CardTapp

Detailed information about the 365-day guarantee is posted (and has been posted for years) on the Cardtapp WebsiteCustomer was unable to provide evidence that his interpretation of the guarantee was correctA refund has been initiated to the customer's cardIt may take 5-businss days for the credit to appear

We have had extensive correspondence with Ms*** and have made every effort in good faith to resolve her complaint, which we immediately acknowledged occurred due to our mistakeAll information is included in the attached support ticket conversations We have met all reasonable
requests, including immediately initiating the refund of her payment, offering to advance her the refund via paper check in return for a post-dated check of equal value, and making an employee available to exchange checks in a location convenient to her (up to an hour away from our offices depending on traffic)We also provided two other items she requested: a screenshot showing the deletion of her account and card information as well as a letter stating that the debit occurred due to no fault of hers (both attached).Finally, we reviewed her bank statement and immediately issued a check for the $in NSF fees that accrued between when the debit initially occurred and when the refund posted.He main complaint at this point seems to be that we did not issue an additional payment of $to cover fees incurred after the refund postedThis is not a reasonable request as can be seen by reviewing the transaction statement she provided to us(attached).Throughout this process the customer has used foul languageShe has also written negative comments with a misleading account of this situation on our company social media sites

From: Cardtapp Customer Support [Sent: Monday, November 28, 4:PMSubject: Complaint response: ID ***Dear Sir or Madam,This response is regarding Complaint ID ***, customer *** *** History:• Customer purchased an annual subscription for our product (a personalized mobile app)on
5/23/2016. • We connected with the customer to do on-boarding to teach her about the product on 5/27/2016. • We then followed up with the customer on 5/31/by email to see if she had additional questions about the product and how to use it.• We subsequently left voicemails for the customer on 6/17/and 7/5/to see how the app was working for herHad she wanted to cancel her subscription at that time, she would have been eligible to do so.• Customer requested to cancel her app on 7/11/We communicated with customer via email to advise her we can only provide 100% refund in the first days, or a 50% refund between days and 60. • Customer appeared to misunderstand the days Refund Policy which was provided to her and which is available on our websiteThe refund is available days after initial date of purchaseTo become eligible for refund after days, a CardTapp customer must share their app with one (1) person per week for an entire year and accumulate a total of fifty-two (52) Tappers (End Users) as well as send in documentation showing that CardTapp was not a profitable part of their business.• As per policy, we processed a 50% refund on 7/21/2016.• Customer initiated a dispute for the payment with her credit card company on 8/23/At that time, the remaining balance (50% of initial payment) was removed from our account by our payment processor pending review of the dispute by the card issuing bank.• We provided written evidence regarding the dispute to the bank on 9/8/2016.• The dispute was resolved in Cardtapp's favor on 11/8/2016, and the balance (50% of original payment) was returned to us.Resolution:• Cardtapp has communicated and operated consistently per our policy during the entire period with the customerThe customer has now filed a dispute with the Revdex.com and is citing special circumstances.• We refunded the remaining balance (50% of original subscription price) on 11/28/to the original payment card.Thank you,Cardtapp Customer Support

Detailed information about the 365-day guarantee is posted (and has been posted for years) on the Cardtapp Website. Customer was unable to provide evidence that his interpretation of the guarantee was correct. A refund has been initiated to the customer's card. It may take 5-10 businss days for...

the credit to appear.