Initial Business Response /* (1000, 5, 2014/09/12) */
Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. As such, the customer...
requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order using the information the customer provided. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the purchase price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR is dancing around the issue I believe. However Stellar Recovery had a miraculous change of heart and refunded the full amount of the purchase.
While I think Digital River is dodging the issue I am okay with closing the case because I accomplished my mission of getting my money back.
So thanks to all involved. And a special thank you to the Revdex.com for making this happen.
[redacted]
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for DR to discontinue charging sales tax on products purchased and shipped within certain states within the U.S. The complaint states that the customer...
had purchased a product from DR and was charged a sales tax on the product. As such, the customer is requesting that DR discontinue charging customers sales tax on shipments made within Georgia. DR’s tax management program is in compliance with all state and governmental agencies and laws. Additionally, DR remits all funds received from sales tax to the respective state where a product is purchased. All taxes were disclosed to the customer at the time of purchase. DR regrets any confusion experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/05/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised and that the customer was unable to obtain any resolution or refund. As...
such the customer requests a refund for the full purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service would be happy to provide a refund and has sent the customer RMA instructions via email so that a refund may be processed.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer attempted to decline auto-renewal of a software program and was...
still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year she did not intend to renew.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
Per the customer's request, DR customer service issued the customer a full refund on March 9, 2016. DR customer service has also turned off any future auto-renewals in regards to this order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
Initial Business Response /* (1000, 5, 2016/02/20) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding their request for provision of a product license code that was not received by the customer via the product delivery email upon purchase. As such, the...
customer is requesting provision of the delivery code he did not receive upon purchasing the product.
Per the customer's request, DR located the customer's order and confirmed that due to an error in DR's system, no license code was attached to the original order. DR Customer Service representatives are currently working to have this corrected and will contact the customer as soon as the customer license key is available.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River was very nice and offered a course of action but was very unwilling to DO anything. It took a lot of discussion to get them to actually help a little bit. It was their mistake and I expect reputable companies to help rectify their mistakes more than this one did.
Initial Business Response /* (1000, 5, 2014/12/26) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests...
a full refund for the purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR records, DR customer service submitted a refund request to software's publisher and is currently awaiting a response.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a bad business when this company just takes the money and not offering your phone number or any other way of contact after selling the product. Simply give the contact/link to SAP CS in the receipt and let them turn the customer away by saying it's not SAP's business to deal with the problem has been an incredible bad source of frustration and time waster.
Why do you want to hide your contacts and bounces all the reply Emails as a business? Seriously, please stop this BS business if you are not willing to support your sell! I will warn anybody I know to stay away from this scam(Digital River, Inc.), and please help others by doing the same.
Final Business Response /* (4000, 9, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests a full refund for the purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund has been approved by Business Objects and processed on December 20, 2014. The customer should see this reflected in their account.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/09/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and have still not received the product. The complaint also...
states that the customer believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. Per customer service records the product was shipped on August 12th, 2014 but an incorrect tracking number was received from the warehouse. DR customer service has still not been able to obtain the correct tracking number from the warehouse. As such, DR customer service has issued a refund for the customer's order. The customer can expect to see this refund reflected in their account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/02/20) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they did not receive the product. As such, the customer...
requests the item for the option of choosing other items.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. DR customer service records show that the item is on backorder. DR cannot swap out products; however, if the customer no longer wishes to receive the product, then the customer will need to cancel such item for a refund and place a new order. Unfortunately, DR customer service does not have the ability to obtain an estimated delivery time when items are on backorder. If the customer wishes to cancel this order a refund can be processed and the customer may make a new purchase.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer believes that the product that he purchased was defective. As such, the customer is requesting a full refund for the...
amount charged to his credit card. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on May 5, 2016. This credit should appear in the customer’s account within 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/17) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer believes he declined to auto-renew a software program and was...
still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year he did not intend to renew.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
DR customer service has located the customer's order. However because the customer has disputed the order, the customer's bank has already pulled back the funds. Therefore, DR no longer has the customer's funds. If the customer would like DR to process a refund, they will first have to request that their bank drop the dispute and unfreeze the funds.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
Initial Business Response /* (1000, 5, 2014/06/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not ship correctly, and that his product was...
delayed. As such, the customer requests a full refund for product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on June 4, 2014. To correct this issue DR customer service has sent the customer an e-label to return the product free of charge.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A refund is fine, but I would like the company to address why are taking payment for overnight shipping, yet not supplying that service to customers.
I would also like to know why my online invoice was $222.23 (after $100 coupon) yet according to the received invoice, $304.04, for which shipping was just $5.04. If that's the case, shouldn't my online invoice have been $204.04?
Please specify:
1. The shipping I selected and total charge online.
2. The charge you made to my credit card.
3. The shipping charge you have in your system and method of shipping.
4. Why any discrepancy exists.
I have checked online and several others are complaining that you're charging for a service you are not providing.
Final Business Response /* (4000, 13, 2014/06/25) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not arrive on time and that they were incorrectly charged. As such, the customer requests an explanation of why they were charged incorrectly.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has since corrected the shipping option and it will not affect future customers.
DR customer service does not have a copy of the physical invoice the customer received with their shipping, only the correct invoice attached to the customer's order. DR apologizes for any printing error that may have occurred on the customer's physical invoice. The customer may access the correct invoice from their confirmation email, which has been resent.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just really want you to address my original questions. And if your charging me $8.69 for shipping, why does that vary from the physical invoice I received?
I appreciate that overnight shipping should not have been an option, but is was (still is?) and you have failed to answer my aforementioned questions.
Initial Business Response /* (1000, 5, 2014/12/04) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of several products. The complaint states that the customer believes the products and services did not function as advertised and...
that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase prices.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the two November 24th, 2014 purchases and has issued a refund for the full purchase price of those two orders totaling to $143.99 and $179.99. The customer can expect to see this reflected in their account within the next 3-5 business days. Unfortunately, DR customer service cannot locate an "initial Avast Premier" purchase totaling to $29.99 and is therefore not able to issue a refund. If the customer is able to provide confirmation of this order or an order number, DR customer service would be happy to look further into such order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the response however, please find attached the invoice for the original purchase of the Avast which they could not find the order number for.
Please note that the refund for the $143.99 has been initiated by the company but still not credited my account.
Please note that the efforts of the Revdex.com are appreciated.
Initial Business Response /* (1000, 5, 2015/08/05) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of three software products. The complaint states that the customer believes the product did not function as advertised and that...
the customer has not been able to obtain a refund. As such, the customer requests a refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located all three of the customer's orders, and DR has processed a refund for the full amount for each, pursuant to the customer's request. The customer can expect to see these refunds reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
I have only received two of the three refunds; thus, please do not close. Can you contact them to see why only two refunds?
Regards,
[redacted]
Final Business Response /* (4000, 10, 2015/08/13) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of three software products. The counter-complaint states that the customer believes one of the three refunds has not yet been received by the customer.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the order number where the refund was not completely processed. This has now been corrected and the customer can expect to see this reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/05/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that the product was backordered and because of this they believe that they did not receive the...
product. The complaint also states that the customer believes they attempted to cancel their order but were unable to do so. As such, the customer requests that DR cancel the order and issue a refund for the product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. Per DR customer service records this order is currently on backorder. As such DR customer service has cancelled this order and has issued a full refund for this product. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River has said they tried to refund the money, but keeps insisting that the refund fails. When calling Digital River, the Returns department keep saying that there is a dispute that is open on the order. I've contacted both Digital River as well as Paypal and Paypal has said that the dispute has already closed. I even set up a three way conference with the two companies and myself and tried to work out other ways to refund my money, but Digital River refuses to use my E-Mail to send me my refund through Paypal and says that they cannot return my money that way. Instead, Digital River keeps saying the refund fails without trying to refund me any other way. I've already tried calling them multiple times, each time saying that whatever they have tried in the past has failed and that I am just frustrated being on the phone with them for more than a few hours combined now with no solution on their end. At this point, I would even be happy for some form of store credit just to get this problem solved and over with. I am just not sure what to do at this point because Digital River is not budging on how they handle refunds, if they are trying to at all.
Final Business Response /* (4000, 9, 2014/05/23) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they tried to obtain a refund but have been unable to do so. As such, they request a refund for the product's purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the amount charged for the product is in chargeback status.
DR customer service would be happy to issue a refund for this amount; however, DR is not able to do so because the funds are in chargeback status. When funds are put into chargeback status, they become frozen and DR customer service cannot do anything with those funds. Only the customer has the ability to remove these fund from chargeback status. DR customer service asks that the customer remove the chargeback status so that we are able to process a refund.
If the customer believes the funds have been removed from chargeback status they will need to demonstrate this to use by providing a signed letter on company letterhead from their bank stating that all chargebacks and disputes have been reversed on this order, as DR customer service records indicate otherwise.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer believes that the software purchased was defective. As such, the customer is requesting a full refund. ...
By way of reference, DR provides outsourced e-commerce reselling services to software manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. DR does not create the I-Recovery software and only handles one of the online stores where this item can be purchased. Furthermore, DR does not handle the shareware or try before you buy software for the company that this software was purchased from and therefore cannot assist with this claim. DR suggests that the customer file this complaint against the creator of the software, as no order was placed through DR’s system. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/04/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes he requested to cancel his order because of a shipping delay. The...
customer believes he was informed that his order would be cancelled if the product was refused and returned to the warehouse. The customer states that they have refused the product and they believe it has been returned to the warehouse, but no refund has been issued. As such, the customer requests a refund for the full amount.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records the product has in fact returned to the warehouse.
DR customer service issued a refund for the purchase price on April 10, 2014 and a refund for shipping was issued on April 14, 2014. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/12/29) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that their order was placed on hold and not fully processed. As...
such, the customer requests that their order be processed fully so that the customer may receive their product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
According to DR customer service records the customer's order was placed on hold by DR's fraud system. When an order is held by the fraud system, the order must be reviewed by the fraud team before it can be released for processing. This often takes up to 72 hours. Occasionally, legitimate orders are caught by the system. When this occurs the orders are released within the 72 hours after they have been reviewed.
Per DR customer service records the customer's order is now complete and a confirmation email has been sent to the customer for the order. No further action is required.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/02/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and the subsequent attempted cancellations of such product. The complaint states that the customer believes...
the customer attempted to cancel the auto-renewal of the product on four separate occasions, without success. As such, the customer requests a refund of the auto-renewal charges since July 2015 and discontinuance of further auto-renewals.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the following monthly orders, made on the following dates:
10-11-2015
1-6-2016
12-6-2015
11-6-2015
DR customer service has processed a refund for these charges, and the customer can expect to see this reflected on their account within the next 3-5 business days. If there are any other charges in question, please let us know the dates and amounts so that we may attempt to locate them in our system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
This matter has now been satisfactorily resolved with Avast. The contracted service has been cancelled, and the months that were charged that, during which time I was unable to get the service cancelled, have been arranged to be refunded. Very satisfied with results. Thank you for your help. - T. E. [redacted]
Initial Business Response /* (1000, 5, 2014/11/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not...
been resolved.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, please provide what problem the customer encountered with the product, i.e., not received or did not function properly.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Charge me on 11.03.14 Spoken with 7 employee
By this moment no response, no action , no product
No matter what they say -stay away from this company
I personally don't like some body to treat me ,this way
Today is 11.19 2014 don't accept any apologizes
Final Business Response /* (4000, 12, 2014/12/02) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not been resolved.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, what problem the customer encountered with the product, i.e., not received or did not function properly.
DR customer service is unable take any action for the customer if they do not have the information necessary to locate the order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 14, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid 40.70 $ for your product on November 6 2014.
You ask me for my issue today December 02 2014.
By this moment no response and any product from Digital River.
I don't need anything from you any more- just my money back.
Thank you
Initial Business Response /* (1000, 5, 2014/04/16) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that the software was never installed, further it states...
that the customer believes the product and charges were fraudulently made.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The phone calls referenced in this complaint were not placed by DR, but by a software developer utilizing these ecommerce services.
DR customer service issued a refund for the original order on April 15, 2014. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/09/12) */
Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. As such, the customer...
requests a refund for purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order using the information the customer provided. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the purchase price.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DR is dancing around the issue I believe. However Stellar Recovery had a miraculous change of heart and refunded the full amount of the purchase.
While I think Digital River is dodging the issue I am okay with closing the case because I accomplished my mission of getting my money back.
So thanks to all involved. And a special thank you to the Revdex.com for making this happen.
[redacted]
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for DR to discontinue charging sales tax on products purchased and shipped within certain states within the U.S. The complaint states that the customer...
had purchased a product from DR and was charged a sales tax on the product. As such, the customer is requesting that DR discontinue charging customers sales tax on shipments made within Georgia. DR’s tax management program is in compliance with all state and governmental agencies and laws. Additionally, DR remits all funds received from sales tax to the respective state where a product is purchased. All taxes were disclosed to the customer at the time of purchase. DR regrets any confusion experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/05/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised and that the customer was unable to obtain any resolution or refund. As...
such the customer requests a refund for the full purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service would be happy to provide a refund and has sent the customer RMA instructions via email so that a refund may be processed.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer attempted to decline auto-renewal of a software program and was...
still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year she did not intend to renew.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
Per the customer's request, DR customer service issued the customer a full refund on March 9, 2016. DR customer service has also turned off any future auto-renewals in regards to this order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
Initial Business Response /* (1000, 5, 2016/02/20) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding their request for provision of a product license code that was not received by the customer via the product delivery email upon purchase. As such, the...
customer is requesting provision of the delivery code he did not receive upon purchasing the product.
Per the customer's request, DR located the customer's order and confirmed that due to an error in DR's system, no license code was attached to the original order. DR Customer Service representatives are currently working to have this corrected and will contact the customer as soon as the customer license key is available.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River was very nice and offered a course of action but was very unwilling to DO anything. It took a lot of discussion to get them to actually help a little bit. It was their mistake and I expect reputable companies to help rectify their mistakes more than this one did.
Initial Business Response /* (1000, 5, 2014/12/26) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests...
a full refund for the purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR records, DR customer service submitted a refund request to software's publisher and is currently awaiting a response.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a bad business when this company just takes the money and not offering your phone number or any other way of contact after selling the product. Simply give the contact/link to SAP CS in the receipt and let them turn the customer away by saying it's not SAP's business to deal with the problem has been an incredible bad source of frustration and time waster.
Why do you want to hide your contacts and bounces all the reply Emails as a business? Seriously, please stop this BS business if you are not willing to support your sell! I will warn anybody I know to stay away from this scam(Digital River, Inc.), and please help others by doing the same.
Final Business Response /* (4000, 9, 2015/01/07) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests a full refund for the purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund has been approved by Business Objects and processed on December 20, 2014. The customer should see this reflected in their account.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/09/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and have still not received the product. The complaint also...
states that the customer believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. Per customer service records the product was shipped on August 12th, 2014 but an incorrect tracking number was received from the warehouse. DR customer service has still not been able to obtain the correct tracking number from the warehouse. As such, DR customer service has issued a refund for the customer's order. The customer can expect to see this refund reflected in their account in the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/02/20) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they did not receive the product. As such, the customer...
requests the item for the option of choosing other items.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. DR customer service records show that the item is on backorder. DR cannot swap out products; however, if the customer no longer wishes to receive the product, then the customer will need to cancel such item for a refund and place a new order. Unfortunately, DR customer service does not have the ability to obtain an estimated delivery time when items are on backorder. If the customer wishes to cancel this order a refund can be processed and the customer may make a new purchase.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer believes that the product that he purchased was defective. As such, the customer is requesting a full refund for the...
amount charged to his credit card. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. Per the customer’s request, DR customer service issued the customer a full refund on May 5, 2016. This credit should appear in the customer’s account within 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/03/17) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer believes he declined to auto-renew a software program and was...
still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year he did not intend to renew.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
DR customer service has located the customer's order. However because the customer has disputed the order, the customer's bank has already pulled back the funds. Therefore, DR no longer has the customer's funds. If the customer would like DR to process a refund, they will first have to request that their bank drop the dispute and unfreeze the funds.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
Initial Business Response /* (1000, 5, 2014/06/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not ship correctly, and that his product was...
delayed. As such, the customer requests a full refund for product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on June 4, 2014. To correct this issue DR customer service has sent the customer an e-label to return the product free of charge.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A refund is fine, but I would like the company to address why are taking payment for overnight shipping, yet not supplying that service to customers.
I would also like to know why my online invoice was $222.23 (after $100 coupon) yet according to the received invoice, $304.04, for which shipping was just $5.04. If that's the case, shouldn't my online invoice have been $204.04?
Please specify:
1. The shipping I selected and total charge online.
2. The charge you made to my credit card.
3. The shipping charge you have in your system and method of shipping.
4. Why any discrepancy exists.
I have checked online and several others are complaining that you're charging for a service you are not providing.
Final Business Response /* (4000, 13, 2014/06/25) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not arrive on time and that they were incorrectly charged. As such, the customer requests an explanation of why they were charged incorrectly.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has since corrected the shipping option and it will not affect future customers.
DR customer service does not have a copy of the physical invoice the customer received with their shipping, only the correct invoice attached to the customer's order. DR apologizes for any printing error that may have occurred on the customer's physical invoice. The customer may access the correct invoice from their confirmation email, which has been resent.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just really want you to address my original questions. And if your charging me $8.69 for shipping, why does that vary from the physical invoice I received?
I appreciate that overnight shipping should not have been an option, but is was (still is?) and you have failed to answer my aforementioned questions.
Initial Business Response /* (1000, 5, 2014/12/04) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of several products. The complaint states that the customer believes the products and services did not function as advertised and...
that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase prices.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the two November 24th, 2014 purchases and has issued a refund for the full purchase price of those two orders totaling to $143.99 and $179.99. The customer can expect to see this reflected in their account within the next 3-5 business days. Unfortunately, DR customer service cannot locate an "initial Avast Premier" purchase totaling to $29.99 and is therefore not able to issue a refund. If the customer is able to provide confirmation of this order or an order number, DR customer service would be happy to look further into such order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the response however, please find attached the invoice for the original purchase of the Avast which they could not find the order number for.
Please note that the refund for the $143.99 has been initiated by the company but still not credited my account.
Please note that the efforts of the Revdex.com are appreciated.
Initial Business Response /* (1000, 5, 2015/08/05) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of three software products. The complaint states that the customer believes the product did not function as advertised and that...
the customer has not been able to obtain a refund. As such, the customer requests a refund.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located all three of the customer's orders, and DR has processed a refund for the full amount for each, pursuant to the customer's request. The customer can expect to see these refunds reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
I have only received two of the three refunds; thus, please do not close. Can you contact them to see why only two refunds?
Regards,
[redacted]
Final Business Response /* (4000, 10, 2015/08/13) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of three software products. The counter-complaint states that the customer believes one of the three refunds has not yet been received by the customer.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the order number where the refund was not completely processed. This has now been corrected and the customer can expect to see this reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/05/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that the product was backordered and because of this they believe that they did not receive the...
product. The complaint also states that the customer believes they attempted to cancel their order but were unable to do so. As such, the customer requests that DR cancel the order and issue a refund for the product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the customer's order. Per DR customer service records this order is currently on backorder. As such DR customer service has cancelled this order and has issued a full refund for this product. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Digital River has said they tried to refund the money, but keeps insisting that the refund fails. When calling Digital River, the Returns department keep saying that there is a dispute that is open on the order. I've contacted both Digital River as well as Paypal and Paypal has said that the dispute has already closed. I even set up a three way conference with the two companies and myself and tried to work out other ways to refund my money, but Digital River refuses to use my E-Mail to send me my refund through Paypal and says that they cannot return my money that way. Instead, Digital River keeps saying the refund fails without trying to refund me any other way. I've already tried calling them multiple times, each time saying that whatever they have tried in the past has failed and that I am just frustrated being on the phone with them for more than a few hours combined now with no solution on their end. At this point, I would even be happy for some form of store credit just to get this problem solved and over with. I am just not sure what to do at this point because Digital River is not budging on how they handle refunds, if they are trying to at all.
Final Business Response /* (4000, 9, 2014/05/23) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they tried to obtain a refund but have been unable to do so. As such, they request a refund for the product's purchase price.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the amount charged for the product is in chargeback status.
DR customer service would be happy to issue a refund for this amount; however, DR is not able to do so because the funds are in chargeback status. When funds are put into chargeback status, they become frozen and DR customer service cannot do anything with those funds. Only the customer has the ability to remove these fund from chargeback status. DR customer service asks that the customer remove the chargeback status so that we are able to process a refund.
If the customer believes the funds have been removed from chargeback status they will need to demonstrate this to use by providing a signed letter on company letterhead from their bank stating that all chargebacks and disputes have been reversed on this order, as DR customer service records indicate otherwise.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. The complaint states that the customer believes that the software purchased was defective. As such, the customer is requesting a full refund. ...
By way of reference, DR provides outsourced e-commerce reselling services to software manufacturers and developers to assist them in selling their products on the internet. The software’s publisher handles technical support for this product. DR does not create the I-Recovery software and only handles one of the online stores where this item can be purchased. Furthermore, DR does not handle the shareware or try before you buy software for the company that this software was purchased from and therefore cannot assist with this claim. DR suggests that the customer file this complaint against the creator of the software, as no order was placed through DR’s system. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/04/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes he requested to cancel his order because of a shipping delay. The...
customer believes he was informed that his order would be cancelled if the product was refused and returned to the warehouse. The customer states that they have refused the product and they believe it has been returned to the warehouse, but no refund has been issued. As such, the customer requests a refund for the full amount.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records the product has in fact returned to the warehouse.
DR customer service issued a refund for the purchase price on April 10, 2014 and a refund for shipping was issued on April 14, 2014. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/12/29) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that their order was placed on hold and not fully processed. As...
such, the customer requests that their order be processed fully so that the customer may receive their product.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
According to DR customer service records the customer's order was placed on hold by DR's fraud system. When an order is held by the fraud system, the order must be reviewed by the fraud team before it can be released for processing. This often takes up to 72 hours. Occasionally, legitimate orders are caught by the system. When this occurs the orders are released within the 72 hours after they have been reviewed.
Per DR customer service records the customer's order is now complete and a confirmation email has been sent to the customer for the order. No further action is required.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2016/02/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and the subsequent attempted cancellations of such product. The complaint states that the customer believes...
the customer attempted to cancel the auto-renewal of the product on four separate occasions, without success. As such, the customer requests a refund of the auto-renewal charges since July 2015 and discontinuance of further auto-renewals.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has located the following monthly orders, made on the following dates:
10-11-2015
1-6-2016
12-6-2015
11-6-2015
DR customer service has processed a refund for these charges, and the customer can expect to see this reflected on their account within the next 3-5 business days. If there are any other charges in question, please let us know the dates and amounts so that we may attempt to locate them in our system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
This matter has now been satisfactorily resolved with Avast. The contracted service has been cancelled, and the months that were charged that, during which time I was unable to get the service cancelled, have been arranged to be refunded. Very satisfied with results. Thank you for your help. - T. E. [redacted]
Initial Business Response /* (1000, 5, 2014/11/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not...
been resolved.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, please provide what problem the customer encountered with the product, i.e., not received or did not function properly.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Charge me on 11.03.14 Spoken with 7 employee
By this moment no response, no action , no product
No matter what they say -stay away from this company
I personally don't like some body to treat me ,this way
Today is 11.19 2014 don't accept any apologizes
Final Business Response /* (4000, 12, 2014/12/02) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not been resolved.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, what problem the customer encountered with the product, i.e., not received or did not function properly.
DR customer service is unable take any action for the customer if they do not have the information necessary to locate the order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 14, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid 40.70 $ for your product on November 6 2014.
You ask me for my issue today December 02 2014.
By this moment no response and any product from Digital River.
I don't need anything from you any more- just my money back.
Thank you
Initial Business Response /* (1000, 5, 2014/04/16) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that the software was never installed, further it states...
that the customer believes the product and charges were fraudulently made.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The phone calls referenced in this complaint were not placed by DR, but by a software developer utilizing these ecommerce services.
DR customer service issued a refund for the original order on April 15, 2014. The customer can expect to see this reflected in their account within 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.