iWorld Accessories

Hi ***/Revdex.com, This is Patrick again from ShopKeep Customer Support I sincerely apologize that you received a further Ambur subscription charge in errorI have spoken to our Billing Team and identified the issueIt appears that when you transferred from ShopKeep across to Ambur, there was a second payment account created and when we attempted to cancel that account, the system did not pick up on that request and apply it correctly. In order to put this right, I have reached out to our Management team to discuss our options for redressThe Management team have made me aware that we can refund $for your most recent Ambur Billing along with $which we are refunding from your time spent using our ShopKeep system Once again I apologize that you've had to spend so much time getting your account closed down but can assure you that this has now been taken care ofThe refund will be issued to the payment card held on file and is offered subject to the closure of your active Revdex.com case Regards Patrick ShopKeep Customer Support

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,
*** ***

***,I’m sorry to hear that you have been frustrated with your ShopKeep experienceI understand your intention was to stay with ShopKeep for a long period of time and you had thought the software to be right for your businessYour trial period began on December ***, with your assigned
Point of Sale Specialist, JamesJames assisted you in setting up the software, helped you order your hardware, and helped you determine that ShopKeep was the correct systemWe have three payment plans available, two of which are monthly subscriptionsYou opted for our yearly subscription priced at $per register annually, as well as a standard set of hardware for two registers, which included two receipt printers, two cash drawers, two Simplicity stands, two iPads, and two iPPcredit card readersAfter a number of technical issues with your credit card readers and printers, it was suggested you upgrade your router to a device that would be able to handle the network setup requ ired by ShopKeepI see you contacted our 24-hour phone support line a number of times, and in most instances where troubleshooting was performed, the issues were resolvedThe other calls placed to us were in reference to canceling your account or returning your hardware, which I understand you had a difficult time withWhile we accepted the return for your iPads, our distributor rejected the returns for your cash drawers because there were marks on them (pictures were taken by our distributor, which we can provide), the Simplicity Stands were returned still assembled, and the iPPEthernet Card readers were missing screws and manualsPer our Hardware Return Policy as listed on our website (***), “All hardware ordered from ShopKeep Store is eligible to be returned within days of receiptReturn ship ping on hardware is FREE and you are eligible for a 100% full refund when you:Initiate your return within days of having received the product(s) you’re returningShip your product(s) back with all original manuals, cables, materials, and packagingReturn your product(s) in the same original new condition you received them in.All non-Apple products may be returned for a 100% refundAll opened Apple products may be returned for a fee of 15% of the price of the productsAny shipping charges incurred at the time of sale will not be refunded.”The first inquiry we received from you about the return process was on December ***, 2015, where you asked one of our Customer Care Advisors, Wendy, what the cancellation and return process wasNo action was taken on this from you, so it was determined from this conversation that you wanted to continue with ShopKeepOn January ***, 2016, and it was noted by our phone advisor, Ashleigh, that you had no interest in troubleshooting what she determined were network issuesThe return process was initiated on January ***, 2016, when the Hardware Return form was filled out (***)You called us to inquire about the standard 15% restocking fee on the Apple products you were returningThe advisor you spoke with on that day, Ashley, reiterated the restocking fee for the iPadsShe said we would be able to accept the rest of your hardware without a restocking fee as it was still within our 30-day return policyThis was contingent upon I tems and in our Hardware Return Policy, quoted aboveDue to the condition and missing manuals/screws, the distributor was not able to accept your Simplicity Stands, Cash Drawers, or iPPEthernet Card ReadersFor clarification, we do not offer a hardware trial but our 30- day Return Policy accommodates merchants within the 14-Day Trial of softwarePer our Billing Policy (***), you are welcome to try out our software for days before becoming a paying account, thus maximizing the amount of time you have to evaluate the software and hardware before committing to a payment plan.In another inquiry on January ***, 2016, you spoke with one of our Customer Care Supervisors, Christopher, who discussed the subscription amount that was outstanding for the next months after you had decided ShopKeep was not right for youChristopher looked into this issue, but ultimately directed you towards our Billing Policy (***), which states, “You are, however, responsible for any charges before you cancel including any charges for services you agreed to purchase pursuant to a one-year purchase agreement.” Our Merchant User License Agreement (***) also points to this verbiage and supports itOne of our Sales Managers, Marino, was made aware of the issueHe determined that the circumstances were clear, and did not approve a refund for the unused months of serviceChristopher relayed this information to you and apologized for the frustration that you experienced.On January ***, 2016, you sent us an email that was routed to another one of our Customer Care Supervisors, Danielle, in regards to your frustrations with the hardware issues you had experienced, the return issues you encountered, and the issues surrounding your yearly subscription not being refundedDanielle reached out to you via email and via phone and reinforced our Billing Policy, which clearly states you are responsible for any charges before you cancel services, and agreed to a one-year purchase agreement. Your account was officially terminated on January ***, 2016.On January ***, you called in after your hardware was returned back to you for the damage and missing pieces it had, and briefly spoke with AlexAfter he explained our Return Policy and our Billing Policy, you requested to speak with a supervisorAlex placed you on a brief hold, during which the call was somehow disconnectedOne of our Customer Care Supervisors, Mike, called you back immediately to discuss our policies further with you, but ultimately gave you the same answer as our previous advisors and supervisors.I understand your frustration in this matterAt ShopKeep, we are committed to providing honest Point of Sale solutions that do not keep our merchants in the dark about service, subscriptions, hardware, or the costs associated with our products and servicesPer the terms of our Hardware Return Policy, our Billing Policy, and our Merchant User License Agreement, we are not offering compensation for your subscription or your damaged hardware.Again, I apologize for the frustration that this has caused youBest wishes on your future endeavors.Marilisa ShopKeep Customer Care

Good Morning,My sincere apologies in the recent delay to responding to Revdex.com complaints. I can see that *** *** has been in regular contact with us since the start of Jan regarding issues relating to label printing from her Back OfficeUnfortunately there are some issues on our side
relating to this that have required us to change how we offer this service, and as a result how our merchants use this serviceLooking at the case notes, I can see that *** *** called regularly about this and dealt with our Senior Advisor team to try and resolve the issues she was experiencing. Unfortunately we weren't able to resolve the specific issue *** *** was experiencing, and we have issued a refund for $to cover *** ***'s subscription fees since she joined us in September This was issued on 1/**/and should have been received by nowWe also accepted a full return of the hardware that was purchased and that a refund for $is being discussed for this. Currently *** *** and her partner are discussing this with a senior member of our time, with the most recent correspondence on 2/**/We have extended our sincere apologises for the hardships they have faced, and are working with them to resolve the issue amicably and in a timely fashion. If any further information is required, I am happy to assist. Kind Regards,*** ** ***
*** *** *** *** * *** ***

Hi Revdex.com, I have investigated all of the issues outlined in the complaint and concluded the
following: Since their 3rd Support call they have added Premium Care to their accountPrior to that there were several chats with support and each was completed accurately and within a reasonable timescaleI cannot confirm whether the merchant failed to receive callbacks or how long they were waiting to get through to us but sincerely apologize for the experience they mentioned in their complaint. When the merchant was first sthey opted for Standard Care but since their 3rd Support call they've added Premium Care to their subscriptionStandard Care does not include phone supportAs they now have Premium, they have 24/technical support available via phone, email, SMS and webchat. We hope that the level of support is now acceptable to the merchant and we are confident that they will be able to get through to us with no further issues. Regards Patrick ShopKeep Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The statements made are totally falsePatrick even stated that Colin only said we get 24/support and never mentioned that did not include phone supportWe were never told there was a difference in support optionsAlso we purchased a BLUETOOTH printer that was on the list that Colin provided and was told by Jeff our Shopkeep specialist that it was not compatible because Shopkeep needed an updated and that particular printer really shouldn't be on the listIf needed, I can provide the email where this printer was listedCustomer service in general has been an absolute nightmare for a small business like us just starting outWe have basically figured everything out for ourselves when we could just to avoid contacting Shopkeep at all.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi Revdex.com, I have investigated all of the issues outlined in the complaint and concluded the following: We did originally state that we could provide the End Of Year Inventory report when the merchant initially and hoped to be able to do so but unfortunately it then became
apparent that the report would not be produced this year for any of our merchantsWe apologize that the merchant had their expectation set and then subsequently not met. Due to the wait and the fact that the merchant was originally told that we could provide their End Of Year inventory report, we can provide a goodwill credit of $(one month’s subscription)If the merchant is happy to accept that offer and close their Revdex.com complaint, we can arrange for it to be paid to the bank account details we hold on file. Regards Patrick

Greetings, It seems this issue is now resolved as ** *** has terminated his account with ShopKeepTo ensure ** *** is 100% clear** *** worked with our POS Sales rep, JamesThe $charge was for year with ShopKeep upfront paymentAt ShopKeep we offer our merchants flexibility on payments there are three optionsPrepayyear contract Monthly payment with no commitment. Option is the cheapest option for $for the yearIt is paid upfront and is for a highly reduced cost working out to $per monthThis is the option that Mt Wallace opted in forAll our Sales Reps discuss all the options with the merchantWhile it may not be explicitly stated that there is a no refund policy, it is a year upfront commitment and that was covered with ** ***. It is unfortunate that we lost ** *** as a merchant but he while he was with ShopKeep he was getting the full benefit of ShopKeep for the lowest premium. Kind Regards,Ivan De V***Customer Care Manager & Revdex.com Point of Contact

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have deter***ed that my complaint has NOT been resolved because:
A Shopkeep distributor named *** *** introduced Shopkeep's POS System to us, and it turns out that he's informed us with wrong informationWe wanted to invest in a POS system that had a self-service point-of-sale along with the main POS system, and *** introduced their system to us with confidence that their POS system would be our answerThis is when our initial trial period startedWe decided not to use their system when we found out that unlike what *** told us, Shopkeep did not have what we were looking forHowever, we were convinced once again to invest in you Shopkeep for having a system where we can expect to print out the order on a label to stick onto the cups with the DYMO label writer (which is also what we were looking for)We were specifically told by a SHOPKEEP distributor that Shopkeep had this option which is why we gave our card information in order to receive the offer to extend the trial period in order to find out ourselves To our dismay, the DYMO LabelWriter couldn't be used to print out labels on-the-fly (which was what we specifically conveyed to *** as that was what convinced us to try using your system)We can't help but to feel scammed and view this as an unfair situation where our business had to suffer a cost for trusting a SHOPKEEP distributor
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***, I believe this issue has been resolvedI will respond here as wellOn May ***, the automated batch settlement at the gateway failed for your store with an error of "No Open Batch.” On Saturday, May *** our gateway support notified ShopKeep of the errorOn May ***, we were able to
reach out & receive confirmation from your processor that no batches past May *** were seenBetween Tuesday May *** and Friday May ***, one of our representatives as well as a support rep from our gateway repeatedly communicated with the database administrator, with no progress madeOn Friday, May *** after your store had closed for the evening, a member of our team worked with gateway support to take the necessary steps to get you batching normally againTwo issues have been escalated to ShopKeep leadership as well as the gateway’s teamFirst of all, the batch settlement failure was not reported by the gateway to ShopKeep immediatelySecond, the gateway database administrator did not take care of the missing batches in a timely matterEven taking into account weekends, there is no reason why it should have taken as long as it did to retrieve your fundsThat said, our team could certainly have done a better job keeping you informed of the steps being takenWhile there were more than a dozen calls and emails between the gateway, your processor and ShopKeep, it stands to reason that you should have been more included in the correspondencesWe have taken this feedback to heartWe appreciate your patience in this matterAs previously communicated, we have applied a credit to your account *** ***
*** ***
***

Dear *** ***, I understand where the confusion may beThere is no contract, as it was paid up frontA contract would come into place if there was an ongoing agreement for payment. We had several options for payment available when you signed upA monthly fee with no contract was $You chose the heavily discounted $payment up front for our service which includes cash register software, cloud reporting that can be accessed from any computer, and 24/customer service via phone and emailOf course, you are still able to take advantage of your purchase for the entire year. Details about our Billing Policy can be found at this link. ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I was told that conversations are recorded, so if the salesperson remembers the call, the simple thing for your team to do is look up the call and play it back for me You will find that your salesperson did tell me that there was a refund option on the one time payment option I would have transferred the subscription to another person if I knew of one that wanted your service I sold the hardware that I paid over $for for $ I was explained that there weren't refunds on equipment after days, so I am not even fighting over that The guy I sold it to was not interested in your service, so that dint work outHowever, I was told the subscription would be refunded on a prorated basis if I didn't like the product.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I was not made aware of the no refund policy at the time I agreed to the annual subscription over the phoneI was sold the annual plan by the salesperson and the discount was non material ($per month)Had the salesperson properly disclosed the no refund policy at the time of the sale I would have opted for the month to monthI see now that this was not actually about saving me money but a non-transparent ploy to lock me into a non refund planI have not been treated in a transparent manner and this company intentionally sold me the annual no refund plan by appealing to my desire for a lower price while not informing me of the no refund policy and that is not a fair business practicePending that my money is not returned through this process the next step will be filing a small claims court caseAgain I cannot stress that this company intentionally sold me a no refund plan without properly informing
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom It May Concern:Shopkeep ships our hardware orders from a distributor warehouse in ***Standard hardware returns are also shipped to this same warehouseHowever, returns made as an exception to our 30-day hardware return policy (http://www.shopkeep.com/hardware-return-policy) go to our
headquarters in *** ***Additionally, we are given a specific RMA number for each return requestWithout an RMA number on the *** label, there would be no way for the distributor to know what hardware order the package was associated with. On May **, 2015, the complainant was emailed prepaid *** labels addressed to our *** *** headquarters (since his return was done as an exception to our policy) with the appropriate RMA numbers on themRather than using the provided labels, the complainant generated his own *** labels addressed to our distributor in ***, with no RMA numbersBecause the complainant did not follow our RMA procedure and the hardware was not appropriately returned to our ** headquarters, we are now in the position of having to locate his hardware return.Beginning on 6/**/2015, the complainant began to make repeated calls to our Customer Care department requesting updates on his hardware refundEach time, it was communicated that our distributor was still trying to locate his hardware and we would follow up with him when more information became availableHe received an outbound call from a Shift Supervisor on 7/*/2015, informing him that we had only been able to locate one out of the six items that he had sent inOn 7/**/2015, the decision was made to refund his purchase price regardless of the fact that we have still been unable to locate the hardwareThe complainant received an outbound call from a Customer Care Manager on the same date to communicate this.The complainant’s hardware order total was $909.00, less $to make the ICMP credit card swiper free for a new merchant promotionThe total amount paid for hardware was $660, which was refunded on 7/**/The only other amounts that the complainant has paid are $for shipping (which is non-refundable) and a single $register license fee, which was refunded on 6/**/

[redacted],    I have spoken to our sales representative and determined he did not set the expectation of a refund. Our billing policy is the same for all subscription payments: We do not offer refunds. It would be quite odd for a sales representative to promise something that we have never offered.    We do offer prorated rates for billing after the start of a billing period. For example, if the normal billing date is November * and the customer starts a subscription on November **, they are billed for 15 days less than the full amount. It is possible the customer remembered the conversation incorrectly when this was explained.    We offer refunds on hardware within 30 days. We offer refunds for billing errors, of course. However, this was not a billing error. The customer purchased something that was nonrefundable and then changed their mind.    On May **, this customer contacted us asking if they could transfer the account to someone else. We told them it was possible to do so. The best outcome would be for someone to use the service that was paid for. We reached out yesterday, May [redacted], to let them know that option was still an open.

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 ShopKeep. Our processing company was actually the ones communicating directly with ShopKeep personnel by phone. We were told for over a 3 week period once our merchant system changed that we would be on next day funding. It did take up until June [redacted] to have that corrected. There 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 funding. For a three week period that did not happen. We 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 company. We are requesting a full refund of all monies paid so that we can move forward with another provider. ShopKeep has chosen up to this point to try and salvage any of this business relationship. We 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, 3 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]

[redacted], When payment information is acquired, the payment is processed on the same day. We do not keep credit card information on hand for use at a later date. Anthony has confirmed that he explained when your card would be charged, as well as how much it would be charged and that it would pay for a year of service. Your account was in trial status for twice the length of time as is typical, and provided a month in which to try our service and find out if it was a good fit. The only equipment ordered from us was a credit card swiper, which is not required to use or try the system. We will not provide a refund for the pre-paid service or the credit card swiper, which is outside of the 30-day return policy.

Hi [redacted], This is Patrick again from ShopKeep Customer Support.  I'm sorry that you don't find our suggested solution acceptable. We want to do our absolute best to reach an agreeable solution.  Do you still have all of the original hardware sent to you and in the original packaging?  Once we have that in writing, I can arrange for the return labels to be sent out to you. Please let me know if you have any questions.  Regards PatrickShopKeep Customer Support

[redacted], ShopKeep offers full support for the entire line of products we provide for our merchants. Like any tech company, we can not provide support for hardware we do not sell. As per our return policy, we gladly accept hardware back as a return within 30 days of purchase. We even send free shipping labels to get it back to us. After 30 days, our distributors will no longer accept the equipment and we can no longer issue refunds. We offer ShopKeep customers the option of a deeply discounted plan when they pre-pay for one year. That is a savings of almost 30%. We offer this as a one-time non-refundable payment. You type of business is certainly one we can support with our hardware and software. In accordance with our policies, we are unable to offer refunds for the equipment or service. Summer ShopKeep Customer Care [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]