ID app doesn't work and Customer Service can't help
I tried to order with this pharmacy but then encountered their apparently impossible ID verification procedure. This does not appear until AFTER they have your full details including payment. You are asked to provide your passport and a selfie, which seems fair enough. I did my passport in good light and it was accepted. I could see the image and it was perfectly clear. I then took a selfie in good natural light, and this was accepted. I then received an email saying I hadn't verified my ID, so I did the entire thing again. Once again everything was clear and accepted by the system. But... The site said I hadn't verified my ID. I contacted Customer Service who told me to ensure I took the photo in good light (I did), that my ID was current (it was), that my camera was not dirty (it's not) and that my ID matched my account details (it did). I tried for a third time, and once again the system said it was accepted but my account said it wasn't. I contacted Customer Services AGAIN and again received no help whatsoever other than a repeat of the same advice I'd received previously that didn't work. After trying a FOURTH time without success, I gave up, cancelled my order, and placed an order with a different pharmacy that was dispatched within two hours of placing the order. I have managed to electronically verify my ID on Persona and on my banking apps with no problem at all, so I have no idea what the third party system this company uses actually does.
In short, this is a long, tedious, and frustrating site that cannot help you if anything goes wrong. Better pharmacies are available.
Antwort von Seemenopause | Your online menopause expert
Dear Ms. JD
Thank you for sharing your experience. We’re truly sorry to hear how discouraging this process was for you.
Our identity verification is handled by the third-party provider Checkin to meet strict safety and regulatory requirements. In general, your account should display the reason why a verification was not successful, allowing you to adjust and try again. We can confirm that this feature is currently working, and most customers are able to complete their verification without issues.
That said, we recognize that in your case this did not provide the clarity or resolution you needed, and we’re sorry if you felt that our support did not offer more tailored guidance at the time. We truly appreciate your feedback, as it helps us improve both the process and the support around it.
If you would consider trying our platform again in the future, we would be more than happy to assist you personally to ensure a smoother experience.
Kind regards,
Customer Service - SeeMe-nopause