WordPress Upgrade
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There was an auto renewal on my account. The money was taken on February 23, 2017. I asked for a refund as I had wanted to cancel. Never got one, never heard back from anyone and now I have no access to the upgrade I paid for. I have been a paid member since March 25, 2016. Please explain why I have no access to something that has been paid for.
The blog I need help with is: (visible only to logged in users)
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Hi,
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Thank you.
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Hi there,
You filed a dispute with either PayPal or your bank back in February, so we have issued you a charge back fee at that time.
Can you please contact your bank or credit card company and ask them to cancel the dispute. If you’re able to do that and they haven’t refunded the charge yet, we’ll be able to remove the chargeback fee and issue you a refund which would take 7-10 business days. However, if the chargeback has already been completed, i.e. your bank is refunding you, then you will need to pay the fee to unlock your site and disputes can take a long time, so you could possible not receive your refund for up to 75 days. Please let me know if you’re able to cancel the dispute with your bank.
Your stats and your content are all safe. But because chargebacks are a very serious matter we lock any site with a pending chargeback until the matter is resolved – that is why you are unable to use that particular upgrade. You can find more information here:
Let me know if you have any questions. Thanks!
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I have contacted my bank and PayPal and neither of them has any disputes or claims open or closed. I don’t know how to resolve this from my end. Could you please have someone from whatever department it is that can look up and see where this chargeback is coming from? I have paid for a service I cannot use, actually having my page content withheld from me. I cannot use the site for my business because you have it locked and that takes away from my business. Please advise.
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Hi there,
You should’ve been refunded for the upgrade by your bank, once the dispute process was complete. You will still need to pay the $20 chargeback fee(s) to restore the site. In addition, since your original payment for the upgrade has been reversed, you will need to pay again for the upgrade via manual payment before we can restore it – assuming you still want the upgrade.
If you have not received payment, I would contact PayPal again and talk to them. Although it takes a long time for a refund when you place a chargeback, you should’ve received a refund by now since it’s been since February.
Because of the dispute, we ourselves cannot refund you for the charges because PayPal puts the transaction on hold. The only thing we can do on our end is restore your site functionality, which will happen once we receive the chargeback of $20 – the amount PayPal charged us when you filed the dispute.
Let me know if you have any questions. Thanks!
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I will look further into this and talk with the Payments team to make sure we know where the chargeback came from.
Thanks,
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Hey there,
I have talked with the Payments Team and emailed you what I found out. Please let me know if you do not see the email. Thanks!
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