Paid but never received my site upgrade

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  sara54580 · Member · Jul 7, 2020 at 11:54 am

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  I went through checkout and Paid via PayPal, the transaction went through but the upgrade on WordPress did not. So now I have paid but got no upgrade. I have opened a dispute with PayPal because there does not seem to be any customer support I can access as I technically have not upgraded to get live chat support. Hopefully, this will be resolved sooner rather than later. All the more reason to pay for stuff with PayPal, you can get your money back when stuff like this happens.

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  supernovia · Staff · Jul 8, 2020 at 12:26 am

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  Hi @sara54580, thanks for reporting this. You have reached support. We can sort this out with the billing team. Would you like to go ahead and cancel the dispute so we have some options to work with on our end, or would you like to wait until PayPal resolves it on their end?

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  sara54580 · Member · Jul 8, 2020 at 4:32 am

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  Hi, Yes I am happy to cancel the dispute. If I could just get a refund, I will go through the check out again because I also want to make some changes to the purchase.

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  sara54580 · Member · Jul 8, 2020 at 4:34 am

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  I have cancelled the dispute.

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  kokkieh · Staff · Jul 8, 2020 at 7:40 am

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  Thanks. It looks like you have a couple support tickets open with our billing support team as well, so they’ll follow up with you there directly via email, hopefully later today.

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  sara54580 · Member · Jul 8, 2020 at 7:58 am

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  No, I don’t have any support tickets open. How could I when there is no direct way to contact support without having an upgrade. You must have checked the wrong person, I doubt they will be in touch with me if this complaint has not been submitted.

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  kokkieh · Staff · Jul 8, 2020 at 8:13 am

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  There are two open support tickets in our billing support queue for the sara54580 account you’re using to post here. I didn’t say you opened them. I said they existed – they were created automatically due to a problem with your purchase, and that’s where our billing team will follow up with you.

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  sara54580 · Member · Jul 8, 2020 at 8:23 am

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  oh okay sorry. I completely misunderstood. Thanks for your help :)

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  kokkieh · Staff · Jul 8, 2020 at 10:26 am

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  No worries :) Hopefully you’ll hear from them soon so they can help you sort this out.

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  kokkieh · Staff · Jul 8, 2020 at 2:58 pm

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  Okay, our billing team has looked into this, and have refunded the payment – as this payment was via PayPal you might already see the refund in your account on their end.

  If you want to try upgrading again and it again doesn’t add the plan correctly, please let us know right away.

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  sara54580 · Member · Jul 8, 2020 at 2:59 pm

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  Thank you