Bliss Lounge

Complaint: [redacted] I am rejecting this response because:This is totally unacceptable.To be simple, I want the result, I want you claimedfunction/features workFrom Volusion’s answer, they are saying they don’t care the product/serviceswork or not, but they must take moneyI want to ask Volusion the question, when you claim yourfunction/features to potential customers, do you mean “we just provide theproduct and take your money, it is not our responsibility if they don’t work”.Volusion didn’t answer my question up to two weeks, theycouldn’t solve the problem finally, they suggest me to use third party service,this is unacceptable either Regarding merchant service.First I never received any notices Volusion said on12/17/14, 01/19/15, 01/28/15, etcIf Volusion really cares about theircustomers, the contact should not be limited by mail, I can be contacted byother ways, email, phoneSecond, on Feb 2015, I asked my bank help me to take allthose invalid chargeback back, but no result until todayCan I believe thosechargeback by Volusion/ [redacted] be paid back even I received those noticelike Volusion saidThird, even contract mentioned “ ”, that’s not meanVolusion and its partner don’t need provide service, as I said there is 0.1%chargeback rate in other places, but in Voluison, it is 50%, the so big difference,because other merchant service providers give merchants dispute opportunityfirst, they won’t take merchant money without notifying them review relatedtransactionsWe all know that consuming promotes economy development,consumer benefits are highly protected in our countryVoluison is not going to compensate me, this means they arenot going to improve their product, more other consumers would be damaged.They are not responsible for all stakeholders, this istotally unacceptable Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The contract was a bait-and-switch technique I didn't receive full information from the sales representative The cancellation terms are linked to in the contract, they aren't actually IN the contract (it's not stated in Terms and Termination as you say, it's only alluded to) It is obviously written this way to take advantage of people If it was upfront information, this wouldn't have been a problem It is deceitful, and Volusion claims they aren't responsible This is bad business, and Volusion should not be part of the Revdex.com Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This company Volusion.com , is trying to get me agree with their "terms of agreement" to close my account - if I do so,it would ENFORCE their fraudulent term agreement rule,that they cannot refund my full payment(I do NOT agree to their terms - and they now refuse to close my account because of my refusal to honor this agreement.[ If I cancel my account by agreeing to their Terms of Agreement - I would forfeiting my right to a refund as stipulated in those termsThis is fraudulent bad business]7-28- Regards, [redacted]

To address the issue of payment processing, the Merchant can refer to their Volusion payment processing applicationIn this application received via email the Merchant will find that they entered into an agreement with Volusion and Global PaymentsPage of the application lists all of the fees for the credit card processing services, as well as, the link to the terms and conditionsThe Merchant signed the application beneath the following statement: “By your signature below on behalf of Merchant, you certify that all information provided in this Merchant Application is true and accurate and you authorize Global Direct, and Global Direct on Member's behalf, to initiate debit entries to Merchant's checking account(s) in accordance with the Card Services Terms and Conditions.” (See attached document) The Merchant can visit our terms and conditions at any time at http://www.volusion.com/legal/merchant-services If the Merchant needs a copy of their agreement, we’re happy to send it via email as well.With regard to the SSL certificate it's important to note that it is a requirement when using Volusion payment processing and that information is stated on the webpage for the Volusion payments services via the FAQ section:"Do I need an SSL in order to be approved for a merchant account with Volusion Payments?YesAll websites using Volusion Credit Card Processing are required to have a SSL certificate with a minimum 128-bit encryption for all credit card information." (https://www.volusion.com/ecommerce-credit-card-processing)As the customer has paid for the SSL, we are happy to send them the certificate so that they can take it to use with another hosting platform

In reviewing the account, the last communication we had with the merchant prior to June was in March of 2013, when the merchant purchased an SSL certificate and replied to a ticket Upon purchasing hosting services, the merchant agreed to Volusion's Terms and Conditions, which can be found at http://www.volusion.com/legal Under the Fees & Payment section, merchants are advised of the following: “To cancel your account, you must follow the procedure in Section To ensure that you are not billed for another month of service, you must cancel your account before your billing cycle due date.” If the merchant scrolls down to section 18, the following is stated: “You may terminate your right to access and use the Service - only by logging in to customercare.volusion.com and following the instructions availableForsecurity reasons, Volusion requires that you authenticate any cancellation, including paying the stated termination fee where applicable (i.eMerchant Services, etc.)Failure to do so will result in the cancellation request not being processed and you will be liable for all recurring fees until such authentication is complete.”As the merchant agreed to the Terms and Conditions for both the hosting and payment processing services, and the merchant did not submit the hosting cancellationvia the required URL or submit the required written request to cancel the payment processing services, the services were made available and the fees for resources used were assessed For these reasons, we are unable to offer any type of compensation

In response to the issue of recurring charges for the account, there is nothing pending as the merchant has properly canceled both the payment processing account and the hosting plan now The merchant submitted a day notice to cancel the Volusion payment processing account on 03/13/ The cancellation was processed on 04/18/ This merchant was charged $for the early termination fee for canceling before the three year term had ended on 04/22/ The merchant cancelled their hosting plan on 5/5/The cancellation was effective based on the billing cycle’s end date of 5/18/The website was stopped/shut down on 5/18/No further billing will be had for the payment processing or hosting plan

Complaint: [redacted] I am rejecting this response because:The message sent to us was seconds long and did not contain any information/conversation Regards, [redacted]

It isn't possible for us to obtain the copy of the reminder email that the customer's mail host's server may or may not have received from us because we have no access to or control over that serverThis is something the customer would have to request from the mail hostAnd in any event, it was just a courtesy reminder of the important aspects of the terms of the Volusion Select bundle purchaseIt was in no way required by our original agreementAs previously stated, the purchase from April of (order ID # 1800960) for which the customer provided an invoice is a separate purchase from the one in question that included Fraud Score, from April of (order ID # [redacted] -- invoice attached)The April purchase isn't relevant to this caseThe relevant April purchase was made from this [redacted] Also as previously stated, we received the customer's permission for the currently-disputed charges when she agreed to the Terms of Service upon purchase in April of We stand by our original response in all respects

When signing up for merchant services, the Merchant signed a Merchant Agreement and can obtain a copy of her Merchant Agreement signed by contacting our Payment Processing Team at [redacted] or at [redacted] (option 3, option 2)To access the Terms and Conditions that were agreed to, please refer to the following link: https://www.volusion.com/legal/merchant-services Volusion’s Terms and Condition, with specific attention to the following sections listed below, cover a Merchant’s obligations and liability, offer further information regarding why a reserve account may be established, and indicate information and steps concerning canceling merchant services: PAYMENT, CHARGES AND FEESINDEMNITYTERM AND TERMINATIONRETURNED ITEMS/CHARGEBACKSRESERVE ACCOUNTEXCHANGE OF INFORMATIONThe Merchant can contact our Risk Management Team at [redacted] to discuss the release time period for the current funds in reserveOn 10/05/2016, the Merchant submitted a request to cancel the Volusion Payments Account in writing ticket/emailThe Merchant should be aware that even if she had submitted her cancellation prior to this date, she would have assessed fees in October for September due to a recent chargeback initiated by her customer Per the sections in the Terms and Conditions referenced above, we are unable to offer a waiver or refund of any fees

Complaint: [redacted] I am rejecting this response because:I no longer have access to the support section of my account where the request was placed I have no way to retrieve it Volusion is charging me for services not rendered This is theft Regards, [redacted] ***

We sincerely apologize for any frustration causedIn reviewing this customer's account we were able to see they reached out on July 26th via email requesting to cancelThe same day a reply was sent from an account manager with full cancellation instructionsAll that is required in order to cancel is for the customer to submit the online cancellation form at [redacted] Once that comes in we'd be happy to process the cancellation and provide a full refundAnother reply will be sent today with cancellation instructions and only need for the customer to let us know when it has been submittedWith regard to support assistance we do have records of the help that was provided on several occasions (7/12, 7/17, 7/25,)We apologize for any frustration caused during these interactions but do show that solutions were reached at the time of the each email and call Again, we're very sorry for the negative experience and only ask for the customer to complete the required cancellation process in order to obtain a full refund

To apply for a payment processing account, a merchant is required to read, fill out, and sign an application that advises it’s a contract for service While this merchant may have chosen not to read the contract they electronically signed on 10/06/15, it’s binding and the merchant is held to the terms they agreed if and once they’re approved There are several items a merchant must complete before the account can be approved and a merchant can take their store live This merchant was provided a list of the items they had yet to complete on 10/07/including providing a bank document showing their account number, approving the SSL so their customers’ credit cards are kept secure, and adding contact information, as well as, their refund policy on their website This merchant completed everything and provided bank documentation on 10/19/and her account was setup and approved that dayOn 11/12/15, we sent notification to this merchant that our processor was unable to debit processing fees from their bank account with the reason of invalid account number We explained to the merchant that the bank document she sent to us during the application process didn’t list a routing number and that we needed a voided check or bank letter that lists this information and asked that she sign the direct deposit change request form we sent her This didn’t interrupt the merchant’s ability to accept orders In fact, if the merchant had processed orders in the meantime, the funds from their sales would have covered the balance and the account would’ve remained open However, the merchant didn’t send the documents and didn’t capture any sales between 10/19/and 11/20/and the payment processing account was closed on 11/20/due to the past due balance Once a payment processing account is closed, we require payment to be mailed in the form of a cashier’s check or money order so that we have the payment immediately since a debit via electronic funds transfer takes at least business days to clear Notification was sent to this merchant via email that the payment processing account was canceled on 11/20/due to a past due balance Since we made this merchant aware that the account was closed and they chose to attempt to process credit card orders when there was no longer service, funds were never moved from customers’ credit cards to fund to the merchant No funds are owed to this merchant since they chose not to provide the necessary documents to update the bank account before the payment processing account was closed

In reviewing the account, we can verify that the merchant requested to cancel the Volusion payment processing account on 06/06/ The debit in June was for services rendered in May, so we are unable to offer a refund of that fee We do see that our processor, Global Payments, attempted a debit this month for June We have reached out to our payment processor, Global Payments, and advised that that balance will be waived, as cancellation was requested on 06/06/15.No requests to cancel any of the services were submitted in either verbal or written form prior to 06/06/ The hosting account, which was a separate service providing access to build and run the online store, was closed on 02/21/ As a request to cancel payment processing services was not submitted, the account remained open and has been billed for resources utilized Cancellation requirements for the payment processing account may be found in the Terms and Conditions to which the merchant agreed by signing the contract for the payment processing service The Terms can be found by visiting [redacted]

Complaint: [redacted] I am rejecting this response because:Up until our contact with them requesting cancellation we would receive an e-mail invoice each monthAfter my husband spoke to them regarding cancellation of all services those e-mails stopped coming, and yet they apparently kept charging our credit card, at that point without our knowledge or permissionI consider that an extremely shady business practice, bordering on an illegal business practice Regards, [redacted]

The call this Merchant had with Volusion in October was listened to before [redacted] reached out to the Merchant via ticket We are sorry if this was not made clear in her replies It was confirmed that this Merchant was frustrated on the call because she stated her Sales Representative told her it would take only two days to process and fund sales [redacted] explained that we would not be able to speed up our processing time to be less than business days and explained how an eCommerce Merchant Account works and that a gateway and processer were required to process credit cards online [redacted] stated she had be sending an email with information and explained that as long as the Merchant cancels within the day grace period, the $early termination fee wouldn’t be assessed [redacted] also confirmed that no fees had been assessed for the service Since this Merchant didn’t submit a cancellation per the contract she signed, the account remained open and the minimums were charged to cover costs for resources used Attached is page from this Merchant’s contract where she electronically signed agreeing to our terms, which can be found at any time by visiting [redacted] * The paragraph titled TERM AND TERMINATION states merchants are required to submit written request to cancel the binding contract Debit from the approved bank account on file is the only form of payment currently accepted to debit fees for this serviceThis is to allow complete transparency with regard to what is billed each monthIn addition, a paper statement is mailed to the Merchant explaining what is being chargedSince this Merchant did not submit cancellation or contact us to inquire about the charge on her bank statement or the fees that appeared on her paper statement, we are unable to offer any type of refundAs a one-time courtesy, the $ early termination fee has been waived

We are sorry that this merchant experienced frustrations with Volusion's service.Regarding the hosting account fees: Hosting fees are assessed monthly in order to give the merchant access to the Volusion shopping cart software and to ensure that the customer’s site has a spot on Volusion’s servers The fees are not contingent upon whether the merchant actually builds a site or brings a site "live" In reviewing this merchant’s account, we can confirm that all of his inquiries via ticket/email were answered in a timely manner As access to the shopping cart software was provided, and the account was held on Volusion’s servers, we are unable to offer any compensation for the monthly hosting fees.Regarding the Merchant Account: A Merchant Account gives the merchant the ability to process credit cards It is the merchant’s responsibility to review orders and confirm their legitimacy before capturing funds and shipping product This information is stated within the contract signed by the merchant, as well as in the email that was sent to the merchant when the account was approved Included in the welcome email was a link to our Online Credit Card Fraud Prevention Guide The chargebacks the merchant received from cardholders were all due to fraud The Online Credit Card Fraud Prevention Guide lists circumstances to watch for in order to prevent processing fraudulent orders These circumstances include: orders which don't have a billing address match, IP address match, CVVmatch, etc The Guide advises against capturing charges or shipping products on orders containing any of these "red flags", as merchants are liable for chargebacks on those orders While the chargeback amount is debited at the time of the dispute, merchants are given the opportunity to dispute all chargebacks received Notices were mailed to the merchant on 12/17/14, 01/19/15, 01/28/15, 02/01/15, 02/02/15, 02/23/15, 03/04/15, 03/05/15, and 04/15/In order to dispute the chargebacks, the merchant would need to complete the form that was mailed and provide screen shots or printouts showing proof that there was a billing address match and signed proof of delivery to that address In reviewing the account, we were unable to locate a dispute from the merchantThe Terms of the Merchant Account contract include the following information concerning chargebacks: “If a cardholder disputes any transaction, if a transaction is charged back for any reason by the card issuing institution, or if [redacted] or Member has any reason to believe an indebtedness previouslypurchased is questionable, not genuine, or is otherwise unacceptable, the amount of such indebtedness may be charged back and deducted from any paymentdue to Merchant further acknowledges that it is solely responsible for providing [redacted] and Member with any available information to re-presenta chargeback and that, regardless of any information it provides or does not provide [redacted] and Member in connection with a chargeback, or any otherreason, Merchant shall be solely responsible for the liability related to such chargeback Merchant understands that obtaining an authorization for any sale shall not constitute a guarantee of payment, and such sales slips can be returned or charged back to Merchant like any other item hereunder.” As the merchant signed a contract with Volusion and our processor, [redacted] , acknowledging and agreeing to the fees listed and to the Terms and Conditions, which include information concerning chargebacks, we are unable to offer any type of compensation or waiver of the account balance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I am rejecting this response because:: This is not accurate information from VolusionI advise them to listen to the conversation between the Volusion rep, my sister and I prior to the DecemailWe did exactly what the rep told us to do and the was to be no more action on our part to rectify the situationI will talk to our bank about rejecting the credit card charged for the merchant account and try to capture our other paymentsWe used Volusion to have expert help and make our website an easier and efficient procesd, and they have only cost us money, time and frstration Regards,# [redacted]

Upon reviewing the Merchant's account, theonly contact in June was to request copies of their statements for the merchant account on 06/04/Per the Merchant's request, we emailed the statements to her on 06/05/The next contact on 7/17/was to downgrade from a Platinuim Plan to a Pro PlanThere was no reference to canceling her hosting planInstead, chargebacks were initiated by the Merchant in December for the fees that were assessed to their credit card for the hosting serviceAnytime Volusion receives a dispute for charges, the hosting service is shut down The proper way to cancel the hosting service is to visit [redacted] /customercare.aspx, fill out, and submit the online form The Merchant called our Payment Processing Team on 12/10/to cancel their Merchant Account and we explained that we were not able to cancel services over the phone, and that if she wishes to cancel, she'll need to reply to the email that we'd send her at [redacted] The contract she signed upon applying fora merchant account, explicitly states a written request is required to cancel service Since we never received a reply to our email or any other written request to cancel services, the account remained openPer the terms of the merchant account, we continued charging the minimums to cover costs for resources used Attached is a copy of page of the Merchant's contract showing her agreement to our terms Additionally, our terms can be found at [redacted] The merchant account was closed in May due to the Merchant's bank rejecting the debits for the monthly feesWe are unable to offer any type of refund, since the Merchant did not complete the necessary steps to cancel the service and her bank rejected the debits for the fees for the service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***