Plan Was Refunded

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  apexofmen · Member · Oct 28, 2018 at 5:10 am

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  It says my plan payment was refunded but I didn’t refund it nor was my payment redacted by the company. I tried to repurchase the plan but now it says my domain is no longer available. Was I hacked or something?

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

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  neelgajjar · Member · Oct 28, 2018 at 6:02 am

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  I’ve tagged this thread with modlook to bring it to the attention of a member of staff. They should be able to check the logs to see what’s happening.

  Please keep patience while someone from support staff gets back to you.

  Thanks!

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  kokkieh · Staff · Oct 29, 2018 at 8:18 am

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  Hi there,

  We received a chargeback on your recent purchase on 27 October. That means your bank asked our payment processor to return the payment to them after it was reported as fraudulent. Are you saying you did not report this payment as fraud to your bank? If so, you’ll need to contact your bank directly to find out what’s going on. It’s possible they flagged the payment as suspicious on their end and filed a chargeback without informing you.

  When we receive a dispute on a payment like this we remove all upgrades on the account and lock the site pending an investigation. Your domain has not been cancelled, and is still registered with us, which is why you can’t buy it again. But it’s removed from your account until the dispute is resolved.

  It looks like the chargeback might already be cancelled, but I’m checking with our billing team to make sure. Once they confirm I’ll let you know the next steps for getting your domain reactivated.

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  kokkieh · Staff · Oct 29, 2018 at 9:20 am

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  Me again :)

  Our billing team has confirmed that the chargeback has been closed already, but it was closed in your favour, so your bank will be refunding the payment to you. We don’t have control over when exactly they’ll do that.

  So before I can restore your domain to your account you’ll need to pay for it again. The simplest way is to just re-purchase your plan at My Site ->Plans, but don’t add a domain. Once you’ve bought the plan, please reply here to let me know and I can reactivate the domain for you.