Infusionsoft

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. ***

The balance of $is being cleared

I have spoken with Brian A***, who was the assigned coach, and Wilson S*** who was assigned to handle the cancel requestUpon speaking with Brian, he stated that they did have a scoping call and then set up a second callThe customer did not show up for the second call or make arrangements
to rescheduleThe customer then called into support at a later date and asked to connect with BrianBrian stated he called the customer back the same day and had a phone call with the customerHe said another call was not scheduled, but that the customer would get back to him with a time that workedThat did not happen he said, and they never connected after thatI spoke with Wilson S***, and he explained that the customer requested to cancel, but did not say anything about coaching not happeningWhen he told the customer she was under contract, that is when the customer began making a claim that she never received coachingWilson offered to the customer, that although the coaching had expired, he would restart her coaching at no extra costThe customer declined this offer and said she already had some other software in mindWilson again advised her of the contract she was underThe customer said she would get back to Wilson, but that didn't happen.Wilson reached out a couple more times but didn't hear anything back Due to the fact that the customer is under contract, and all services were available for the customer to use, there will not be a refundHowever, I will end the contract and not charge out the earlier termination fee.

Hi, this issue was handled by another Infusionsoft manager and I believe was handled properly, so I am going to support Duane H*** decision to not remove the balance, I have included that conversation belowFrom: Duane H*** Sent: Thursday, September 22, 2:PMTo:
'***Cc: Chelsey O***Subject: RE: Your Infusionsoft open balancePam,My name is Duane H*** 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 day Small Business Growth ExpertDUANE H*** ** *** ***###-###-####***

Here are the notes from our rep who worked with the customer: spoke with Greg, he was still not wanting to move forward and did not want to have a termination feeI explained that I was happy to discuss what his issues were again and he claimed that we promised we could do things that he found
out we could not doI addressed his concerns and affirmed that we could do the things that he brought up in his sales call and we were happy to look at pushing content into his application and getting him goingHe said he still wanted to cancel and get a refundI told him that he would not be able to get a refund and there was an early termination fee that would be associatedHe said he would talk to his uncle who was a lawyer and pursuit legal action.The cutstomer was in an annual contractThe needs he brought forth on the sales call can be accomplished and we offered to do the workOur billing policy does not allow for refunds in these situationsThe customer has also mentioned he was going to pursue legal action so standard communication was limited at that pointHowever, if the customer willing to drop the lawsuit, we are willing to make a partial refund of $in good will and in order to appease the customerThe customer would need to agree to this on this platform in before any refund will be processedThank you so much for mediating this matter

$was credited toward the customer's open balance and all collections calls will stop

We attempted to contact *** several times over the last week and he has refused to speak with us. On October 23rd *** was contacted by our Customer Care Manager (CCM) to discuss his request to cancel. He informed Michael he’d been disappointed with a few things in the on-boarding
experience. *** agreed to stay if we would work with him on the issues and rearrange the way we on-board to a bigger block of time instead of several shorter ones. We agreed to see what we could to accommodate him on the training changesOn November 12th our CCM emailed *** to let him know we had arranged to give him the coaching in the bigger block he wanted, and that we’d credit the full amount of his November billOn November 13th *** responded that he hadn’t had time yet to read the email and they were launching a new website in the next few weeks. He wanted to see how the backend would work with our system before he made any moves. His email ended with, “Please let me know if this will be a problem, otherwise I will be in contact over the next weeks.” There wasn’t a problem with that. He was fine to wait as long as he needed to utilize the solution we had offered him. The next time we heard from *** was via this complaint. With the website launch and the holidays, it wasn’t surprising to us that we didn’t hear from him. We don’t have any record of a complaint about being billed in December nor a contact to inquire as to why his account was still open. Again, in January, we didn’t hear anything from him until he contacted you. We immediately reached out to him and as I said earlier, he won’t engage in conversation. We would like to try and help, and are still open to conversation. We have cancelled his account. Our policy regarding refunds is outlined in our standard terms and conditions. We have attempted to contact him regarding what we can do as it relates to a refund

We understand how frustrating this type of situation can be We attempted to work with *** 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

I will look into this for the customer and report back soon

Hello, The email in their system is *** that they use to send us welcome messages and ignoring requests to cancel.All these people with emails below are well aware of the situation: Scott T*** ,Mel G*** ,***Kenneth W*** They all know really wellThey have called my number today and left a message###-###-#### This is what they send us instead of returning the money: Please have them return the money to the cardThey can also contact the email they have been sending welcome messages above Hi, Welcome to Infusionsoft! Your journey with us begins with your Expert Kickstart Coach, Max G***. Max G*** *** Please use the link below to book your first Expert Kickstart call at a time that works best for youBecause Max’s calendar fills up fast, we ask that you schedule as soon as possible.Click here to schedule your first Expert Kickstart call.Thank you!Jeff B*** New Customer Coordinator

Danny D*** worked with *** during his cancel processThey worked together initially in June and found a solution. *** later came back to Danny and said that the software could not do what he was promised it could do on his sales call and would like a refund. Danny vetted out specifically what *** was looking for and then pulled the sales call and listened to it. Danny shared with *** that he was not misled regarding the capability of the software and therefore would not be receiving a refund. Danny did inform *** that he could cancel his account and would held accountable to the terms of his contract (which include an early termination fee). *** asked to then speak with Danny’s manager Duane. Duane had a call with *** and reiterated all that Danny had discussed with him on earlier phone calls

Hi Jasmine, here is the response for case# *** Blake G*** 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*** (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.

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*** Customer Success

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

Ethan S*** worked with *** *** during her cancel process*** called in to support to cancel her Infusionsoft application (me225) on 7/18/@ 1:17pmHer bill date has been the 17th of every month since she started using the softwareAt that time the invoice had already
been created and the payment was pendingEthan and *** emailed back and forth for couple days and she was not interested in staying with the softwareHe did offer her a few options moving forward that could help her and her companyShe declined that and sent him an email that she was not happy with how things were being handledEthan replied to her email and confirmed her account was canceled and also explained his intentions and actions while also apologizingNo communication since. After discussing this situation with his manager Clay, and due to the fact that ***’s cancel request was so close to her bill date, a decision was made to refund the client the full invoice, $The refund has been sent

Although the customer's rendition of events doesn't exactly correlate with our documentation, I do feel that the fact that she had reservations on her first call and voiced them, (which we do have documented), and all things considered, I have in good faith, authorized a refund of all funds paid to
Infusionsoft, as well as a credit applied to satisfy the open balanceThere is no further action required by either party. Best,Jeremy B***Director, Customer Success

[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 *** 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,
*** ***

Although we do not bill based on usage, but on availability of services, and ease of use is subjective based on who is using it we will make a refund in the desired amount $to part amicably with the client

After pulling the Sales call and listening to the conversation, I feel that while it was not the intention of the Sales Rep to mislead the customer, there were definitely questions that should have been explored further, as well as confirmation that should have been obtained around what the
customer's specific needs wereAnd because we were unable to meet those needs, I feel that it is the right thing to do to go against our policy and refund him what he has paidI will send him an email confirming the refund, and when to expect it, today.Thank you, *** *** SrManager, Customer Success

Below are the notes of the representative that worked with the customerI feel we have been very fair and let the customer know if they could provide documentation that they canceled before their bill date that we would honor that and waive their last invoice From: Aaron C*** Sent:
Tuesday, November 22, 10:AM To: Infusionsoft Accounts Receivable ***; '[email protected]'