Bliss Lounge

Since Volusion is an eCommerce company, our terms and conditions are listed on our website so that merchants can access them online at any time.  While the merchant may be frustrated that the full terms and conditions aren’t included within the application she signed, it still provides the necessary information to make an educated decision on whether or not to proceed with signing.  The application is a legally binding contract just like any other services people may apply for and are required to sign (ex., cable services, lease agreement, etc.).  If the merchant was unhappy with the information provided, then signature shouldn’t have been given agreeing to the service and terms and conditions.

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, CVV2 match, 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 04/15/15. 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 merchant. The 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.

Complaint: [redacted]
I am rejecting this response because:Up until our contact with them requesting cancellation we would receive an e-mail invoice each month. After 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 permission. I consider that an extremely shady business practice, bordering on an illegal business practice.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is totally unacceptable.You support team didn’t answer my question more than 14days, even you have 24x7x365 service. This is not third party software issue, it is Volusionissue.It is impossible that all third party software have issues.[redacted] works wellwith all software I used only except Volusion. Clicky tracks nothing. [redacted] works with all other affiliate trackingconfirmed by user, but only except Volusion. Regarding merchant services, you are responsible forprotecting your customer with all possible methods. From business giant, suchas [redacted], to small community bank, they all notify customers priorchargeback, withdrew money, purchasing etc, rather than send notice afterchargeback happened. If I don’t close account and wait for you send duplicatecopy, I will lose more money. Don’t talk about terms, contract, if you can’t providepromised service, you should refund money. If you don’t compensate me, this means you are not going toimprove your product, more other consumers would be damaged. You are notresponsible for all stakeholders. 
Regards,
[redacted]

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]

Our software does provide the ability to void authorizations, but it isn't possible to void a declined authorization, and in this case, the transaction data comes to us from Authorize.net already in a declined state due to account settings in Authorize.net. In order to take advantage of the ability to void authorizations in our software, you would have to remove all Authorize.net settings that decline authorizations provided by issuers based on AVS and CVV2 response codes.If you don't change the Authorize.net setting that was responsible for the decline, it's not currently possible in Volusion to receive an email notification when you receive an order that is automatically canceled due to a declined payment, but you can view your orders at any time by going to 'Orders' > 'Processed Orders' > 'All Orders' (based on this report, we have submitted a feature request with our Engineering team to allow merchants to receive email notices for declined transactions). Note, however, that Authorize.net seems to offer the ability to subscribe to a daily batch summary email called "Batch-Uploaded Transaction Receipt" that displays the number of declined transactions each day, which you could then locate in Authorize.net or in Volusion for more details:[redacted]In this case, our software already does state in the payment log for these orders, "The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder." This is an indicator that you will be assessed an authorization fee for a declined transaction. Please be aware, though, that it may not be possible to void these transactions even in Authorize.net. You would have to speak to an Authorize.net representative to learn more about your options.

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]

Complaint: [redacted]
I am rejecting this response because: I tried several times to close my account as mentioned. I am unable to open a ticket on the website due to my website being shut down with them as mentioned. They stat I will have to now call their legal dept to shut down an account and get a refund for services I never received??? This is exactly why I have come to the Revdex.com to try and get this resolved. And now I have one refund of 55.78 that has taken place on Jan 8th. Great job Volusion now just 2 more refunds to go!!! As mentioned please close my account, stop billing me and refund me 2 more charges that I am owed.
Regards,
[redacted]

First and foremost, we apologize for any frustration the Merchant has encountered. The Merchant first purchased a Premium Bundle and a Premium Template on 6/17/2016. In the second month, the Merchant downgraded effective 7/22/2016 to a Mini Plan. The Mini Plan differs in the services offered than...

those offered with the Premium Plan. After the downgrade and communication with [redacted] and Ian, our Director of Sales reached out in an effort to resolve the Merchant's issues. During that time, our Director of Sales decided to provide an Account Manager free of charge to the Merchant. The Merchant utilized his Account Manager through the month of August, but it appeared that this would not resolve the Merchant's ultimate needs. The Merchant cancelled his account on 8/29/2016.Our Director of Sales has reached out to the Merchant via phone to inform him of the refund and discuss the terms of his cancellation. Volusion will issue a refund for the Premium Template. Additionally, we will refund the Merchant for the last month of hosting. We look forward to hearing from the Merchant and we wish him the best.

Complaint: [redacted]
I am rejecting this response because:   I do not believe that [redacted] and I had a conversation where she told me about being able to cancel my contract. We did have a discussion about processing times but she did not Tell me that I had an active contract and that she was sending me an email to cancel it. I do not believe they are being honest and they refused to listen to the telephone conversation.  If they wanted to prove that I was wrong then  [redacted] and I need to listen to the telephone conversation together. Also I never would have agreed to a contract if [redacted] had told me four days for processing originally. Luckily I caught it when I was signing the secondary contract necessary for processing transactions. Volusionbneeds to stand behind theit customers and acknowledge that I was lied to repeatedly in order to sign a contract under  fraudulent circumstances.  As a business owner, I would be profusely apologizing to my customers if I had an employee who lied to my customers. I would do everything I could to make my customer happy and make things right. All I'm asking for is a $201 refund or to be used towards future service charges from my monthly service. This is very unethical.  
Regards,
[redacted]

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]

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 10/07/15 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 10/19/15 and her account was setup and approved that day. On 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 10/19/15 and 11/20/15 and the payment processing account was closed on 11/20/15 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 10 business days to clear.  Notification was sent to this merchant via email that the payment processing account was canceled on 11/20/15 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.

We appreciate patience through the investigation of this issue. The following is the result of our investigation. The Merchant called in on 7/29/2016 to the Sales Department phone queue after completing the application online. The Merchant had already provided all the necessary information that the...

application requires. When she called in, the Sales Representative saw that she had already initiated the application process herself. When a Merchant does that, all that is needed is for them to electronically sign the contract that they are entering. The Sales Representative immediately told the Merchant the account was preapproved, and she would just need to finish the process by signing her contract, and follow up with the correct documentation. The Merchant agreed to do this, and did not ask any questions about the fees or the contract that she was signing.    The Sales Representative stated that this the contract that she was signing, and explains how to electronically sign her contract. The Merchant signed each page on the phone and did not ask the Sales Representative any questions about what she was signing, even though the fees and term length are declared on page 2 of the contract. While on the phone, the Sales Representative was not asked to clarify anything about the contract, it was assumed that the Merchant was reading and agreed to the contract before signing and would bring any questions up. This merchant did not ask for clarification at all.    The Sales Representative informed the Merchant after the contract was signed, that the account would be opened, and the Merchant would need to purchase an SSL certificate. An SSL certificate is a requirement of all Merchant Service Providers. The Merchant stated she cannot afford an SSL at that time, and the Sales Representative informed the Merchant of coupon codes and deals Volusion provided and sent the information via email so the Merchant can purchase it sooner. The Merchant stated that the Sales Representative could send the coupons and the Merchant would look for them.     The very final topic discussed was when the Sales Representative asked the Merchant to provide the bank documents for the account. The Sales Representative states that the purpose of the account is for depositing the sales, but at no time does she ever say that the account will *only* be for deposits. The Merchant just stated that she would send her banking documents as soon as possible, and never asked for additional information. Again, the contract she completed on the phone and signed outlined why our company needed banking documents and that the account is used for deposits and debits.    The Sales Representative was not deceptive in how she walked the Merchant through the process. The Merchant called after already having filled out the application and all she asked of the Sales Representative was how to finish her application, because she didn't know how to continue signing electronically. The Sales Representative answered the Merchant’s question as well as sent her the document to sign. It is the responsibility of any Merchant to read what they are agreeing to sign and ask any questions before signing their agreement to a binding contract. This Merchant asked no questions about any fees specifically, and she was not told that her checking account information would only be used for deposits. This Merchant signed the contract on the phone with the Sales Representative, and expressed no hesitation or confusion about what she was signing. The Sales Representative would not know to explain specifics about any terms of the account that are being agreed to unless the Merchant asks about them.    Since this Merchant read the contract and signed it, she agreed to all the terms therein. No false information was provided by the Sales Representative.

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]

In reviewing the account, we can verify that the merchant requested to cancel the Volusion payment processing account on 06/06/2015.  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 06/06/2015.  The hosting account, which was a separate service providing access to build and run the online store, was closed on 02/21/2014.  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:Hello,Here is more follow up, and we stand by our initial complaint.Oct 2-to Trisha Banks-message saying ready to go live on our website.  We had issues completing our SSL prior to this date. Our big event was going to be Oct. 3 and 4, so we needed the website ready to take payments by then.Oct. 6- emailed Trisha, our account manager. We were filling out information, but received error messages for merchant account.-last step before going liveOct 8-I called [redacted], for merchant accounts. He was sending a form ASAP to us to get the merchant acct. working on Oct.9-We did not receive it.Oct. 10-waiting on [redacted] for a form to sign. We had no website in the meantime, since domain name was transferred to Volusion.Oct. 13-Emailed and complained to [redacted] about not receiving the form to get the merchant account working that he was to send on Oct. 8-no orders could be placed on the website in the meantime. Oct. 14-[redacted] said the information he gave us Oct. 8 was incorrect, and we needed to do other paperwork to get the merchant account open. That’s the form that my partner signed without thoroughly reading, which stated a monthly fee we were not told about. She quickly signed it to get our account working asap. [redacted], the sales person who originally sold us the account said there was no monthly fee, but later charged for. I called to ask him about this, but would not talk to me, as he said he was transferred to another department.Oct. 16-[redacted] emailed saying he hadn’t received our bank verification. We were waiting on our bank acct. manager who was on vacation. This should have already been taken care of if [redacted] had told us earlier about this.Oct. 18- [redacted] claimed there was a problem with our URL by Volusion underwriters. This is another problem [redacted] should have known about earlier. Oct. 19- [redacted] was supposed to send us emails to eliminate this new problem and hadn’t so I emailed him to remind him.Oct. 19-We later received the emails and approval for the merchant account. Then we were to receive more emails about how to set up the account to start selling from the website.Oct. 20-I emailed [redacted] again because of no action, and still missing sales because we can’t charge anything.Sometime during this, I was told [redacted] no longer worked at Volusion, so he could not longer help us.Nov. 12- another message saying Volusion could not debit our bank account because of some new problem, asking us to send even more information from our bank.They closed our account for non payment from the problem Volusion had with our bank account.Dec. 6- We couldn’t receive our payments from our Volusion website sales, since our merchant account was closed. We had a lengthy conversation between Volusion, my partner, and myself, and to rectify this problem we were to send our check for $1.26, they were going to open the account, transfer the money to our account, then close it. We sent this email “This is notification to reopen our store (and at no cost per phone conversation), so we can receive payment for the transactions that did not process.  I am sending all information via regular mail along with the money order for $1.26.”This is the Volusion response on Dec. 7, “Thanks for your reply. You can supply the banking information via email or fax, even if you had included them with your mailed payment. Once we have received the past due balance, and the information needed to update the bank account on file, we would by able to review the account to see if it can be reopened.”Per our phone conversation between Volusion, my partner, and I, there was no question about opening the account, and we were told they would transfer the money to our bank account, then close the account. We have been charged the monthly fee for the merchant account, though we were not to be charged, and made that perfectly clear.Dec. 14-But we still had not received the payment to our bank account. Now they asked us to do the following, though they had told us the previous information we sent would take care of everything. In the meantime we still could not charge on our website, since we changed the authorize.net and payment information as they asked us to do in the following email they sent to us on Dec. 14.”Hi xxxx! Effective today, your account has been reopened and you’re now clear to process credit card transactions. We’ve also reactivated your Authorize.net gateway account. To ensure that there aren’t any issues with processing transactions, we suggest you replace the current Authorize.net API Transaction key. This can be found under Settings > Payment in your Volusion dashboard. To generate a new transaction key, you’ll need to log in to your Authorize.net account and follow this path: Account > Settings > Security Settings > General Security Settings > API Login ID and Transaction Key You'll be prompted to answer your security question. Please DO NOT select to disable any previous transaction keys. Once verified, a new transaction key will be generated. Copy the transaction key and paste it within the payment gateway section of yourVolusion dashboard and save your changes. You'll then want to place a test transaction to ensure that you’re not receiving any gateway errors. Since you attempted to capture transactions after the closure notice was sent to you on 11/20/2014, you'll need to contact Authorize.net and ask if the batch can be resubmitted so that the transactions are processed and funded. You can reach Authorize.net at [redacted]. You will need your payment gateway ID ready.”The point and problem again, is that either the Volusion staff does not know the procedures, or too busy and cannot take care of problems correctly, or they just do not care to work things out properly. Every time we completed something asked for, we were asked to do something else. We still stand with this position, and want our money returned and pay us for our sales.
Regards,
[redacted]

The only correspondence we received from this email address on the matter is from November 29, 2017:----------------I am sorry but I’ve asked for my account to be closed awhile ago as I have moved to another platform. If I can please be removed from your email list.Thanks[redacted]----------------We...

replied with the following:----------------Hi there!We’re sorry to hear that you’d like to cancel your Volusion store. If there is anything we can do to change your mind, please let us know.To move forward with your store cancelation, visit [redacted]From there, log in with the email address tied to your account and follow the provided instructions. You MUST submit your official cancellation via this link, otherwise your store will remain active and you’ll continue to be billed.Also, if you have any other services with us, such as Volusion Payments or any of our Marketing Services, you must cancel those separately – the link above only cancels your monthly hosting plan.Kind Regards,[redacted]Volusion Account Services------------------We need to verify the identity of the requester before we can discontinue the services we agreed to provide in our service agreement. If you are unable to complete this procedure for any reason, please write to [email protected] and we will provide alternative methods of verification. Once cancellation is completed, we would also be happy to help you file a formal compensation request.

Complaint: [redacted]
I am rejecting this response because: I am aware that the SSL certificate is necessary for the payment processing. I was aware of this when I bought it....that is the reason I got it. however I was never told about the payments coming out of my account. I asked about all fees.
Regards,
[redacted]

I am rejecting this response because:: This is not accurate information from Volusion. I advise them to listen to the conversation between the Volusion rep, my sister and I prior to the Dec. 14 email. We did exactly what the rep told us to do and the was to be no more action on our part to rectify the situation. I will talk to our bank about rejecting the credit card charged for the merchant account and try to capture our other payments. We 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]

Complaint: [redacted]
I am rejecting this response because:I WAS NEVER, I repeat NEVER emailed nor USPS mailed ANYTHING about funds being held on my account.  It was a week and a half before I realized funds were not being deposited into my account.  I thought perhaps it was just a new formality not working with Volusion in this aspect before this point.  When I called, I was instructed to send all products and then the funds would be distributed.   Well I am sick of telling the story over and over because to Volusion in this case, even though I was lied to over and over again, the customer, me, is always wrong.Regardless...fine...hold the money for 160 days.  Whatever floats your boat and your shady business ways.  Say one thing and then hide behind a contract.  As for the $99....I feel I should be reimbursed for this amount.  As I said and have continued to make this point, the VOLUSION REP...in his own words after I let him know how I charge the cards and then send when the CUSTOM orders are complete....said that there "would be no problem".  As I said before, I would have gone directly back to EVO who understands these kinds of transacations if I had know that I was going to be treated this way and that there was going to be this kind of dispute on the account.
Regards,
[redacted]