Cant get online
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Yes, I am talking about http://supportatwork.net/ as the website still doesn’t work. In the message on the front page of that site, what should I do? It says that I need to upgrade my domain. Do I need to do this?
The blog I need help with is: (visible only to logged in users)
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We are still waiting for your response since I sent the request (see below) on 5th December. The website hasn’t worked since last October 2016. This is not good for the business.
“Yes, I am talking about http://supportatwork.net/ as the website still doesn’t work. In the message on the front page of that site, what should I do? It says that I need to upgrade my domain. Do I need to do this?”
Can I contact you directly by phone to fix the problem quickly?
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Hi there,
You never notified me in your original thread, https://en.forums.wordpress.com/topic/payment-328, that you have paid the chargeback fee. Instead, you kept creating new threads and NOT tagging them for staff, so we had no way of knowing that you have paid. This is a peer support forum. Unless you or a volunteer tags the thread for staff, we don’t see it.
You have paid the chargeback fee, but your original payment to us was still refunded, so you’ll need to buy a new Premium Plan before I’ll be able to restore your domain.
Please go to My Site ->Plans and add the Premium Plan WITHOUT adding a domain. After you’ve done that, reply in this thread to let me know and I can restore your domain. Please answer in this thread. If you start a new thread again I won’t see it.
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Hi there,
I would like to explain about the payments. We paid the premium plan on 10th August but it was refused due to the fraud transaction. It was refunded on 17th August and paid again on 12th September. Later the chargeback was paid on 11 October 2016. We do not need to pay the plan again as we have already paid on 12th September. -
Your renewal payment was made on 10 August. That payment did not fail, but it went through. You can see the receipt we issued for that payment in your billing history:
https://wordpress.com/me/purchases/billing/
On 27 August you filed a dispute against us. The payment from 10 August was refunded at the resolution of the dispute, so they money you paid for the Premium Plan was returned to you. There are no transactions in your account history for 17 August and we never refunded your original payment as you disputed the charge, you didn’t request a refund.
There are no further payments in your account except for the chargeback fee which was paid on 11 October. It’s not possible that you could have paid on 12 September, as at that point your site was suspended due to the chargeback. There are also no transactions in your billing history for that date, nor are there any transactions made with the credit card we have on file for you on that day.
If your credit card statement shows a payment with WPCHRG.COM as reference on 12 September 2016, let me know and I can ask our billing department to investigate further, but the dates you provide do not match any transactions in our records.
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Hi there,
I have spoken to the bank. The bank confirmed that we did pay the premium plan on 10 August 2016. The authorisation code is 199155 so please can you confirm that you have received the payment? The payment was made on 10th August 2016 and was charged on our account on 11th August so it is still valid according to our records. The money was not withdrawn. We paid a further payment of £15 chargeback as requested by yourselves. As a result of this, we would have thought it would have ben resolved. The website has not been live for 4 months. I would like this resolved as soon as possible. Your technical support is not very forthcoming with solutions. -
Your technical support is not very forthcoming with solutions.
Chargebacks are not simple. When you filed the chargeback, whether intentional or not, you accused us of committing fraud, which means a whole bunch of legal and regulatory issues come into play. So the options for solutions are limited. Until we receive confirmation from PayPal that a dispute has been closed we literally cannot touch that money, not to refund it, nor to do anything else with it.
As it is, I see we received notification from PayPal that the dispute was closed in our favour, i.e. that you were not refunded, only on Friday. Up until then everything indicated that you had been refunded.
I see that someone from our payments team emailed you when we received that notification, and have already restored your upgrades so everything should be working again now.
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i has taken 3 months to restore. I did not pay via paypal. again your information is incorrect. I am dismayed by your comment at the start regarding the threads being created. this is because I was being sent to an open forum. your technical support is not supportive at all and it has taken 3 months to resolve it. Maybe if once of your team had checked with your finance back when I raised the issue, then I wouldn’t have waited so long. I wouldn’t have raised it for no reason.
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Maybe if once of your team had checked with your finance back when I raised the issue, then I wouldn’t have waited so long.
Back when you raised the issue the chargeback was still active. We received the notification from PayPal only on 16 December, and refunded you immediately when we did. That’s how long chargebacks take.
Had you contacted us at the start to request a refund we would have been able to help you instantly. But when you chose to file a dispute against us instead you started a legal process, and those take as long as they take. I realise this is frustrating, but we don’t control that.
I did not pay via paypal. again your information is incorrect.
All payments on WordPress.com are processed via PayPal, even if you pay directly by card, and when you filed the dispute it was sent to them to resolve.
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