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  aasavrit · Member · Feb 12, 2018 at 11:30 pm

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  I would like to request a refund asap.

  The blog I need help with is: (visible only to logged in users)

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  ismaeliea · Member · Feb 13, 2018 at 12:26 am

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  Hi there!

  Sure! No worries! I’ll tag this as Modlook, so that staff could check your account, and help you further, with your refund.

  Please keep note, to not post any credit/debit card details, transaction ID’s, etc, as this is a public forum, and is indexed by google.

  Helpful links:

  — Refunds

  Cheers :)

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  kokkieh · Staff · Feb 13, 2018 at 7:15 am

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  Hi there,

  We offer a full refund on all upgrades if you contact us within 30 days, but in this case it appears that you also disputed the charge with your bank about ten days ago rather than asking us for a refund. When you dispute a charge you are essentially accusing us of fraud, and the payment is frozen pending an investigation. Additionally, your site is locked pending payment of a chargeback fee. You can read our full policy here:

  Chargebacks & Disputes

  If you are willing to cancel the dispute with your bank we might still be able to refund you ourselves. Otherwise you will need to wait for our payment processor to complete their investigation, which could take eight to twelve weeks.

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  aasavrit · Member · Feb 21, 2018 at 12:42 am

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  Hi!
  The reason I disputed the charge was because it doesn’t mention what the charge is for in the invoice… once I figured that out, I cancelled the dispute immediately. And requested for a refund.

  Please let me know if you are still able to make the refund.

  Thanks,

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  kokkieh · Staff · Feb 21, 2018 at 8:02 am

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  it doesn’t mention what the charge is for in the invoice

  So you received our emailed receipt? Why didn’t you just reply to the email and ask us instead? Receipts are sent from our support email address for exactly this purpose.

  The receipt should also show both the upgrade and the address of the site for which it was bought.

  I cancelled the dispute immediately. And requested for a refund.

  It appears that in this case the dispute was actually closed before you were able to withdraw it, but it was closed in our favour and I’ve now refunded your payment and removed the Premium Plan and domain from your account.

  Please let me know if I can help with anything else.

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  aasavrit · Member · Feb 21, 2018 at 8:05 am

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  Hello! Thanks a lot for your help.
  I guess the confusion was caused because I got the invoice from PayPal on another email account and the receipt for the purpose on my domain account.

  Thanks for the prompt resolution.
  Aasavri

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  kokkieh · Staff · Feb 21, 2018 at 8:11 am

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  Ah, okay. Thanks for clarifying!

  Happy to help :)