Excel Packaging Ltd

There was an error on our end where this client was accidentally billed for service after she had cancelledWe have a day cancellation policy but she had cancelled more than days in advance so she should not have been billed for the serviceThe merchant had contacted us regarding the error and she was refunded same day 5/*/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

First off AppCard takes full responsibility for any negative experience that any of our customers have and feedback like this is most welcome.  We would like to apologize for any inconvenience that you may have experienced with our platform.  I will attempt to clarify some of the opinions...

expressed in this complaint, but would like to reiterate that any negative experience from a customer is always the fault and responsibility of the service provider, so we hope to learn from this experience to provide better customer service to our current and future local business partners.  AppCard is a loyalty and rewards program for locally owned businesses giving business owners the same level of customer insights as a big box retail store.  Our technology allows business owners to identify each customer’s buying habits, cycles and product favorites and using an Artificial Intelligence program, we use that data to communicate intelligently with each customer on a 1:1 basis.  Unfortunately our technology does require a business to have consistent internet access to function continuously and without fail.  When the internet connection is interrupted, our system may need to be restarted as was the case with this business.  During those interruptions, if a business continues to use the system without checking the display screen on the face of the terminal, then they will not be awarding points to customers for their purchases.  At no point did this business manually enter points for their customers, rather they spoke with their Account Manager who made the adjustments for them.  As a result, an element of human error was introduced into an otherwise and normally completely automated system.  One of the beauties of AppCard is that the system awards points and punches to customers automatically based on their actual purchase by listening to what the POS is telling us the customer has purchased.  There was indeed an error made when AppCard manually updated points for the business as their system went down, this was not intentional nor was it fraudulent.  It was a data entry mistake.  These types of mistakes are a common issue with digital loyalty programs, AppCard’s automated solution has circumvented this issue in all cases save when human intervention is required, as was the case here.   To address the last issue here, AppCard offers unlimited loyalty cards to its customers as part of an all-inclusive flat monthly rate.  These cards can be used interchangeably at any business that uses AppCard so that users do not carry numerous loyalty cards in their wallets.  These cards are branded with AppCard logos and color schematic.  For an additional charge, AppCard will use its graphic design team to work with a business owner to create their own customized cards for their business.  Once the design has been approved by the business, AppCard prints and ships the custom cards to the business.  The $5,800 charge was not theft or stealing, it was a charge for an additional material product that the business requested and agreed to pay for.  Custom cards are not a standard offering in AppCard’s product set, rather we accommodate the creation of customized cards for businesses if they wish to provide them to their customers.  AppCard would love to resolve any further issues and our offer to continue to work for you free charge until you are satisfied with our system still stands.

There was an error on our end where this client was accidentally billed for service after she had cancelled. We have a 30 day cancellation policy but she had cancelled more than 30 days in advance so she should not have been billed for the service. The merchant had contacted us regarding the error...

and she was refunded same day 5/*/2017.