Bliss Lounge

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

We apologize for any mistaken or confusing information our representatives may have delivered in the process of researching this issue, but the facts are as follows: when an order is placed on the merchant's store, the merchant's gateway (Authorize.net) sends the transaction data to the card-issuing
bank to see if sufficient funds are available in the cardholder's accountThe issuing bank then returns an authorization or a decline based on the current account balanceIn the case of the two October transactions in question, the issuing bank returned authorizations to Authorize.netBefore passing this response along to the merchant's Volusion store, Authorize.net then reviews any settings the merchant has configured in their gateway accountSince this merchant's Authorize.net account was set up to decline specific AVS reason codes (in this case, address mismatch), Authorize.net declined the transactions that the issuer had already authorizedThe card brands (Visa, MasterCard, Discover, American Express) do not take into account any gateway settings merchants may configureThey only take into consideration the issuing bank's response, and charge fees for services rendered, which we pass on to the merchantSince the issuing bank returned authorizations for the two transactions, MasterCard charged the fees for not voiding or capturing the transactions within the timefame they allotThe amount assessed is a small percentage of high-dollar purchase attempts, disclosed in the service contract that the merchant signed.Volusion does not have access to log in to the merchant's Authorize.net account and can't make changes to the Address Verification Service settings on the merchant's behalfIt is each merchant's responsibility to review and configure gateway settings as desired upon account activationWe understand that the basis of the merchant's complaint is that she never had an opportunity to review these transactions before her gateway declined them, but that is due to the settings the merchant had in placeThe merchant's opportunity to avoid this outcome was before the cardholder attempted the purchases, by adjusting the gateway settingsThe merchant still has the opportunity to change these settings to avoid future occurrences, but it would substantially increase the merchant's susceptibility to fraud and could dramatically increase costs for charged-back transactions, lost merchandise, and time reviewing orders to avoid such occurrences without automated fail-safes in placeFor this reason, we don't recommend changing the setting even though it can lead to fees of this nature in some situations, but it is an option over which the merchant has discretionThe merchant can find documentation about Address Verification Service and the settings in Authorize.net in Authorize.net's Knowledge Base at ***Since the transactions were successfully authorized by the issuing bank and the fee was assessed directly by MasterCard, we are unable to offer a refund

From: *** *** *** Sent: Thursday, April 07, 12:AM To: info Subject: Automatic reply: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** Thank you for your emailI am out of the office starting Tuesday, April 5th
until Monday, April 11thFor any questions, please contact *** ***Have a great week!

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
I disagree with their explanation of the date of cancellation but since they admit to part of their error and because I have the stop payment in place I will agree to the resolution. I do question what would have happened had I not contacted you and not put the stop payment in place
Regards,
*** ***

Regarding the design process and fees, Volusion’s legal terms stipulate, “While the sale of Volusion Services are final and without a right to refund, we understand that Design Services require a longer involvement and circumstances may changeIn order to provide flexibility to You, Volusion allows
the following refunds for Custom Design Services only: If after the initial consultation with the Design Service team, Customer no longer wishes to purchase the design package, Customer may notify Volusion within one (1) business day to obtain a full refundOnce the Design Services team has begun work on the project, full refunds are no longer availableA partial, pro-rated refund may be obtained within thirty (30) days after the first Customer input is required for the specified ServiceSuch refund will be pro-rated to compensate Volusion for any expenditure in time, money or other resources already spent on the partial provision of the ServicesNo refunds will be issued for Premium Templates once they are installed on the customer store.” The merchant purchased their initial design plan 5/19/During this initial design plan, our project coordinator reached out to the merchant with an email stipulating the design process with a PDF about the creative services processThe process is a design consultation, initial proof, feedback and revision, and final approval and implementationAs per this initial email and our terms, “Each element in your design package will receive one initial proof and up to revisions.” The Design team created proofs for this merchantThe Design team sent an email on 11/10/with the coded siteThus, as per our terms, “…once the Design Services team has begun work on the project, full refunds are no longer available.” In reviewing this merchant’s account, the merchant submitted a day notice to cancel the Volusion payment processing account on 03/13/16. The cancellation was processed on 04/18/16. This merchant was charged $for the early termination fee for canceling before the three year term had ended on 04/22/2016. This merchant was also charged $in the beginning of May for the credit cards that his business processed in the month of April. A statement was mailed to this merchant in May that shows the credit card sales and fees for processing the credit cards. There have been no charges since the debit of $for the Volusion payment processing account Regarding the issue with the hosting plan, the merchant canceled on 5/5/The reason for the charge on 4/20/was that the merchant’s billing cycle is 04/19/- 05/18/All hosting plans are on prepaid billing terms which means when the cancellation is submitted it will take effect at the end of the current billing cycle

Complaint: ***
I am rejecting this response because:I never asked for this serviceJust because your company decided to add something to my services doesn't mean you should automatically charge me for this without my acknowledgementNow you stated in your first comment that I'm just now asking about this which is not trueI made a complaint about this last year but I couldn't stay on the complaint because I was sick and hospitalized which I mentioned to one of your representativesA copy of your company acknowledgement of my complaint is attached
Regards,
*** ***

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

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,
*** ***

Complaint: ***
I am rejecting this response because: Your contract is purposefully misleading in order to deceive people. This is the definition of fraud. This type of non-disclosed information is fraud under conditions of coercion and fraud in the inducement, which voids the contract. Had this information not been hidden away in separate files I would not have signed up in the first place. Even cable services and lease agreements are upfront about their costs and term lengths.
Regards,
*** ***

The cancellation process does not require the opening of a ticketAs previously mentioned, the customer must simply log in at *** and fill out a formIf he is unable to log in at this location, we can assist him if he emails *** (this department does not accept phone calls)He can also contact our Support team by phone, chat, or email though our standard channels to verify his identity and submit a compensation request for the desired funds

In reviewing
this merchant’s account, we can verify that the merchant contacted Volusion on 10/14/requesting to
cancel the payment processing account.
We advised the merchant at that time that an email would be sent to her from [email protected] and that a confirmation response was
required to process the cancellation. The fees for
the payment processing account are charged in arrears, and the merchant
requested to cancel two weeks into OctoberWhile we do not prorate the payment processing account fees, as
a one-time courtesy, we offered the merchant a creditThe daily rate for the payment processing account is $2.05, and
as the merchant requested to cancel on 10/14/15, fourteen days into the month,
we offered a courtesy credit of $We advised the merchant that we had to wait
to confirm the merchant’s bank allowed the debit and hadn't rejected itWe
advised the merchant that once we had this confirmation, we would submit the refund
request to our processor, Global Payments, and then send her confirmation once
issued. A request was submitted to Global Payments to issue the credit of
$on 11/10/15, and we are currently waiting for confirmation that it has been
issued

While the hosting service to build and run the online store can be purchased online with a credit card, the payment processing account has a separate process.  This merchant was required to fill out and sign an application, which is a contract between themselves, Volusion, and our payment...

processor, Global Payments.  The contract has a three year term and requires written request to cancel.  If a merchant chooses to cancel, they can submit their written request in the form of a ticket from myVolusion or send an email to [redacted]  Instructions on how to cancel the payment processing account were provided both at the URL the merchant visited to cancel the hosting service and in an email sent to them from [redacted]  The instructions include advisement that no refunds will be granted in the event of failure to properly cancel.  This merchant contacted Volusion by phone on 02/08/16 with request to cancel and we advised of the instructions and sent the merchant an email as a courtesy to reply to so that the cancellation could be processed.  We have received the merchant’s confirmation to cancel and will process and send confirmation once canceled.

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.
But to be noted their response is incorrect.  I did sign up for the trial and it asked for my credit card with a statement stating "Don't worry your card will not be processed until after the trial period"  Very deceiving.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The message sent to us was 2 seconds long and did not contain any information/conversation.
Regards,
[redacted]

We sincerely apologize for any frustration caused. In reviewing this customer's account we were able to see they reached out on July 26th 2017 via email requesting to cancel. The same day a reply was sent from an account manager with full cancellation instructions. All 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 refund. Another reply will be sent today with cancellation instructions and only need for the customer to let us know when it has been submitted. With 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.

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: 5. PAYMENT, CHARGES AND FEES. 11. INDEMNITY. 13. TERM AND TERMINATION. 14. RETURNED ITEMS/CHARGEBACKS. 15. RESERVE ACCOUNT. 20. EXCHANGE OF INFORMATION. The Merchant can contact our Risk Management Team at [redacted] to discuss the release time period for the current funds in reserve. On 10/05/2016, the Merchant submitted a request to cancel the Volusion Payments Account in writing ticket/email. The 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.

Upon reviewing the Merchant's account, theonly contact in June 2015 was to request copies of their statements for the merchant account on 06/04/15. Per the Merchant's request, we emailed the statements to her on 06/05/15. The next contact on 7/17/2015 was to downgrade from a Platinuim...

Plan to a Pro Plan. There was no reference to canceling her hosting plan. Instead, chargebacks were initiated by the Merchant in December 2015 for the fees that were assessed to their credit card for the hosting service. Anytime 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 12/10/15 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 open. Per the terms of the merchant account, we continued charging the minimums to cover costs for resources used.  Attached is a copy of page 2 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 2016 due to the Merchant's bank rejecting the debits for the monthly fees. We 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]

We provided instructions on both the website the merchant visited to cancel the hosting service, as well as, in an email to him how to cancel all additional services.  We’re sorry if these instructions were confusing, however, our merchants can contact us via phone, email, or ticket with any questions to get clarification on how to cancel each service.  Since this merchant signed a contract and did not follow the instructions provided to cancel the payment processing service, we’re unable to offer any type of compensation or waiver or fees.

Due to payment industry and processor requirements to approve payment processing accounts, we cannot guarantee that merchants will be approved at the time of application or confirm the application will be immediately approved. We worked with this merchant and provided what was required to resolve the hold on the application and had an account setup as quickly as we could while following industry standards. We provided this merchant a resolution advising the need to reach out to Authorize.net to have them resubmit any batches the merchant submitted after the account was closed.  If Authorize.net was successful in resubmitting the batch, the funds would then be moved from the cardholders’ accounts to the merchant’s bank account. This merchant attempted to process sales after ignoring notifications their account was closed. Furthermore, the merchant ignored instructions to resolve the issue and have sales funded to them. Therefore, we are unable to provide compensation as we are not holding onto any funds from the merchant’s customers.   If this merchant wishes to process these sales, simply visit each order and delete the capture line in the payment log, then click on the “Change Payment Type” drop-down menu, and select “Credit Card”.  If the credit card has been saved, a “Saved Payment Methods” drop-down menu will appear where the merchant can select the credit card. This will fill in all of the necessary information except for the 3-digit security code (CVV) for the credit card.  The merchant will just need to obtain the security code from her customer and can then charge for the balance.