Infusionsoft

Hi, this issue was handled by another Infusionsoft manager and I believe was handled properly, so I am going to support Duane H [redacted] decision to not remove the balance, I have included that conversation belowFrom: Duane H [redacted] Sent: Thursday, September 22, 2:PMTo: ' [redacted] Cc: Chelsey O***Subject: RE: Your Infusionsoft open balancePam,My name is Duane H [redacted] and I am Chelsey’s managerI have reviewed your account with Chelsey and gone over the communication in this email threadFrom the information that I have looked at I am going to reiterate Chelsey’s previous communication that you do owe the final payment for July in the amount of $You communicated to her that you needed the software for another month (as detailed in previous emails below) and you continued to use Infusionsoft during that timeI did see that you had an issue with emails being delivered to Microsoft accountsI also see that it was handled in an acceptable timeframe by being resolved the next dayAt this time you are responsible for the open balance of $and you can satisfy that with our accounts receivable departmentThis decision is not a reflection of Infusionsoft’s financial healthIt is in line with our agreement to provide access to software services (including fixing problems in an acceptable timeframe) for an agreed upon monthly feeInfusionsoft has provided that service, which you did take advantage ofI hope that this clarifies our position and that you have a great daySmall Business Growth ExpertDUANE H [redacted] ***###-###-#### [redacted]

Upon review of the account charges, I found that there was a system issue that caused the $to bill in error, and so have authorized that it be refundedCustomer should see that post to their account within 7-business days.? Best,Jeremy B [redacted] Customer Success

We spoke with ***k and although we do not share the same business perspective as he does around contracts and the validity of them, we appreciate his experience and chose to offer a refund of half of what he paidHis response is below and we consider the matter resolved at this pointFrom: [redacted] Sent: Thursday, November 03, 12:PM To: Clay J [redacted] Subject: RE: Very Unhappy Customer - Refund Request? Clay,? Of course, this wasn’t the credit amount I was hoping for, but I know special consideration was made for my request and I’m sure there’s no room for negotiations.? I’ll watch for the credit back to my Visa in the next couple days.? I appreciate your efforts.?

Hi Jasmine, here is the response for case#? [redacted] ? Blake G [redacted] worked on this request with the customerOn 6/2/the first request to cancel the account was submitted due to non-payment on the account.? With no response from the customer to settle the outstanding balance, the account was cancelled on 6/19/2015.? On 7/21/Jim West, the primary contact on the account, contacted Infusionsoft to have the account restored and made the payment of $to clear the outstanding balance.? The account was restored on 7/21/per the request of Jim West because he was the primary contact on the account.? A new card was even put on file by Sandra M [redacted] (not Jim’s card) so that all charges were processed on the new card.? Jim contacted Infusionsoft in October and February to have small temporary holds placed on the account and then there was no communication from the company until AJ contacted Infusionsoft in June of asking to cancel the account and stating that Jim was fired and demanded a refund of everything that was charged from July of 2015.? Over a year of charges.? A decision was made not to refund since the primary contact on the account is the one that reactivated the account and a current employee at the office updated the credit card for upcoming recurring charges.?

The customer's account was canceled with the ability to restore once the dispute was resolved through usThis is how we suspend accounts that are in disputeCharging back a bill means that the charge was fraudulentTo prevent further claims of fraudulent charges all chargebacks result in a suspended account until cleared upBelow is our policy and a link to the policyI will recommend to our legal team that they take a second look at itHowever, customers have a chance to review our policy before they purchase Infusionsoft and at the point of sale and when they first login to their application.Billing DisputesEach Infusionsoft customer agrees to provide Infusionsoft days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bankShould Infusionsoft receive a chargeback from a third-party credit/debit card company or bank on the customer's behalf before Infusionsoft has been given a chance to resolve the issue, Infusionsoft has the right to charge the customer for its time spent in resolving such disputes and any associated fees incurred by Infusionsoft, in addition to the $chargeback fee mentioned aboveRegardless of the outcome of the chargeback, Infusionsoft retains the right to collect on any Services or fees that are dueInfusionsoft may submit any disputed amounts to a collection agencyOnce a chargeback has been received, Infusionsoft has the right to suspend the account until the matter is resolved.? [redacted]

Hi Jasmine, here is the response for case# [redacted] Blake G [redacted] worked on this request with the customerOn 6/2/the first request to cancel the account was submitted due to non-payment on the account With no response from the customer to settle the outstanding balance, the account was cancelled on 6/19/ On 7/21/Jim West, the primary contact on the account, contacted Infusionsoft to have the account restored and made the payment of $to clear the outstanding balance The account was restored on 7/21/per the request of Jim West because he was the primary contact on the account A new card was even put on file by Sandra M [redacted] (not Jim’s card) so that all charges were processed on the new card Jim contacted Infusionsoft in October and February to have small temporary holds placed on the account and then there was no communication from the company until AJ contacted Infusionsoft in June of asking to cancel the account and stating that Jim was fired and demanded a refund of everything that was charged from July of Over a year of charges A decision was made not to refund since the primary contact on the account is the one that reactivated the account and a current employee at the office updated the credit card for upcoming recurring charges

As of two days ago, the customer and I have spoken, and have come to a resolution.I am sure that she will respond that the matter can now be closedThank you, Jeremy B***Director, Customer Success

We understand there is frustration with the situation? We see from time to time situations where there is some dispute over who owns the Infusionsoft account? In these situations we defer to our legal department? We instruct customers to seek legal counsel if they feel there has been theft? In this case there is clearly a dispute over ownership? Because of this, we've asked to get as much information before we process refund or cancellations of any kind? Again, if Andrew feels his information and credit card have been stolen by a former employee, he would need to contact the authorities?

In his last conversation with Dwayne [redacted] threatened legal action and asked for the information for our legal team prior to hanging up on him At this point, we'd ask him to direct any questions he has regarding our policies to them

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ?

In his last conversation with Dwayne, [redacted] threatened legal action and asked for the information for our legal team prior to hanging up on him At this point, we'd ask him to direct any questions he has regarding our policies to them

There was no indication in the customer record that anyone reached out to us about the continued billing of this account? I apologize that it appears to be missing? I alluded to the possibility of a refund of the last two months' fees in our last response? As they have issued a charge-back for the charges in question, we would need to resolve that matter prior to any credit being issued? We still remain committed to helping him get started in the software? He is able to re-start his Kickstart if he would like to? Unfortunately, he has decided against that (as is his choice)? We presented a solution and were told he was busy and would get back to us? The solution is still available? We are willing to reverse the charges for December and January once the charge back situation is resolved

We understand how frustrating this type of situation can be? We attempted to work with [redacted] to see how she might be able to use the software in her business? The claim that she asked for a quote and we signed her up isn't accurate? During the phone call, she was told she was signing up and gave her credit card for that purpose ? We have no record of an attempt to cancel the same day? We attempted to reach out and get her scheduled for coaching for almost weeks? During that time she logged in and imported contacts? As we informed her at the conclusion of the cancellation process, we pulled the recording of the call and she is incorrect in her claims? She is welcome to refer to the terms and conditions if she have further questions

We have reached out to Anuj, and are confident that we will be able to address his concerns, and get him back on trackAs his complaint doesn't specify anything other than that he wants us to reach out and take care of him, please let me know if you require anything further from me.Best, [redacted] [redacted] SrManager, Customer Success

This dispute was handled internally and the customer is still an active customerThere was some confusion around the customer charging back one of her bills which resulted in her account being closedShe was not aware that was our policyThis was rectified, the chargeback was settled and rescinded and her account was restored

We understand how frustrating this type of situation can be We attempted to work with [redacted] to see how she might be able to use the software in her business The claim that she asked for a quote and we signed her up isn't accurate During the phone call, she was told she was signing up and gave her credit card for that purpose We have no record of an attempt to cancel the same day We attempted to reach out and get her scheduled for coaching for almost weeks During that time she logged in and imported contacts As we informed her at the conclusion of the cancellation process, we pulled the recording of the call and she is incorrect in her claims She is welcome to refer to the terms and conditions if she have further questions

The amount inadvertently billed in March included Customer Hub and the refund issued included it as well? As was mentioned in the previous response, we have no record of a request prior to the February billing? If the customer has a ticket number or email initiated prior to her February billing date, we'd be happy to look and see if another refund is warranted

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 meI have attached a copy of the credit to my Mastercard Thank you for your assistance! Regards, [redacted] ***

We understand there is frustration with the situation We see from time to time situations where there is some dispute over who owns the Infusionsoft account In these situations we defer to our legal department We instruct customers to seek legal counsel if they feel there has been theft In this case there is clearly a dispute over ownership Because of this, we've asked to get as much information before we process refund or cancellations of any kind Again, if Andrew feels his information and credit card have been stolen by a former employee, he would need to contact the authorities

I'm a little confused as to what exactly the customer is requestingI will reach out to the customer to clarify, so that we can close this up for him Jeremy B*** SrManager, Customer Success