I online chat support off on July 4th?
-
I online chat support off on July 4th?
The blog I need help with is: (visible only to logged in users)
-
-
Hi there,
I’ve sent an email to the address associated with your account. Please let me know if you don’t receive it.
-
I received an email from WordPress.com in regarding to my account:
There was a problem with a recent payment on your WordPress.com site. The charge was disputed through your bank, credit card company, or PayPal and the original payment was reversed. When this happens, the transaction is reported as unauthorized or fraudulent, and we are fined $20 by our payment processor for each occurrence. While the charge is in dispute, posting to your site has been suspended.
The original purchase was for WordPress.com Premium on http://nanjiabieshu.wordpress.com.
If you no longer intend to use this on your site and would like a direct refund:
Please cancel the dispute on the payment through your bank or credit card, so that we have the option to refund the charge. While the dispute is active we do not have the option to issue a refund. If you prefer not to cancel the dispute or it is too late, you will be refunded once the payment provider has completed the dispute resolution, which can take up to 75 days.
If you would like to continue using your site:If the dispute was done recently, you might be able to cancel the dispute with your bank or PayPal. Once you’ve canceled the dispute, please let us know, and we’ll assist you in restoring your site and upgrade.
If you prefer not to cancel the dispute or it is too late, you will be refunded once the payment provider has completed the dispute resolution, which can take up to 75 days. In this case, a $20 fee must be paid if you’d like to restore publishing functionality to your site.You can restore posting capability to your site and continue using your upgrade by paying the $20 fee and re-purchasing WordPress.com Premium at this link:
https://wordpress.com/checkout/112696411/
If you prefer to continue using the site without any upgrades, you can pay for the $20 fee on its own instead.
If you have any questions about the dispute process, or if we can help further, please let us know. We also have more information on our support site:https://en.support.wordpress.com/payment/chargebacks/At this time, I have canceled my dispute with the bank. Please restore my site and upgrade.
Thanks.
Eugene
-
Hi there,
We will need to receive confirmation from your bank that the dispute has been cancelled before we are able to take any further action. I have set a follow up to check on your account in a few days, then I will reply to you again to confirm.
As you filed a dispute I can only assume that you want your money back? If so, do you want to cancel just your Premium Plan, or the Premium Plan and the domain, nanjiafangchan.com? Please let me know, then I can process the refund as soon as your bank confirms that the dispute has been cancelled.
-
It happend was, I made the purchase first. Then without the knowldge of my usage, my wife disputed the credit charge thinking it being a “fraud”.
After I cleared the matter with her, she went ahead to cancelled the dispute on July 2.
I am waiting for resuming my premium plan.
Eugene
-
I understand :)
We’re still waiting for a confirmation from the bank, but I’ll follow up again in a couple of days if we don’t hear anything.
-
We just verified today that the Bank of America indeed credited the charge of $99 back to WordPress.com.
Please have a look.
Thanks
Eugene
-
And no, you should NOT waiting for a confirmation from the bank. They will not send any notice to you. The bank has ALREADY credited the $99 back to WordPress.com.
At this time, wordpress.com has officially taken the charge of $99 premium plan fee. So my original premium plan should be resumed accordingly.
Eugene
-
-
And no, you should NOT waiting for a confirmation from the bank.
By filing a chargeback against us, whether intentional or not, you accused us of fraud. That is a serious allegation, and our policies on how we treat this situation is clearly outlined in our support documents and in the emails we sent you.
Chargebacks & DisputesAt this time, wordpress.com has officially taken the charge of $99 premium plan fee.
We have not. Your bank may have completed the charge on their end, but our payment provider is still processing the transaction and resolving the dispute. This takes a few days and we cannot take any action until the process completes.
The person from our payments department who can follow up on this for me will also only online later. When they come online I will ask them to check on the status of your dispute with our payment provider.
I need you to please be patient while we resolve this matter, as there are several parties involved, and both internal policies and legal guidelines we need to follow.
Keep in mind that had you not withdrawn the dispute your domain would have been cancelled and it could take up to 90 days to receive your refund. I’d say waiting a few days to have everything back the way it was is much more preferable by comparison, wouldn’t you?
Is there any one on your side I can call?
We do not have any phone support, but we have sent you two separate emails to try an resolve this matter privately. You chose to have the conversation in this public forum instead. You are welcome to still reply to the emails we sent you and we can continue helping you there if you prefer.
-
Sorry for my confusion. I should have not joked by using the word “fraud”, unintentionally hurting people’s feeling, lesson learnt.
Actually my wife disputed by mentioning she never made the purchase (it was the truth), unaware of my making purchase.
Thanks.
Eugene
-
As promised, I followed up with someone from our payments team and while we haven’t yet received confirmation that the dispute was cancelled, we decided to reactivate your upgrades so you should be able to use your site as normal again.
Let me know if I can help with anything else.
-
By the way, your email send indicates (email visible only to moderators and staff). So I took it literally not to reply the the email. Also clicking the Reply button attached to the email brought me to this forum. At this time this is the only channel available to me to respond.
Eugene
-
I also sent you an email from a different address. It looks like you might not have received that one. If that’s the case I apologise for my somewhat harsh tone earlier.
-
Sorry, one last thing: As the confirmation that the dispute has been resolved can take a while we’ll check on this again in about a month, at which time we’ll contact you if the matter is still pending. But hopefully everything will be resolved by then.
-
After cancelling the dispute, our bank statement clearly indicated the $99 was charged. In the following days, should you still not receive the payment credit, please let me know.
Another thing, your email always shows the sender as “donotreply”. For me to reply to the email directly, shouldn’t the sender be a specific name other than donotreply? Please clarify this issue to facilitate the future correspondence. I did not intent to discuss this issue on the forum at the first place.
Thanks.
Eugene
-
Another thing, your email always shows the sender as “donotreply”. For me to reply to the email directly, shouldn’t the sender be a specific name other than donotreply?
As I said, I had sent another email to you which would have been from a help@ email address, and signed with my name at the bottom. It sounds like you did not receive that email.
The donotreply email was an automated one sent by our system, not the one I sent to you mentioned in my first reply to this thread.
After cancelling the dispute, our bank statement clearly indicated the $99 was charged. In the following days, should you still not receive the payment credit, please let me know.
That means your bank authorised the transaction with our payment provider. But we only receive the payment once they resolve the dispute in their system, as I’ve already explained above. We have restored your upgrade in spite of the fact that this hasn’t happened yet, as we have no actual proof that you had cancelled the dispute, but we decided to trust you when you say that you have cancelled the dispute.
As I said, we’ll be in contact again in about a month should the dispute not be resolved by then, but otherwise there shouldn’t be any further problems.
-
Did your payment system receive the said payment?
Please update me on this issue. You may contact me directly via my registered email, so we can keep in touch privately instead of via this forum.
Thanks.
Eugene
-
Hi @fangchanjingji, we show that you now have an active Premium subscription and that you have paid, and the dispute was closed. Do you need more help?
- The topic ‘I online chat support off on July 4th?’ is closed to new replies.
WordPress.com Forums 