Initial Business Response /* (1000, 5, 2015/11/16) */
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 the product did not function as advertised, and as such,...
the customer requests a refund in the amount of $190.19.
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, and DR customer service records indicate that a refund was processed on 11/13/15. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
Initial Business Response /* (1000, 5, 2015/05/07) */
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 upon receipt of a replacement product the customer had to pay...
additional import duties. As such, the customer requests a full refund for the additional import duties that were charged.
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 requested that the customer send a copy of the bill from customs. The customer has stated that they have provided the bill twice, however DR customer service is unable to locate this bill. DR customer service asks that the customer provide the customs bill through the Revdex.com website.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached the bill on 5 separate occasions in emails to Digital River. Each time they suggest non-receipt. I attach it here as requested in the hopes that this will finally be resolved. I last emailed them with the documentation on May 1st and again received no reply.
Again I am seeking reimbursement for the additional $26.70 that I paid in import duties on this replacement product.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/05/14) */
Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes upon receipt of a replacement product the customer had to pay additional import duties. As such, the customer requests a full refund for the additional import duties that were charged.
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 still been unable to locate any of the emails containing the bill.
However, DR customer service is able to view the customs bill through the Revdex.com website now that the customer has posted such bill to this complaint. As such, DR customer service has processed a refund for the customs bill. The customer can expect to see this reflected in their account within the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/24) */
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 she did not receive the software product she has tried...
paying for numerous times. As such, the customer requests that she receive her software 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 one order placed by this customer. Per DR records, the product is waiting to be paid for by Wire Transfer.
If the customer believes she has already paid for the product or that she has paid for the product twice, she may provide a copy of her bank statement demonstrating this payment.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 6, 2014/06/17) */
I just received a full refund today, June 16th, to my Paypal account. I haven't heard anything else from them. Since I have gotten my money back, you can now close this case. Thank you for your help.
Initial Business Response /* (1000, 5, 2014/05/15) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and the...
customer believes they have not been able to use 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. DR customer service has located the order placed on May 7th, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 6, 2014/03/27) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their orders by the promised...
delivery date. The customer beleives that he tried to cancel one order because the product was on backorder, but has been unable to do so. As such, the customer requests a refund for both products.
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 by the customer on February 9th, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action.
DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Consumer Response /* (4200, 13, 2014/04/04) */
After closing the PayPal dispute one week ago, I have not received a refund nor any information as to when this will happen. I would like communication from DigitalRiver as to when I will be credited the full amount of my purchase.
Business Response /* (4000, 15, 2014/04/09) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer has closed their dispute with PayPal but has not yet received 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 was not aware that the dispute had been closed until it appeared in their system on April 8, 2014.
DR customer service has now issued a refund for the full amount. The customer can expect to see this back 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, 2014/06/17) */
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 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. DR customer service has not been able to locate the order with the information provided by the customer. DR customer service requests that the customer provide additional information used to place the order such as order number, date of transaction, email used to place the order, and the amount that the customer was charged.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an invoice from Customer Service. It reads as follows;
Share-it Digital River, Inc
XXXXX [redacted] XXXXX USA
Invoice for order #XXXXXXXXX dated 10-Jun-2014
Seller of the product:
Digital River GmbH
Scheidtweilerstr. 4
XXXXX Cologne Germany
Tax ID Number (Germany) [redacted]
VAT-ID: DEXXXXXXXXX
Total charge to my card 69.95 dollars. I have also contacted the publisher without no luck.
Publisher is ProSoft Apps owner [redacted] This individual has not have the courtesy to reply to my numerous email I have send. I just want my money back.
Final Business Response /* (4000, 9, 2014/06/27) */
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 has tried to obtain a refund but has been unable to receive one. As such, the customer requests a refund for their 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 and has reached out to the publisher to see if they will respond and agree to process a refund. If DR customer service does not hear back from the publisher within two days, DR customer service will issue the refund for the customer.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
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. Money has been refunded.
Thank you so much.
Initial Business Response /* (1000, 5, 2014/05/15) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and has...
not been able to use 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. DR customer service has located the order placed on April 30th, 2014. DR customer service records indicate that a refund was issued for the full purchase price on May 13th, 2014. The customer can expect to see this reflected in their account 3-5 business days from that date.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such,...
the customer requests a refund for the charge.
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 only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Arenanet can assist with this request.
Customer URL: http://support.guildwars2.com
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a customer service issue with the company (Arenanet)that Digital River Inc contracts with. By virtue of their own job description, DRI "...to assist them in selling their products on the internet." DRI is the company that accessed our account without authorization and took the money from our account, not Arenanet. DRI is the company that needs to reverse the charges because we never received a product from Arenanet, so it is NOT a customer service problem with them. It is a customer service problem with DRI that fraudulently provided the funds to Arenanet. Therefore, DRI is reponsible for the unauthorized charges.
Final Business Response /* (4000, 9, 2015/03/24) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such, the customer requests a refund for the charge.
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 only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer issues. Therefore, DR cannot provide any customer assistance such as a refund or any kind of repatriation of funds to the customer. Only Arenanet can assist with this request.
Customer URL: http://support.guildwars2.com
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 7, 2014/09/08) */
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 the product did not function as advertised. As such, the...
customer requests a full refund for the purchase price of both orders.
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 and has issued a full refund for the order. The customer can expect to see this reflected in their account in the next 3-5- business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/26) */
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 he cancelled his order because it was on backorder. The customer...
believes he was informed that his order could not be cancelled. As such, the customer wishes to receive a refund for the order and a shipping label so that he may return 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 and cannot cancel the order as it has already been fully processed. An elabel was shipped to the customer on March 25, 2014 so that he may return the product.
In order to obtain a refund for this order, the product must be shipped back to the warehouse before the refund can be processed. Additionally, if the customer has disputed the charge with his credit card company/paypal, the customer will need to drop that dispute in order for DR customer service to be able to process a refund.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 8, 2015/06/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the customer was guaranteed money back, and thereby filed a refund request. The customer also states that they have...
been unable to obtain such a refund. As such, the customer is requesting 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.
Per DR customer service has located the customer's order and DR has processed the refund, pursuant to the customer's request. The customer can expect to see this refund reflected in their account with then next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
[redacted]
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/07) */
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 the product did not ship correctly, and was delayed. As such, the...
customer requests a full refund for the order.
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 July 20th, 2014. DR customer service records indicate that the customer's product was temporarily out of stock causing the shipment of the order to be delayed. The product was not restocked until July 28th, 2014 and therefore could not be shipped to the customer before that date.
DR customer service records show the customer later tried to cancel this order but was unable to do so because it had already been shipped by the warehouse. If the customer would like a refund for the order, they will need to return the product. A refund will be issued by DR customer service once the product is received by the warehouse.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally received the item - 17 days after the order was placed. If you look at the shipping information for this order, you will find that the item was not shipping until August 1st. That is four days after the July 28 restocked date stated by the business's response.
It was especially frustrating every time I checked with DR customer service, I was told the restocking date would be the SAME DAY as the inquiry was made:
7/23
7/24
7/27
7/28
Why so?
Initial Business Response /* (1000, 7, 2015/03/09) */
Digital River ("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 the order was cancelled and also believes that they were still...
subsequently charged. As such, the customer requests a 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. DR customer service has located the customer's order. DR customer service records indicate that the customer's bank account only reflects a preauthorization charge, meaning their bank has set the money aside in anticipation of a charge.
Unfortunately, DR customer service has no control over that process and the customer must contact their bank and inquire with them to remedy the preauthorization charge. If the bank requires information from DR customer service to remove it, please have the customer reply with what information is specifically required so that it may be provided.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/09/18) */
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 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 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 and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 6, 2015/08/04) */
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 the customer did not purchase the product, but rather, was...
the target of a scam. As such, the customer requests a full 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 been unable to locate any orders in our system with the information provided. DR customer service has reached out to the customer, through separate correspondence, to assist the customer in locating the order/charge. If the customer is unwilling or unable to provide additional information to aid in locating the charge, DR will be unable to process the requested refund. Therefore, DR customer service asks that the customer contact DR, so that DR may further attempt to locate the the charge/order, as well as to cancel any automatic renewals.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
I spoke in detail with some young woman at this business in order to resolve this before I took the matter to you. I have not used this software in over five years plus, maybe more. They claim to have sold me a renewal AND IT IS STILL NOT ON MY COMPUTER! I had to have my credit card cancelled three years ago and receive a new one. Now I am finding myself in the same situation again. The only solution the representative would give me is for me to give her my credit card number again. I am not stupid. I am not giving them my credit card information again. To apply this charge to my account they had to have my number and also they would not take the reference/transaction number on my statement to try and track this transaction. I gave them all the email addresses I have had in the past ten years and for some reason they could not match me to one single one. And this is the same complaint consumers are stating on the internet. They give them the same song and dance. Please, please go on the internet and research this company for yourself! So I don't know what other information that I could give them that would help them. I still state that I do not understand when consumers have been complaining and trying to take action against these people with no success since as far back as 2012 that these people are still getting away with this! And not because the consumers are ordering it but because somehow they get our information and just charge us. That is how they are making their money. With people like me that are reaching out for someone to help them but getting nowhere and our hands are tied. I see no alternative except to cancel my card and start again because some scam artist has the information and know how to scam people out of their hard earned money and mine is. I am a single person trying to pay a mortgage and bills and working two jobs to do survive and now I've got to give some scam artist $40.00 of my hard earned money FOR NOTHING!!!!!!! I will call the number but I will give them NO PERSONAL INFORMATION. THEY ALREADY HAVE ENOUGH TO CHEAT ME!!! I thank you for your response but I feel I have gotten no satisfaction or justice. Doreen [redacted]
Final Business Response /* (4000, 10, 2015/08/17) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the customer did not purchase the product, but rather, was the target of a scam. As such, the customer requests a full 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.
The customer has refused to provide any additional information to DR customer service. Without further information, DR customer service is unable to locate the order/charge in question, and therefore, we are unable to process a refund. While DR understands that the customer does not want to provide any further information, this unfortunately means there is nothing further DR can do, and the customer will have to work with their bank to resolve the issue. DR cannot process a refund for an order we are unable to locate in our system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two products. The customer believes the second product on his order was cancelled without his consent. As such, the customer...
requests that the cancelled order be fulfilled. The customer also requests that a promotion be applied to his order.
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 placed on January 7, 2014. Per DR customer service records, this promotion cannot be applied to the customer's order. The promotion is available to customers who purchased the products on February 7th or 8th because of an error caused by the seller.
DR customer service is verifying if there are available copies of the customer's cancelled product left for purchase. If so, DR customer service will reach out to the customer and offer him the ability to purchase the product with free shipping.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
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.
This message to confirm that I was refunded from Digital River by deposit to my bank account.
Thank you,
[redacted].
Initial Business Response /* (1000, 5, 2014/10/02) */
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 function as advertised and that the customer has...
not been able to obtain a full refund. 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.
DR customer service has located the customer's order placed on September 29th, 2014 and has processed a refund for the full purchase price. 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, 2015/11/16) */
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 the product did not function as advertised, and as such,...
the customer requests a refund in the amount of $190.19.
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, and DR customer service records indicate that a refund was processed on 11/13/15. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
Initial Business Response /* (1000, 5, 2015/05/07) */
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 upon receipt of a replacement product the customer had to pay...
additional import duties. As such, the customer requests a full refund for the additional import duties that were charged.
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 requested that the customer send a copy of the bill from customs. The customer has stated that they have provided the bill twice, however DR customer service is unable to locate this bill. DR customer service asks that the customer provide the customs bill through the Revdex.com website.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached the bill on 5 separate occasions in emails to Digital River. Each time they suggest non-receipt. I attach it here as requested in the hopes that this will finally be resolved. I last emailed them with the documentation on May 1st and again received no reply.
Again I am seeking reimbursement for the additional $26.70 that I paid in import duties on this replacement product.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/05/14) */
Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes upon receipt of a replacement product the customer had to pay additional import duties. As such, the customer requests a full refund for the additional import duties that were charged.
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 still been unable to locate any of the emails containing the bill.
However, DR customer service is able to view the customs bill through the Revdex.com website now that the customer has posted such bill to this complaint. As such, DR customer service has processed a refund for the customs bill. The customer can expect to see this reflected in their account within the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/24) */
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 she did not receive the software product she has tried...
paying for numerous times. As such, the customer requests that she receive her software 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 one order placed by this customer. Per DR records, the product is waiting to be paid for by Wire Transfer.
If the customer believes she has already paid for the product or that she has paid for the product twice, she may provide a copy of her bank statement demonstrating this payment.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Final Consumer Response /* (3000, 6, 2014/06/17) */
I just received a full refund today, June 16th, to my Paypal account. I haven't heard anything else from them. Since I have gotten my money back, you can now close this case. Thank you for your help.
Initial Business Response /* (1000, 5, 2014/05/15) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and the...
customer believes they have not been able to use 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. DR customer service has located the order placed on May 7th, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 6, 2014/03/27) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their orders by the promised...
delivery date. The customer beleives that he tried to cancel one order because the product was on backorder, but has been unable to do so. As such, the customer requests a refund for both products.
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 by the customer on February 9th, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action.
DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Consumer Response /* (4200, 13, 2014/04/04) */
After closing the PayPal dispute one week ago, I have not received a refund nor any information as to when this will happen. I would like communication from DigitalRiver as to when I will be credited the full amount of my purchase.
Business Response /* (4000, 15, 2014/04/09) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer has closed their dispute with PayPal but has not yet received 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 was not aware that the dispute had been closed until it appeared in their system on April 8, 2014.
DR customer service has now issued a refund for the full amount. The customer can expect to see this back 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, 2014/06/17) */
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 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. DR customer service has not been able to locate the order with the information provided by the customer. DR customer service requests that the customer provide additional information used to place the order such as order number, date of transaction, email used to place the order, and the amount that the customer was charged.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an invoice from Customer Service. It reads as follows;
Share-it Digital River, Inc
XXXXX [redacted] XXXXX USA
Invoice for order #XXXXXXXXX dated 10-Jun-2014
Seller of the product:
Digital River GmbH
Scheidtweilerstr. 4
XXXXX Cologne Germany
Tax ID Number (Germany) [redacted]
VAT-ID: DEXXXXXXXXX
Total charge to my card 69.95 dollars. I have also contacted the publisher without no luck.
Publisher is ProSoft Apps owner [redacted] This individual has not have the courtesy to reply to my numerous email I have send. I just want my money back.
Final Business Response /* (4000, 9, 2014/06/27) */
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 has tried to obtain a refund but has been unable to receive one. As such, the customer requests a refund for their 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 and has reached out to the publisher to see if they will respond and agree to process a refund. If DR customer service does not hear back from the publisher within two days, DR customer service will issue the refund for the customer.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
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. Money has been refunded.
Thank you so much.
Initial Business Response /* (1000, 5, 2014/05/15) */
Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and has...
not been able to use 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. DR customer service has located the order placed on April 30th, 2014. DR customer service records indicate that a refund was issued for the full purchase price on May 13th, 2014. The customer can expect to see this reflected in their account 3-5 business days from that date.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2015/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such,...
the customer requests a refund for the charge.
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 only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Arenanet can assist with this request.
Customer URL: http://support.guildwars2.com
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a customer service issue with the company (Arenanet)that Digital River Inc contracts with. By virtue of their own job description, DRI "...to assist them in selling their products on the internet." DRI is the company that accessed our account without authorization and took the money from our account, not Arenanet. DRI is the company that needs to reverse the charges because we never received a product from Arenanet, so it is NOT a customer service problem with them. It is a customer service problem with DRI that fraudulently provided the funds to Arenanet. Therefore, DRI is reponsible for the unauthorized charges.
Final Business Response /* (4000, 9, 2015/03/24) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such, the customer requests a refund for the charge.
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 only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer issues. Therefore, DR cannot provide any customer assistance such as a refund or any kind of repatriation of funds to the customer. Only Arenanet can assist with this request.
Customer URL: http://support.guildwars2.com
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 7, 2014/09/08) */
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 the product did not function as advertised. As such, the...
customer requests a full refund for the purchase price of both orders.
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 and has issued a full refund for the order. The customer can expect to see this reflected in their account in the next 3-5- business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/26) */
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 he cancelled his order because it was on backorder. The customer...
believes he was informed that his order could not be cancelled. As such, the customer wishes to receive a refund for the order and a shipping label so that he may return 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 and cannot cancel the order as it has already been fully processed. An elabel was shipped to the customer on March 25, 2014 so that he may return the product.
In order to obtain a refund for this order, the product must be shipped back to the warehouse before the refund can be processed. Additionally, if the customer has disputed the charge with his credit card company/paypal, the customer will need to drop that dispute in order for DR customer service to be able to process a refund.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 8, 2015/06/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the customer was guaranteed money back, and thereby filed a refund request. The customer also states that they have...
been unable to obtain such a refund. As such, the customer is requesting 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.
Per DR customer service has located the customer's order and DR has processed the refund, pursuant to the customer's request. The customer can expect to see this refund reflected in their account with then next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
[redacted]
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/07) */
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 the product did not ship correctly, and was delayed. As such, the...
customer requests a full refund for the order.
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 July 20th, 2014. DR customer service records indicate that the customer's product was temporarily out of stock causing the shipment of the order to be delayed. The product was not restocked until July 28th, 2014 and therefore could not be shipped to the customer before that date.
DR customer service records show the customer later tried to cancel this order but was unable to do so because it had already been shipped by the warehouse. If the customer would like a refund for the order, they will need to return the product. A refund will be issued by DR customer service once the product is received by the warehouse.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally received the item - 17 days after the order was placed. If you look at the shipping information for this order, you will find that the item was not shipping until August 1st. That is four days after the July 28 restocked date stated by the business's response.
It was especially frustrating every time I checked with DR customer service, I was told the restocking date would be the SAME DAY as the inquiry was made:
7/23
7/24
7/27
7/28
Why so?
Initial Business Response /* (1000, 7, 2015/03/09) */
Digital River ("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 the order was cancelled and also believes that they were still...
subsequently charged. As such, the customer requests a 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. DR customer service has located the customer's order. DR customer service records indicate that the customer's bank account only reflects a preauthorization charge, meaning their bank has set the money aside in anticipation of a charge.
Unfortunately, DR customer service has no control over that process and the customer must contact their bank and inquire with them to remedy the preauthorization charge. If the bank requires information from DR customer service to remove it, please have the customer reply with what information is specifically required so that it may be provided.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/09/18) */
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 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 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 and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 6, 2015/08/04) */
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 the customer did not purchase the product, but rather, was...
the target of a scam. As such, the customer requests a full 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 been unable to locate any orders in our system with the information provided. DR customer service has reached out to the customer, through separate correspondence, to assist the customer in locating the order/charge. If the customer is unwilling or unable to provide additional information to aid in locating the charge, DR will be unable to process the requested refund. Therefore, DR customer service asks that the customer contact DR, so that DR may further attempt to locate the the charge/order, as well as to cancel any automatic renewals.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
I spoke in detail with some young woman at this business in order to resolve this before I took the matter to you. I have not used this software in over five years plus, maybe more. They claim to have sold me a renewal AND IT IS STILL NOT ON MY COMPUTER! I had to have my credit card cancelled three years ago and receive a new one. Now I am finding myself in the same situation again. The only solution the representative would give me is for me to give her my credit card number again. I am not stupid. I am not giving them my credit card information again. To apply this charge to my account they had to have my number and also they would not take the reference/transaction number on my statement to try and track this transaction. I gave them all the email addresses I have had in the past ten years and for some reason they could not match me to one single one. And this is the same complaint consumers are stating on the internet. They give them the same song and dance. Please, please go on the internet and research this company for yourself! So I don't know what other information that I could give them that would help them. I still state that I do not understand when consumers have been complaining and trying to take action against these people with no success since as far back as 2012 that these people are still getting away with this! And not because the consumers are ordering it but because somehow they get our information and just charge us. That is how they are making their money. With people like me that are reaching out for someone to help them but getting nowhere and our hands are tied. I see no alternative except to cancel my card and start again because some scam artist has the information and know how to scam people out of their hard earned money and mine is. I am a single person trying to pay a mortgage and bills and working two jobs to do survive and now I've got to give some scam artist $40.00 of my hard earned money FOR NOTHING!!!!!!! I will call the number but I will give them NO PERSONAL INFORMATION. THEY ALREADY HAVE ENOUGH TO CHEAT ME!!! I thank you for your response but I feel I have gotten no satisfaction or justice. Doreen [redacted]
Final Business Response /* (4000, 10, 2015/08/17) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the customer did not purchase the product, but rather, was the target of a scam. As such, the customer requests a full 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.
The customer has refused to provide any additional information to DR customer service. Without further information, DR customer service is unable to locate the order/charge in question, and therefore, we are unable to process a refund. While DR understands that the customer does not want to provide any further information, this unfortunately means there is nothing further DR can do, and the customer will have to work with their bank to resolve the issue. DR cannot process a refund for an order we are unable to locate in our system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Business Response /* (1000, 5, 2014/03/11) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two products. The customer believes the second product on his order was cancelled without his consent. As such, the customer...
requests that the cancelled order be fulfilled. The customer also requests that a promotion be applied to his order.
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 placed on January 7, 2014. Per DR customer service records, this promotion cannot be applied to the customer's order. The promotion is available to customers who purchased the products on February 7th or 8th because of an error caused by the seller.
DR customer service is verifying if there are available copies of the customer's cancelled product left for purchase. If so, DR customer service will reach out to the customer and offer him the ability to purchase the product with free shipping.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
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.
This message to confirm that I was refunded from Digital River by deposit to my bank account.
Thank you,
[redacted].
Initial Business Response /* (1000, 5, 2014/10/02) */
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 function as advertised and that the customer has...
not been able to obtain a full refund. 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.
DR customer service has located the customer's order placed on September 29th, 2014 and has processed a refund for the full purchase price. 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.