Refund frustration
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I had cancelled renewal on my account but you renewed my subscription on Nov 5 of this year for £100.80 which I was unaware of until the following month. I did not authorise this and cannot afford it. I did not build a site here so hosting was not being used as I decided to build the site elsewhere. This site is for my own autism charity initiative.
One of your ‘happiness engineers’ told me I could not have a refund and then stopped replying. I’ve been using WordPress since 2003 (.org) and have had dozens of .self-hosted WordPress.org and WordPress.com websites. I am very disappointed at how hard it is to contact you and how unhelpful you are. Good customer service goes beyond giving yourself a whimsical job title. As a single parent with an autistic child that was part of the tech layoffs I can’t afford to let this slide. Please refund me.
The blog I need help with is: (visible only to logged in users)
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I am very disappointed in the lack of support as well. “PLEASE UPGRADE TO A NEW PLAN” because apparently support is only guaranteed in the business or expert or whatever plans?! come on! you took our money, we deserve the support.
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Before your plan renewed, you received several emails to inform you for the upcoming renewal. All of our plans are on autorenewal so the charge was authorised.
Support is available for all our plans so there is no need to upgrade as you think.
As the Staff member stated, you were way over our refund periods – https://wordpress.com/support/refunds/#refund-periods
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what about me? Because I can’t get any amount of support and in my case I am only trying to get a renewal I did myself i made a mistake on. I accidentally renewed for domain registration a year (and I just got my first year, so totally unneeded right now) when I meant to renew the monthly plan. Can’t get anyone’s attention on that. All the faqs say someone’s available to help, but in reality your email submission form doesn’t accept any emails and all the faqs lead nowhere.
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Please note that domain registration renewals can’t be undone. You’re still within the refund period for the domain. If you want to cancel the domain and get a refund, you can follow the instructions here:
If you no longer wish to own your domain, this guide will show you how to remove it. Cancel a Domain Name Canceling a domain registration means: You are giving up the right to use that domain. Your site will no longer be accessible at that address. Your site content will not be deleted. Visit our Delete a Website guide to learn how. The domain can be lost permanently. YouIf you want to keep the domain, it’s not possible to reverse the renewal. I see that you renewed the domain for one more year, so the new expiry date of the domain is December 2025 (December next year).
Feel free to let us know if you have more questions.
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“all our plans” do you work for WordPress.com? Can a staff member please respond. I did not receive any emails as this was an email account setup for an Autism charity I was starting. I set the account not to auto renew.
You have refunded other users in this forum in the same situation that stated they disabled auto renew. Why are you treating my case differently? I can share links
Also, the design is a dark pattern, it could be MUCH clearer that the account will renew with a prominent primary action button asking users to opt in to auto renewing not setting this as a default or failing that displaying this more prominently (as someone with over 25 years experience in product design working for companies including Google, Facebook, etc.) Obviously the WP fanboys and fangirls will blame the user as is often the case with poor UIs.
Also, as the previous user mentioned ALL users should receive the same level of support.
PLEASE LET ME KNOW WHAT NEXT STEPS I NEED TO TAKE TO RECEIVE MY REFUND, AS YOU HAVE PROVIDED TO OTHER USERS ON THIS FORUM. I HAVE NOT USED YOUR SERVICE SO I WILL NOT BE LETTING YOU KEEP MORE THAN £100. I HAVE RAISED A DISPUTE WITH PAYPAL WHICH YOU WILL NO DOUBT ASK ME TO CANCEL. TWITTER WILL BE THE NEXT CHANNEL. CAN A STAFF MEMBER PLEASE RESPOND.
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By raising a dispute you blocked the situation for up to 80 days and you have to pay a dispute fee – https://wordpress.com/support/payment/chargebacks/#chargebacks
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Not if using PayPal Pro or in this scenario: The Standard Dispute Fee will be waived for Enquiries in the PayPal Resolution Centre that aren’t escalated to a claim, those that are resolved amicably between the buyer and the seller, or those filed to PayPal directly as an Unauthorised transaction. Please do research before posting.
CAN A STAFF MEMBER PLEASE RESPOND TO MY POST ABOVE.
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WordPress.com refunded me. Thanks. It is good to see there is still some ethics in place.
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Hi @appsforautism2022, glad we could help.
We have more info on disputes here (same link our community member @staartmees shared) including info on the fee. But if you can cancel the dispute, we can often help with a refund.
Take care for now!
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