Bliss Lounge

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 3 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 45 day grace period, the $99 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 2 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 service. This is to allow complete transparency with regard to what is billed each month. In addition, a paper statement is mailed to the Merchant explaining what is being charged. Since 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 refund. As a one-time courtesy, the $ 99 early termination fee has been waived.

We have refunded the requested amount of $75 and provided the CSV file of the customer's products. We would like to address some of the statements in the complaint, however. We did originally send the requested CSV file when claimed. The customer's email account was not functioning properly at the...

time, though, and we believe this was because of an additional issue we were troubleshooting with the customer that affected his email accounts' MX records. It is also true that we do not generally offer prorated refunds with our annual plans, which we disclose in our Terms of Service. By paying for a full year in advance in a non-refundable fashion, we are able to offer an overall lower price. We also offer monthly pricing that is pay-as-you-go and which the customer can cancel at any time. This particular customer chose the annual option rather than the monthly option. We have decided to issue the requested refund anyway because we regret that the customer found our service difficult to use or the purchase in any way unfair. We wish him only the best with his business.

We have a record of one contact attempt via email / chat, which we posted. In response to that attempt, we provided the required cancellation steps, which the customer has not followed. If the customer requires any assistance with that process, we are available 24 X 7 via phone, email, or chat. If the customer is unable to complete the required cancellation procedure, we would be happy to assist if he contacts us at [redacted] so that we can properly verify his identity and the authenticity of the request.