Refund Process not Working

  • Unknown's avatar
    missnickinoff · Member ·

    Hi, I followed the instructions on this link, sourced from the help/contact us box after searching for “refund”:
    https://wordpress.com/support/manage-purchases/

    After clicking on Manage Purchases, there is no option to do anything.

    Can you please close my entire account and refund the payment you took on 26/12. Can you please advise via email when this has been actioned.

    Thanks.

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

  • kokkieh · Staff ·

    Hi there,

    We offer a full refund on all upgrades if you contact us within 30 days, but in this case it appears that you also disputed the charge with your bank already on 29 December. When you dispute a charge you are essentially accusing us of fraud, and the payment is frozen pending an investigation. Additionally, your site is locked pending payment of a chargeback fee. That is why you don’t see any upgrades on the Purchases page.

    You can read our full policy here:

    Chargebacks & Disputes

    If you are willing to cancel the dispute with your bank we might still be able to refund you ourselves. Otherwise you will need to wait for our payment processor to complete their investigation, which could take eight to twelve weeks.

    It will not be possible to completely close this account until the chargeback is either cancelled, or the chargeback fee paid.

  • Unknown's avatar
    missnickinoff · Member ·

    Hi, I have cancelled the dispute, and this was confirmed to me by email by the service I made the payment through to you. If you would like me to send you a screenshot of this in a non-public environment, I can do so.

    The confirmation was received about 6 hours prior to your post, so perhaps this hasn’t come thruogh on your end yet. Can you please advise me what the status is of my request for a refund? Thank you.

  • supernovia · Staff ·

    Thank you. We can see it’s resolved now, and have initiated a refund for you. It will be processed shortly.

    I’d recommend keeping the account open until you see the refund on your statement, just in case you need any assistance from us. Depending on your bank, you may see the refund right away, or it may take ~10 business days.

    Once you’re satisfied, though, here’s how you can close the account:

    Close Your Account

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