Bliss Lounge

We can find no record of additional attempts to close the account from that email address or the account's address of record (we could, of course, search for other attempts made with different email addresses)Nevertheless, we require proper identity verification to terminate our monthly agreement and the current request does not meet the standard specified in the agreementIn order to provide the requested resolution, the customer will have to follow the instructions we provided or contact *** to receive and follow alternative instructions

We are sorry this merchant had a negative experience with Volusion's product and servicesIn order to apply for a payment processing account, merchants are required to fill out and electronically sign an application contractPage Two of the application lists the monthly fee of $33.50, as well as
the per-occurrence fees, including the discount rate (the percentage assessed), the authorization fee ($0.30), surcharges, batch fee, chargeback fees, non-sufficient funds fee, and the retrieval fee Merchants are required to sign this page acknowledging the fees and agreeing to have the fees debitedWe do not currently assess a $PCI fee on the payment processing account, though Visa assesses a monthly fee of $The credit card associations including Visa, MasterCard, and Discover, can assess additional fees including a monthly fees and per occurrence feesAs these fees are assessed by the card associations and not Volusion or our payment processor, Global Payments, we are unable to list these on the contractBy signing the contract, merchants agree to pay any fees that the card associations may assess for processing their cards.We do advise merchants that an SSL certificate is required to process credit cards, as its purpose is to encrypt credit card details and protect cardholders.This merchant has not received funds from two of his orders due to the fact that the funds have not been capturedIn order for funds to be moved from a cardholder’s account to the merchant's, the merchant must capture the fundsWe have forwarded to the merchant instructions for capturing the fundsOnce the funds have been deposited, we will proceed with the merchant’s cancellation

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 agreement. As 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 # *** -- invoice attached)The April purchase isn't relevant to this caseThe relevant April purchase was made from this page:***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

Complaint: ***
I am rejecting this response because: I have contacted them via chat, email and phone and have not had an active website with them for monthsAnd as you can see they still will not close the account!!!
Regards,
*** ***

The "Product/Service" listed in the complaint is inaccurateThis individual did have web hosting with us from 9/25/to 8/11/14, but we canceled it for nonpayment and have ceased attempting to collect the past due balance for itDuring this period of time, we received and responded to numerous
support requests from *** for help using the web hosting serviceThe actual service in dispute is for card payment processing, which is a separate but complementary service which requires a considerable amount of personal information, including a voided check from the applicant's bank accountWe received this information from the applicant and approved the service in December of Due to the fact that this service does not require use of our web hosting and can be used to process card payments independently of any website we may host, we did not terminate the (separate) agreement for it when we terminated web hostingThe service carries an unpaid balance of $A recent attempt to collect on the unpaid balance elicited a chain of correspondence with the complaintant, in which we attempted to learn more about her claims of personal identity theft and fraudThe last reply we sent was in the afternoon of 10/24/It contains unanswered questions that we would need answers to in order to accept the individual's current claims.Due to the fact that the web hosting and card processing services are for the same website (www.prissyprincesspartyfavors.com), and that we have abundant evidence that the web hosting purchase was intentional and in continuous active use for months, we are unable to accept the claim of fraud at this timeThe alleged fraudulent purchaser would have had to obtain not only the complaintant's full credit card details, but also a voided check from the individual's check book and logged in to the same email account the complaintant is still using to this moment to correspond with us, all without her knowledgeIf her claims of fraud are true, these messages of someone allegedly posing as her to obtain support from us for the web hosting service should still be in her sent mail folder.We recommend that the complaintant follow our instructions in our recent correspondence to pay the past due balance or, failing that, resume the line of inquiry with our representatives surrounding her claims of fraud that she suspended in order to submit this complaintIf we can receive satisfactory answers to how these coincidences occurred, we may be willing to honor the complaintant's requestAll answers provided thus far, however, including details about her past experiences with identity theft, fall well short of satisfying us

Complaint: ***
I am rejecting this response because:
The issue of deceptive business practices is unresolvedI did not expect a refund, as I have seen there are many before me who have fallen victim to this trapIt is still wrong, and others must be warned
Regards,
*** ***

Regarding Volusion’s Pay Per Click plan and shopping feeds, the purpose of these campaigns is advertise products and to drive more traffic to the siteAs per Volusion Legal Terms of Service, “Volusion agrees to direct a certain amount of visitors to the Customer's website per year and for a fee
The number of visitors varies per plan and is viewable at Volusion's websiteClicks per month are estimated and based on the yearly totalVolusion will endeavor to deliver the total number of clicks per year for the chosen plan before that year has expiredHowever, if Volusion does not deliver the full amount of clicks within that year, we will continue to deliver traffic to your site at no extra charge until we have reached the total clicks per year the plan listsIf you cancel before a month is over, you will not receive any additional clicksVolusion will apply commercially reasonable efforts to qualify visitorsHowever, there is NO GUARANTEE on the number of conversions produced by visitors and there is NO GUARANTEE against fraudulent clicks.” (https://www.volusion.com/legal) Therefore, Volusion is not responsible for any fraudulent clicks or purchasesOur specialist reached out to the merchant to ensure he understood the feed service and the merchant ended the campaign satisfiedAs for Risk Management, a credit card merchant account gives merchants the ability to process credit cards. It’s up to merchants for both brick and mortar and eCommerce merchants to review their credit card transactions and confirm they aren’t fraudulent before accepting payment. When this merchant was approved for a Volusion payment processing account, an email was sent to them and a link to our Online Credit Card Fraud Prevention Guide. Education that merchants are liable for fraud and chargebacks and suggestions on how to review orders and minimize risk and chargebacks are given in this guide. Keep in mind, any internet search on fraud and chargebacks and merchant services will provide merchants an explanation that it is their responsibility to review orders and they are held responsible for all transactions they process. Volusion has additional Knowledge Base articles on fraud and chargebacks, as well as, a Payment Processing Team that is happy to answer any questions concerning fraud and chargebacks if contactedThe Card Associations (Visa, MC, Discover, Amex) have policies and procedures in place they must follow in regards to chargebacks. This is included in Visa, MasterCard, and Discover’s guidelines that the merchant agreed to follow at the time of application. eCommerce chargebacks are vastly different that a brick and mortar chargeback since the cardholder isn't in front of the merchant to provide identity verification. In order to dispute a chargeback due to fraud, the issuing bank requires merchants to provide proof that the billing address submitted on the order matches the billing address on file for the credit card. Issuing banks also require proof that the product was shipped to that billing address. This policy or rule is not specific to our payment processor and is a guideline that all issuing banks follow set by the card associations. If this merchant wasn’t able to provide the proof that was requested, they are liable and responsible for the dispute. Neither Volusion nor our payment processor will take on the cost and pay for the disputes per the agreement the merchant has made with Volusion, our processor, and the card associations

Complaint: ***
I am rejecting this response because: this dies not dolce anything It's again not clear how to cancel both services As you can see in the response, this is a very shady way to cancel since the sign up is so simpleI see you will not be reimbursing so please change theverything way you do business because it's BAD! Now it looks like you want a cancellation fee so good job tricking me into paying an extra $in total after cancellation I see now that doing the right thing is not part of three Volusion business
Regards,
*** ***

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 Payments. Page 2 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

First and foremost, we apologize for any frustration the Merchant has encountered with bandwidth overagesIt is true that Volusion does charge for any bandwidth usage that goes over the plan allotmentThis information that can be found in the Volusion Terms of Service Agreement, which is provided
during the purchasing processAll merchants must agree to these terms upon purchase(https://www.volusion.com/legal) As all plans have different allotments, it's vital for merchants to keep an eye on their usageThis monitoring can be done via the My Volusion Stats areaMerchants can monitor bandwidth usage on a monthly, weekly, or even daily basis. Finally, we provide information in our Knowledge Base regarding ways to mitigate bandwidth overages(https://support.volusion.com/hc/en-us/articles/209980977-Tips-on-Reduci...⇄ On 7/26/16, the Merchant was provided with their bandwidth overage information in their bandwidth review, as well as was advised with tips to try and lower the usageWhen the Merchant first reported frustration over this situation, Volusion did provide a credit in good faith to show that we wanted to work toward a favorable resolutionIn addition to the aforementioned credit, two other credits were issued to the Merchant prior to the bandwidth situation for a separate instance regarding downgrading plansWhile we understand the stress and frustration continues with bandwidth overages, it's important to note that Volusion has tried to help in every situation that has come up for this accountThe most recent bandwidth issue, on 8/30/2016, resulted in the Merchant receiving a warning about abusive language, and Volusion offered a solution to the issue by offering to waive the overages fees that had accumulated if the Merchant worked to implement some of the tips previously provided for reducing bandwidth usageVolusion never heard back from the Merchant regarding this issueAgain, we do sincerely apologize for any stress this has caused, as that was never the intentionIt's important to note that we are willing to help as much as possible with these situations, but once a charge back comes in we are extremely limited in what can be doneOur policy for charge backs is to immediately shut down access to the account until the charge back is paidWe are more than willing to help this Merchant again with the recent overages, however we just need to ensure that work is being done their end to help combat future overages

The Merchant contacted our Volusion Billing Team by phone on 11/30/requesting to downgrade their hosting plan to our “On Hold” planThe Billing Representative provided the Merchant with the URL necessary to visit and explained he was required to fill-out the form and agree to our terms and
conditions. The Merchant did not mention needing to cancel or make changes to the Volusion Payments Account, which is a separate service that is not purchased but swith a legally binding contractThe Merchant proceeded to visit the URL at ***. Then, he checked the box agreeing to the terms and conditions. The terms and conditions text is hyperlinked so that any merchant can read the terms and conditions to which they are agreeing to and authorizingThe terms state, see attached, "Please note that Volusion Payments, Live Chat Premium, Fast Traffic, and SEO/SEM services cannot be placed on hold. To terminate billing for these services, each must be canceled/suspended as its terms of service stipulateFailure to cancel services related to this order may result in continuation of related billing. No refunds will be granted in the event of failure to properly cancel additional services." Attached is page of the Merchant's contract in which he electronically signed on 12/10/2015, see attachedThe page displayed explains that the Merchant will need to review the terms and conditions at *** and if he agrees to them, to proceed and sign belowThis page also states, "See Section of the Card Services Terms and Conditions for information regarding the early termination fee." Since the Merchant signed the contract, he agreed to all the terms and conditions located at that URLParagraph also stipulates, "This Card Services Agreement shall remain in full force and effect for an initial term of three (3) yearsThis Card Services Agreement shall be automatically extended for successive one (1) year periods on the same terms and conditions expressed herein, or as may be amended, unless Merchant gives written notice of termination as to the entire Card Services Agreement or a portion thereof at least days prior to the expiration of the initial term..." The Merchant provided written request to cancel the Volusion Payments Account on 02/09/via ticket/emailSince the request to cancel was submitted before the three-year term has ended, the $early termination fee appliesInformation about why this fee is assessed is included in paragraph of the terms mentioned aboveHowever, as a one-time courtesy, we offered to waive this fee since the merchant was frustrated and upset. This fee is being waived as a courtesy and isn't a confession of any wrongdoing on Volusion's part

Please be aware that when you click "Start for Free" on our website, you are taken to ***This is the registration form for the free trial that anyone can complete at any timeNote that it does not even provide an opportunity to enter a credit cardIf you complete
registration, the trial expires after days and nothing further happensIn order to provide us a credit card that we might bill for services, you must click "Buy Now" from our website or from within the trial and select one of our hosting plans from this page, which discloses the costs: ***On 6/23/17, Mr*** pressed "Let's Go" on the Pro plan and filled out this registration form: ***It reiterates the cost of the plan, asks for credit card information, and requires click agreement to our Terms of Service, which outlines the billing and cancellation policies in full detailIf he had merely registered for a free trial and NOT taken this additional step, it would not be physically possible for us to have his credit card in our system to billOur records show that Mr*** never opened a free trial with us.We understand that he likely saw on our website that we offer a free trial and mistakenly assumed that he was registering for one when he was actually registering for the Pro plan, assuming that the costs and terms that we disclosed and he was agreeing to would not apply somehowWhen he discovered his mistake, our records do show he sent us a ticket on 6/26/stating the following:"I was signing up for your trial and it appears to have signed me up for the full packagePlease cancel and issue me a refund."We followed our standard procedure of referring the matter to our retention teamOne of our account managers reached out to Mr*** by phone and email using the contact information he had provided upon registrationWe received no response to the email or the voicemail, but his account has remained open for use ever since.We regret that we did not provide our standard cancellation instructions in direct response to his ticket, which would have been a reiteration of the procedure provided in the Terms of Service he agreed to, available on our website at all times here: ***Had Mr*** followed those instructions, the plan would have been automatically canceled and the second charge for the monthly fees (for the second billing cycle) would not have happened.However, because we have an authenticated record of his misunderstanding of what he signed up for and his desire to cancel it shortly after he signed up, we have honored his cancellation request and refunded both charges in full, as a courtesyWe ask that he allow several business days for his bank records to reflect the credits

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***:The customer's response does not reflect the truth of our decision-making in this caseWe reserve the right to waive aspects of our Terms of Service, and as we have publicly stated here, we are willing to issue a full refund if the customer properly cancels service.....(in order to cancel the service without the customer following the prescribed protocol, we would have to waive the aspect of our Terms of Service that states we will not do so)If the customer continues to refuse to follow our instructions, we are willing to allow him to formally refuse our right to further bill the card on file (a stipulation of our agreement) by contacting [email protected] to verify the authenticity of the requestIn that case, we would need him to provide:The card type (***)Full cardholder name(*** * *** ) The last digits of the card (***)The amount and date of the most recent charge (114.00-7/9/2017)If authenticated properly, would leave the account active until the end of the current billing cycle, after which point we would cancel it for nonpayment due to lack of an approved payment method for the subsequent billing cycleWe would also be willing to honor our refund offer in this scenario

An audio recording of the customer’s conversation with his sales representative about pricing has been forwarded to the customerAgain, we do apologize for any misunderstanding or confusion but can confirm again that all information provided was accurate

We did receive the cancellation response from the Merchant, however, there was a communication error on Volusion's part that caused the request not to be processed in a timely mannerWe certainly apologize for the oversight. We have processed the Merchant's cancellation and will waive the $
dollar early termination fee with our sincerest apologiesIt should be stated that the merchant account bills in arrears, and therefore the fee that was charged to the Merchant at the beginning of August was for the previous month when the account was open in JulyThat monthly service fee would have still been assessed even if the cancellation had been properly processed, since we did not receive a request to cancel until 8/2/We would not be able to provide a refund for this particular monthly fee because it was for services rendered before the cancellation was received. Since the Merchant put a stop payment on the account, we did not receive payment at the beginning of September for the time that the account was open for AugustAs the account should have been closed to begin with, we will waive the balance and the Merchant does not owe itFurthermore, we are backdating their cancellation to an effective date of 8/2/We sincerely apologize for the error, and rest assured that the account is now properly cancelled and the Merchant does not owe Volusion any more payments

Complaint: ***
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,
*** ***

Complaint: ***
I am rejecting this response because:1) I spoke to Volusion representative in June The representative assured me that the cancellation was complete and there was no need to send in any written request We trusted the Volusion representative. 2) Volusion stopped providing any service to the website *** since Feb To the minimum, it should not charge for a service it didn't and could not have provided
Volusion deliberately charged us thousands of dollars for services it did not provide simply because they had our bank account numberIt's obviously fraudulentThey may be doing this to many other trusting customers.
Regards,
*** ***

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 *** ***. Page of the application lists all of the
fees for the credit card processing services, as well as, the link to the terms and conditions. This 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 *** *** and *** *** on Member's behalf, to initiate debit entries to Merchant's checking account(s) in accordance with the Card Services Terms and Conditions.” This merchant can visit our terms and conditions at any time at http://www.volusion.com/legal/merchant-services. If this merchant needs a copy of their agreement, we’re happy to send it via emailIn reviewing this merchant’s hosting account we can confirm that they have submitted several tickets over the last two months wherein support assistance was requestedWhile we do have 24/Support available, ultimately it is the merchant’s responsibility to ensure the store is worked on to go liveHowever, if at any point a merchant would like to go over adding products, software features, functionality, or simply go through a checklist to ensure the site is ready to launch our support team is here for themIn addition to knowledge base articles we also offer phone, ticket, and chat supportThat being said we must clarify that the service Volusion offers is hosting & access to the softwareIt is not contingent on whether or not the merchant ever works on the store or goes liveIt is very similar to how a cable company works in that it is based on access and not usageWe definitely understand this has been a frustrating experience for the merchant and for that can offer a 50% discount on the next month’s hosting feeAt this time the discount has been applied to their hosting accountShould cancellation be required in the future we kindly ask that they reach out via call or ticket so that we can provide the cancellation instructions for the hosting plan as they are different than those of the Volusion Payment Processing service

The customer's response does not reflect the truth of our decision-making in this caseWe reserve the right to waive aspects of our Terms of Service, and as we have publicly stated here, we are willing to issue a full refund if the customer properly cancels service (in order to cancel the service without the customer following the prescribed protocol, we would have to waive the aspect of our Terms of Service that states we will not do so)If the customer continues to refuse to follow our instructions, we are willing to allow him to formally refuse our right to further bill the card on file (a stipulation of our agreement) by contacting [email protected] to verify the authenticity of the requestIn that case, we would need him to provide:The card typeFull cardholder nameThe last digits of the cardThe amount and date of the most recent chargeIf authenticated properly, would leave the account active until the end of the current billing cycle, after which point we would cancel it for nonpayment due to lack of an approved payment method for the subsequent billing cycleWe would also be willing to honor our refund offer in this scenario

Complaint: ***
I am rejecting this response because: the note they claim they sent me wasn't sentThere is no name addressed to me! Below is a copy of the ssl that was purchased last year and it doesn't include the "Fraud Score"! I ask them to send me proof that they claimed they sent me last year addressing me about taking monies from my accountA company shouldn't take money out of a clients account without their permissionVolutions won't send proof because it doesn't exist!