So now I'm going to make public here how Dovetail deals with customers when it comes to handling a cancellation. After I had problems paying with paypal in the Dovetail Shop at the end of March,where the order went through and was paid for but no code was transmitted. I made a request to cancel an order. This request was granted on April 1 and I received this email. Dear XXXXX Please note that your order XXXXXXX has been cancelled and a refund request has been initiated. Please also note that depending on your payment method, it may take up to 7 working days before you see the amount in your account. If you have any questions or need further assistance, please contact our customer service team. Thank you for being a valued member of the Dovetail Games community and have a great rest of your day. Best regards, The Dovetail Games Team Name and order number have been removed So far, so good. Nothing happened for a while, so on April 19 I wrote to customer service to ask what had happened to the cancellation and received this email. Hello XXXXX, Thank you for letting us know. We are sincerely sorry to hear that you have not received your refund yet. We can confirm that the refund was actioned from our side on 1st April 2021. However, all payments which go through the Dovetail Store are managed by our retail provider Scalefast. We will be escalating this issue to Scalefast immediately for further investigation. Due to their large customer base, they can be slow to respond, but we will update you as soon as we hear back. Until that time we will move your ticket into "In Progress". Please accept our apologies for the delay. Kind Regards, On April 27, I contacted the customer service again because still no refund had been made. This time I received this reply Hello XXXXXX, Thank you for getting back in contact. Please accept our sincere apologies for the excessive time you have been waiting for this refund. We have received confirmation that Scalefast is working on resolving the problem, but it appears to be a wider issue than initially expected. This is increasing the time taken to process each refund, but other customers have started to receive their refunds now. Since your last reply, we have been regularly chasing Scalefast for updates as we would like to provide you with the best service we can. Unfortunately, Scalefast has yet to provide a subsequent update. If you wish to dispute the payment via PayPal, you will need to continue all further communication through PayPal. We will be keeping you updated on any new developments and try to minimise any further delays. Kind Regards, Yesterday, May 4, I wrote to the customer service again and got the following reply. Hello XXXXX, Thank you for your reply. We are very sorry that this issue has not been resolved yet, and we understand that it is an excessive amount of time to wait. Unfortunately, we are unable to speed up the process as the financial aspect of your purchase on the Dovetail Store is handled exclusively by Scalefast. We only have limited visibility of the status of your purchase. However, our retail team has recently met with representatives from Scalefast to discuss recent shortcomings. Scalefast will be implementing an entirely new payment gateway in the next few weeks which will resolve any further problems. Additionally, they will are manually processing any outstanding refunds as quickly as they can. Please accept our apologies again for the extended delay, and we will keep you updated. Kind Regards, Over a month later, still no refund, but again the same excuse. With the best will in the world, no one can seriously believe such an excuse that a company does not manage to process a refund for over a month.