iWorld Accessories

[redacted] ,I understand the frustration you have experienced while getting set up with ShopKeepAt ShopKeep, it is our goal to make sure we provide our merchants with world class support and honest product information so you can rest assured you are making the right decision in choosing us as your Point of Sale solutionWhen you were deciding on hardware with your Point of Sale Specialist, Colin, and ShopKeep Expert, Troy, you made both of them aware of the size of the warehouse you were operating so they could assist you in choosing the right hardwareLabel scanning was an important factor to you, as well as having a scanner that could read labels at a distance of feet or greaterAfter you inquired about what our scanners could support, you were told it’s possible to use another scanner but we cannot support or troubleshoot a device we do not sellYou elected to purchase a Socket CHS 7Di 1D Imager, which is a scanner we do not offer on our store site, [redacted] While we sell Socket brand scanners, we do not offer this particular model or any imagersYou reached out to our Customer Care team after having issues being able to scan your labels on in April 2016, and were told you were using an unsupported label size and brand, which may be causing your issuesYou reached out a few times after continuing to have issues being able to scan labels effectively, and it was determined by our Support team that you were using an unsupported scanner, and you were notified we couldn’t continue to support troubleshooting this issueYou expressed concern over this, and mentioned cancelling your accountWhen you signed up for ShopKeep, you selected our one-year prepaid plan which was a verbal agreement with your Point of Sale SpecialistA refund for service and hardware could not be offered to you in accordance with our Hardware Return Policy ( [redacted] ) and Merchant User License Agreement ( [redacted] ).I understand the importance of being able to operate your warehouse along with your Point of Sale, and how this has been a frustrating experience for youShopKeep is certainly capable of operating in this type of business environment, given supported hardware is used in conjunction with our softwareThe prepaid service is non-refundable and the hardware is outside of the 30-day return policyBecause of this, we will not be refunding you for your hardware or software subscription.Best,MarilisaShopKeep Customer Care

Hi Revdex.com, I have investigated all of the issues outlined in the merchant's complaint Due to the experience the merchant has experienced, we received a management exception for a hardware return which totalled $In addition, we have also approved a management exception to refund $(their annual service fee) for lack of use The account has now been terminated with no outstanding balance remaining We apologize for the difficulty the merchant had trying to get back in contact with us and for their overall experience whilst trying to get their account set-up Regards Patrick ShopKeep Customer Support

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 and the matter has been resolved.I HAVE ALL EQUIPMENT IN THE ORIGINAL PACKAGING NEVER OPENED AND I HAVE RECEIVED THE LABELS FOR THE RETURN I WILL RETURN THEM AT ONCETHANK YOU Sincerely, [redacted]

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 and the matter has been resolved Sincerely, [redacted] ***

Hi Revdex.com, I have investigated all of the issues outlined in the complaint and concluded the following: Hank (the Sales person) called the merchant after he was made aware that they required supportHowever, I can see that the merchant had the swas not something our Sales Team would have assisted withWhen the merchant signed up for ***, there was no sservice available so we would have recommended that they use the [redacted] Support website I am unable to substantiate the merchant’s claim that a dormancy option was offered for ***There has never been a dormancy option for that system so I would be surprised if it was mentioned by HankOur ShopKeep application has the option to put an account into dormancy so I think there may have been some confusion when discussing the two systemsWe apologize for any misunderstanding between our Sales Team and the Merchant when discussing the two alternative systems Due to the issues outlined by the merchant, our Management Team have offered a $goodwill gesture subject to the closure of this Revdex.com caseIf the merchant wants to go ahead, we can arrange for the refund to be sent to their bank account Regards Patrick ShopKeep Customer Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because;; You can have any policy you want but , if you call center does not have enough people to pick up the phone in minutes in many tries, then you need to extend your returns In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:We have worked tirelessly with ShopKeep and included our processing company in communication to ShopKeepOur processing company was actually the ones communicating directly with ShopKeep personnel by phoneWe were told for over a week period once our merchant system changed that we would be on next day fundingIt did take up until June [redacted] to have that correctedThere were several email communications with ShopKeep on this after the merchant system was changed and we were told on all those occasions that they had corrected the batch time and we would be on next day fundingFor a three week period that did not happenWe did not choose for the upgraded customer service package because we were told by our sales specialist at Shopkeep that most issues are taken care of through the chat or email services of the companyWe are requesting a full refund of all monies paid so that we can move forward with another providerShopKeep has chosen up to this point to try and salvage any of this business relationshipWe have emailed customer service and requested a phone call to resolve all the above issues, but they have chosen not to see our request or issues as a matter of attention and continued to let this issue go on for a substantial amount of time, week, which for a small business is significant when it effects our cash flow In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I was just charged again this morning by Ambur 6/5/for $So obviously the account was not closed See attached for proof In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] Firstly I want to apologise for the frustration this is causingIt is obviously not our intention to have our merchants unable to use the package the bought correctlyI would like to let you know that I am personally working with our local development and QA teams as well as [redacted] to get this issue resolved as it is widespreadI know this does not help your current situationI can see that one of my Team Leads, Luke Fountain, attempted to reach out to you yesterday (**-Mar) to discuss this ongoing issueAs you have an open Revdex.com case I will be taking ownership of your issues and would like to contact you in person to discuss the issue, workarounds, and update you on our progress to fix the larger problemPlease could you reply to this case with a contact number and a good time to call you to discuss this furtherI also have no issue with calling you over the weekend if you would like that Kind Regards,Ivan De V [redacted] Senior Customer Care Manager / Revdex.com Point of Contact

***, We have attempted to contact you several times in the past few weeks but were unable to do soBecause you were declined for the lease of equipment, we will terminate your account and refund 100% of what you have been billedThanks so much for trying out ShopKeepSummer

[redacted] , We apologize for the misunderstandings that lead to the charges you describe in your letterI can say the issues were resolved before the complaint reached our officeYour [redacted] account was refunded $on and the [redacted] account was refunded on 102015.I will provide an explanation as to what happenedThe regular billing date for both of your accounts occurred on October **, On that date, your accounts were billed very early in the morningThe charges to your card were declinedDeclines can sometimes happen, and our system attempts to charge the account every few days until the payment is receivedOur billing policy states: "Accounts are billed at the beginning of each monthly billing period and the charge is non-refundable." In practice, however, we are much more laxOn October **, a few hours after the billing occurred, you called to terminate your accountsThey were both successfully terminatedOn October **, our system automatically charged both accounts in an attempt to collect the monies billed on October [redacted] before the accounts were canceledOn this day, you called and spoke to Jay, who requested refunds for both of your accountsOnce we commit to a refund or discount, we will certainly give itHowever, it can take a few days to go through our systemOnce a refund is completely submitted, it is up to the banks in question to apply it to your accountAs much as we would like for it to be an instant process, this is not something we can fully controlIn this case, you spoke to Rachel the day after you spoke to JayThe refund Jay requested had been approved and was awaiting the next step in the processRachel did indeed push your request to the top of the queue and personally made sure your refunds left our hands on October **By now, I am confident the funds have reached your accountIf that is not the case, please contact the company that issued your card

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 and the matter has been resolved Sincerely, [redacted]

[redacted] , I completely understand your frustration and want to offer my deepest apologiesI understand that on the Birds Eye View showed your total sales as $6,and $in tipsThis amount was incorrect due to a glitch with the Analytics Dashboard/Birds Eye ViewWhen this glitch happens it typically fixes itself within hoursOur records show that you called in on and spoke with a Customer Care Representative who informed you we were aware of this glitch and are currently working towards resolving itThey also advised that you can see the correct amount via your Summary Report in the Analytics DashboardAt that point you were transferred to a supervisor who understood your frustration and reiterated the same steps that the previous representative had given you to get the correct dataThat supervisor also clarified that we release our updates late Sunday night to avoid any interruptionsYou were also given steps to ensure your Auto updates are turned off, as this will ensure you can update your app when you are readyUnfortunately, we will not be able to compensate you for the $you are requestingAs previously advised, I recommend viewing our MULA at [redacted] , specifically the section headed “Limited Liability.” Once again, I apologize for any frustration/inconvenience this has caused youLaura

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Response: As you have both formally and informally admitted the mistake was at the fault of your software, yet you refuse to compensate a marginal sum in comparison to the amount of money misreported, it is only left to assume that $is more important to you than the satisfaction of your customer who was effectively ripped off by trusting the reporting of your program As this is clearly the case, I consider your business practices to be operating in bad faith, your customer service to be deplorable, and most importantly your ethics and accountability towards your paying customers to be poor at best While such small amount should be easy for a 'number one rated iPad POS’ to afford in an attempt to maintain any integrity with its customer base, as a new small business owner the small amount of $means everything to us As neither reason nor loyalty to your customers have been able to persuade you to fix your mistake thus far, perhaps an appeal to your conscience as a human being might Please consider doing the right thing [redacted] [redacted] ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, Dan Laguardia

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] While Shopkeep claims to have a no refund policy for any period paid for beyond one month, the salesperson assured me that I would get a prorated amount returned to me if I cancelled during the year If I would have been told that this payment would be non-refundable, I would have opted for the month to month option for greater flexibility I purchased the software use over the phone, so the sales representative's assurance that I could get a refund was either a ploy to get me to sign up, or he didn't take the time to find the correct information if they have this policy In either case, I used the software for a period under two months and the company wants to keep money that would pay for an entire year even though I was told directly by their employee that this would not be the case In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi Revdex.com, I've taken a look at the case and concluded the following: This merchant requested a bank change due to fraudulent activity on her accountThe bank change was then delayed because we did not receive a complete bank change request formOur Payment team chased up the bank change request form several times and subsequently received it on 04/**The bank change was then completed before 05/ Unfortunately, the change was completed too late for it not to delay the deposits from 04/**, 04/**, 04/ [redacted] and 04/**The funds were held by our Payments Team after the bank rejected themOnce the bank change was completed, all of the funds cleared and were sent by 02/** Regards PatrickShopKeep Customer Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This company just keeps repeating themselves and irritating the situation even moreI told you once and Ill say it again, We did buy the scanner you recommended and it did not work through 50% of our warehouse which is only 100ft long so we then purchased another model (recommended by same company that had a 300ft range) and it worked throughout the entire warehouse but your software didnt communicate properly or something because numerous scans a day were missed The scanner your employees told us would work with our warehouse didnt reach half way through itWe had also mentioned we were mmoving to a much larger warehouse before buying the recommended scannerIm tired of getting nowhere, if you were a decent human being you would refund me a partial on the year I paid forI never was able to use your software and what you recommenced and Im out $2000+Your company lost nothing besides a client because you lied about the capabilities of what you are selling In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] ,ShopKeep offers customizable rates for service based on commitment levelThe most expensive of these is month-to-month and commitment free for $per license per monthYou opted to commit to an annual contract that resulted in a reduced monthly rate of $per month for the first license and $per month for any additional licensesIn doing so, you signed a contract for both of your accounts and entered into ShopKeep’s One-Year Agreement that reads:By signing this Agreement, Customer agrees that Customer has subscribed for and committed to purchase ShopKeep point of sale services (“ShopKeep Services”) for a one-year period at a monthly price of $per monthCustomer will be billed monthly throughout such one-year periodUpon the completion of such one-year period, Customer shall continue to be billed monthly at $per month, per register, unless otherwise notified at any time by ShopKeep.All contract are voluntary and ShopKeep stands by the sentiment that you referenced in previous answersThat said, over the two and a half years since the reply that you are referencing policies have evolved to best serve our merchantsThis voluntary contract explicitly states that your fee of $per month is active for a consecutive monthsOptions for termination or dormancy are not offered to accounts on this contract until they have fulfilled the terms entiretyThat said, due to the misinformation about your eligibility for dormancy, ShopKeep offered a $refund, that you declined, stating that only a full refund would be acceptableIn accordance with ShopKeep’s billing policy ( [redacted] ) and merchant user license agreement ( [redacted] ), no further credits or refunds will be applied towards your monthly service feesIn addition, ShopKeep has been unable to successfully bill your card since the first month on 102016.The issue regarding this missing iPad has since been resolvedI sincerely apologize for the inconvenience hereAs was communicated with you by my eCommerce team on November ***, 2016, our distributors notified us that only of the iPads were returnedAt this time you contacted us back and we were able to open a claim with our distributorsThe 4th iPad was located on the [redacted] and a full refund was processed in accordance with our return policy ( [redacted] )No funds were delayed due to this errorBoth accounts will remain contractually obligated until the final payment on At that time, you are able to change your subscription status as desiredWe invite you to utilize the system during this time, we are here to support you in any way we can, 24/7.Sincerely,Tyson J***

As part of our one-year warranty, our policy is to overnight replacement equipmentWe do not wait until the original equipment is sent back to us because we do not want to cause further delay in your hardware useWhen the replacement was processed on May ***, it was made clear by our phone representative that the equipment must be sent back to usAn email was sent to [redacted] , which is the account owner email address, on May [redacted] at 5:02pmThe email contained a pre-paid shipping label in order for you to send the equipment to us at no charge to youI can provide a PDF of the email, but here is a link to a screenshot: [redacted] Another email was sent to the same address on June [redacted] as a reminderI understand you contacted us after you were charged for the unreturned equipment, which was outside of the 14-day window in which to send it to us I do apologize for the delays and am happy you were able to contact our email team insteadWe make every attempt at transparency with clear policies on hardware replacements and multiple reminders for returnsAgain, I am sorry for the wait times when calling usWe can get very busy during peak hours and we are making strides to alleviate the volumeSincerely, Summer Customer Care Manager

Greetings, After reviewing [redacted] case I found it unfortunate that he was unable to use our product to meet the needs of his businessI would like to work with [redacted] to see if there is a way to assist him in using ShopKeep and getting the most out of our very powerful POS Unfotunately as [redacted] paid for a year upfront which ensure a reduced premium over our usual monthly fee ($upfront works out to $49p/m vs our usual monthly fee of $69p/m saving a total of $for the year) we are unable to refundHowever I am willing to work with [redacted] on returning the card swiper he has and issuing him a full refund for the said swiperIf [redacted] agrees to this I can email him directly and work on a return solution and also see if he can get any value out of the ShopKeep software and hardware that he has paid for Kind Regards,Ivan D [redacted] Senior Customer Care Manager // Revdex.com Point of Contact