past, but it is a major flaw in the system, and one that we are now aware of and are remedying by switching to a different booking services provider. I am not trying to pass the buck. I am the one who chose the system that we used, and this is a function that I did not have the foresight to ask about. It seems to me like the type of thing that would be obviously inherent in the functionality of an online booking system. But it's my fault that we were not aware of the problem. I sincerely regret that your experience was so horrible, and I give you my word that this is not representative of our business and how we operate. You have every right to be indignant and angry. I would be too. I apologize that in a time when so much is chaotic and uncertain in the world that we contributed additional stress to your life. Our mission is to do exactly the opposite. Sincerely, Dave Burden SouthEast Expeditions