How do I request a refund on an auto renew?

  • Unknown's avatar
    rudylarue · Member ·

    My site plan auto renewed yesterday and I tried to dispute it with Paypal, they have since come back to say that the charge was pre authorised. How do I request a refund on this? How do I got about stopping this from happening in the future?

  • kokkieh · Staff ·

    Hi there,

    You can cancel a renewal at any time from the purchases page, and if you cancel during the refund period that will also automatically issue a refund. You can also disable auto-renew at any time, or contact support and we’d be happy to help you cancel, refund or disable autorenew on any upgrade.

    Manage Your Purchases

    But because you’ve already disputed the charge, our hands are tied at the moment. When you dispute a charge in this way, you are essentially accusing us of fraud, and the transaction is frozen pending an investigation by the payment processor, in this case, PayPal. Until they notify us that the dispute has been closed in our favour, or withdrawn by the customer, we have no way to refund the payment.

    Additionally your site is locked pending payment of a chargeback fee. You can see our full policy in this regard here:

    Chargebacks and Disputes

    I just checked your account, and we have not yet received a notification from PayPal that the dispute has been closed, so at this stage there’s nothing more I can do. Once we do receive that notification from them, we’ll be able to refund the charge, but that can sometimes take several weeks.

    Once our billing support team receives the notification that the dispute has been closed in our favour, they will then be able to issue your refund. At that point they will most likely also remove the lock on your site.

    Let me know if you have any questions about this.

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