iWorld Accessories

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Hi [redacted] This is Patrick from ShopKeep Customer Support following up on your earlier email.  I'm...

very sorry to hear that you feel that you were not given flexible options which were suitable for your business. Our Account Services team have been trying to reach out to you to discuss the termination of your account. The team tried calling yesterday but were unable to get through. The number we have on file is [redacted], is that the best number for us to use? Please let me know if there is an alternative number that would be more suitable and I'll be sure to send it across to them.RegardsPatrickShopKeep Customer Support

Hi Revdex.com,  This is Patrick from ShopKeep Customer Support. I'm sorry to hear that the merchant was having so many issues with their batch time and the subsequent impact that had on their deposits. I have investigated their complaint thoroughly and have concluded the following: -...

The merchant contacted us on 04/** asking for next day funding. We explained that, at that point, they were processing using a 3rd party (Fifth Third) host-based processor. Host-based processing prevents us from setting the batch time and this was explained to the merchant at the time. The batch time is set by their processor and is completely separate to our system.- A Credit Card processor switch was then completed on 05/**, Dixie switched to a terminal-based processor (TSYS/VITAL). - Due to the fact that Dixie are now using a terminal-based processor, we were able update their batch and time zone on 06/** to 11pm. Since that change every batch has settled before 11pm. - I apologize if the merchant didn't receive any calls from ShopKeep but I cannot see any record of any emails that have not been responded to or complaints about missed calls or callbacks that didn't happen on the merchant's account. We provide 24/7 web chat, email and SMS support but the merchant has chosen standard Customer Care which does not include 24/7 phone support. If they were expecting a call, it must have been from their Shopkeep Expert or Point of Sale Specialist but unfortunately I cannot see any record of that.- In this instance, I do not feel that a refund is warranted because the delayed batching was beyond our control. Initially, the batch time was set by their host-based processor and after the switch, we followed the details on the boarding form but the merchant's ISO gave an incorrect time zone which was the route cause of the funding delays.If the merchant wants to switch away from ShopKeep, they will need to send an email to [redacted] requesting account termination and providing us with a suitable contact number for our Account Services Team to use. We can totally appreciate that when it comes to credit card processing, it can be confusing which party is responsible for each part. It now appears that the batching is working exactly as it should so I hope that this explanation will help to clear up what happened initially and the steps we took to remedy the issue.Regards PatrickShopKeep Customer Support

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Hi Revdex.com,    I have investigated all of the issues outlined in the complaint and concluded the...

following:    Since this Revdex.com case was opened, we have provided the merchant with two new IPP320 card readers at no additional cost. We recommended that the merchant replace their iPad because they were using an unsupported model. We currently recommend using an iPad Air or iPad Mini 2 running iOS 8 or later. Whilst troubleshooting, we do need to look at the Apple hardware that's being used to run ShopKeep and if we have exhausted all other options, we may recommend an upgrade.    I can see that the merchant has now opted to stay with ShopKeep Payments and continue to use our Credit Card Processing service.   We sincerely apologize for the processing issues that the merchant experienced initially. Now that the merchant is using the latest hardware, we are confident that ShopKeep will continue to work reliably and efficiently.   Regards   Patrick ShopKeep Customer Support

[redacted], I understand you have not accepted our first reply. I will iterate upon what has already been said. Like most Software-As-A-Service companies, we have a standard user license agreement, which states that we can't be responsible for any perceived costs incurred, including those from decisions made based on the data we provide.You can see more on our Merchant User License Agreement at this link: [redacted]Regards, Summer W[redacted]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 business. I 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 ($590 upfront works out to $49p/m vs our usual monthly fee of $69p/m saving a total of $238 for the year) we are unable to refund. However I am willing to work with [redacted] on returning the card swiper he has and issuing him a full refund for the said swiper. If [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

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]

[redacted], I understand your frustration and concern in the charge that you received for not returning your defective iPP 320 Ethernet Card Reader to us. It is important to us to set clear expectations and deadlines when it comes to accepting defective hardware through our distributor. Our...

replacement process is initiated by calling our Customer Care team, who will troubleshoot with you to determine if a device is defective or if the problems with it can be fixed. In the case of your card reader, it was determined by the advisor to be defective and was eligible for a replacement under our Warranty Policy ([redacted]). Per this policy, we ask that, “we must receive the defective product back, shipped with the provided return label, within 10 business days or we will have to charge for the replacement.” This statement is included in our Hardware Return Policy under Warranty Policies, and is also outlined in the email you received containing your [redacted] return label. Your replacement was initiated on May [redacted], 2016 after a call to our Customer Care team. The advisor explicitly stated that we must receive this hardware back within 10 business days, and that a replacement reader would be overnighted to your business. The reason we don’t ask for replacements back immediately is so you don’t experience an interruption in your daily operations where your Point of Sale is concerned. It is our priority to make sure that your business is up and running as soon as possible once we’ve identified an issue with your hardware. For your convenience, we provide a shipping label for you to return the defective unit. These shipping labels were sent to you on May [redacted], 2016, and included verbiage that said, “[redacted]” While you did return the credit card reader to us, it was not returned within the 10 business days that we require. Your defective reader was then shipped back to you and was received on June [redacted], 2016. I understand that this has been a frustrating experience, however our Warranty Replacement Policy is clear. We will not be able to honor an exception for the return of fees charged for the late return and replacement of your defective card reader. Marilisa ShopKeep Customer Care

[redacted], We apologize for the misunderstandings that lead to the charges you describe in your letter. I can say the issues were resolved before the complaint reached our office. Your [redacted] account was refunded $49.00 on 10/**/2015 and the [redacted] account was refunded 9.99 on...

10/**/2015.I will provide an explanation as to what happened. The regular billing date for both of your accounts occurred on October **, 2015. On that date, your accounts were billed very early in the morning. The charges to your card were declined. Declines can sometimes happen, and our system attempts to charge the account every few days until the payment is received. Our 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 lax. On October **, a few hours after the billing occurred, you called to terminate your accounts. They were both successfully terminated. On October **, our system automatically charged both accounts in an attempt to collect the monies billed on October ** before the accounts were canceled. On this day, you called and spoke to Jay, who requested refunds for both of your accounts. Once we commit to a refund or discount, we will certainly give it. However, it can take a few days to go through our system. Once a refund is completely submitted, it is up to the banks in question to apply it to your account. As much as we would like for it to be an instant process, this is not something we can fully control. In this case, you spoke to Rachel the day after you spoke to Jay. The refund Jay requested had been approved and was awaiting the next step in the process. Rachel 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 account. If that is not the case, please contact the company that issued your card.

Dear [redacted], I understand your frustration with the situation. When you purchased ShopKeep on 3/**/16, you agreed to an annual fee of $490, which is at a discounted rate from our normal price because you paid for a year of license up front. When discussing prepaid accounts, our salespeople...

inform merchants that the annual fee is non-refundable and get verbal confirmation before entering the credit card information that is provided to us. The first interaction that our Customer Care Department had with you following your initial payment on 3/**/16 was on 3/**/16, when you called in and spoke to one of our supervisors. That supervisor informed you of our billing policy ([redacted]) which specifically states under Payment and Refund Terms #2 "Accounts are billed at the beginning of each monthly billing period, except those accounts that have paid in advance for a committed period in excess of one month, and such charges are non-refundable. There will be no refunds or credits for partial months of Service or for months unused, subject to any applicable dormant fee. No exceptions will be made to this rule in order for us to treat all of our customers fairly.” Since you paid in advance for your ShopKeep yearly license and received a discount on the total, we cannot issue a refund.

[redacted], I completely understand your frustration and want to offer my deepest apologies. I understand that on 02/**/2016 the Birds Eye View showed your total sales as $6,817.25 and $367.30 in tips. This amount was incorrect due to a glitch with the Analytics Dashboard/Birds Eye View. When...

this glitch happens it typically fixes itself within 24 hours. Our records show that you called in on 02/**/2016 and spoke with a Customer Care Representative who informed you we were aware of this glitch and are currently working towards resolving it. They also advised that you can see the correct amount via your Summary Report in the Analytics Dashboard. At 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 data. That supervisor also clarified that we release our updates late Sunday night to avoid any interruptions. You were also given steps to ensure your Auto updates are turned off, as this will ensure you can update your app when you are ready. Unfortunately, we will not be able to compensate you for the $214.60 you are requesting. As 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 you. Laura

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 6/5/2017 for $119.00. 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]

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 $214.60 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 $214.60 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

[redacted], I'm disappointed to hear you story and apologize for the frustration this caused you. By way of explanation, but by no means an excuse, our representatives are trained to take account security incredibly seriously. After some research, I found that much of the confusion on our...

side stemmed from email aliases used for the various accounts. For security reasons, changes to accounts can only be made via the account owner email address. In your case, you have had many accounts with us, with many email addresses. I understand you were not able to send emails via the alias accounts. While that is not ideal, I believe we should have been able to look at the big picture and recognize this was a unique situation. I pulled up a list of all non-terminated, or recently terminated accounts from the domain name of your business. I found a few accounts that look like duplicates and have taken care of them. I have made certain all charges have been refunded. Here is the breakdown: [redacted] 
[redacted] 
[redacted] [redacted] 
[redacted] [redacted] [redacted] 
[redacted]
There are other accounts with the Dreamer Media domain name, but they had all been terminated previously. In the past month, we have changed our account termination procedure so that it is easier for our customers and has fewer chances for mistakes. ShopKeep is determined to support independent businesses, and that certainly includes seasonal and popup shops. You have used our service many times and we appreciate your business. Again, I apologize for the frustration this has caused. 
[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:

The Sales Rep did not inform me that my payment is non-refundable, in fact he said that I should be able to get a full refund when I pointed out all the issues.  Also, it is my understanding that contracts over 1 year are required in writing.  Any reputable organization would refund the money in full amount if they are not able to satisfy the customer requirements.  I was unable to use the service, and I spent a lot of time working with the sales rep and gathering data to implement their software solution.  I am not aware of any company that would keep money for a service or product they did not provide..  I will raise this to the New York State Attorney General's office further review.and investigation. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As part of our one-year warranty, our policy is to overnight replacement equipment. We do not wait until the original equipment is sent back to us because we do not want to cause further delay in your hardware use. When the replacement was processed on May [redacted], it was made clear by our phone representative that the equipment must be sent back to us. An email was sent to [redacted], which is the account owner email address, on May ** at 5:02pm. The email contained a pre-paid shipping label in order for you to send the equipment to us at no charge to you. I 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 ** as a reminder. I 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 instead. We make every attempt at transparency with clear policies on hardware replacements and multiple reminders for returns. Again, I am sorry for the wait times when calling us. We can get very busy during peak hours and we are making strides to alleviate the volume. Sincerely, Summer Customer Care Manager

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]Hi there We will not pay any fees and have tried several time to return their merchandise and has refused to let us do so. I do wish to cancel all contracts and communication with these people.  I do not want their service!!! Please have them to delete and have them to kindly accept their product back.  the product is still in their shipping boxes never opened and would to return them.  have them to let me know when they can be return.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted], As you opened another Revdex.com case, are you happy with this one being closed? If not please let me know.  Regards,Ivan

Hi Revdex.com/[redacted], This is Patrick from ShopKeep Customer Support following up on the business response.In this instance, there is nothing further that we will be offering.As I mentioned in my previous response, [redacted] has been offered free 24/7 phone support indefinitely and at no extra cost. The Bluetooth printer that [redacted] bought was also discounted by 50% and she was given free overnight shipping as a goodwill gesture due to the previous compatibility/set-up issues.It is our opinion that we have been more than fair and addressed each of the issues raised by [redacted] and due to that, we will not be offering a refund of her contract.RegardsPatrickShopKeep Customer Support

[redacted],ShopKeep offers customizable rates for service based on commitment level. The most expensive of these is month-to-month and commitment free for $69.00 per license per month. You opted to commit to an annual contract that resulted in a reduced monthly rate of $59.00 per month for the...

first license and $39.00 per month for any additional licenses. In 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 $59 per month. Customer will be billed monthly throughout such one-year period. Upon the completion of such one-year period, Customer shall continue to be billed monthly at $59 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 answers. That said, over the two and a half years since the reply that you are referencing policies have evolved to best serve our merchants. This voluntary contract explicitly states that your fee of $59 per month is active for a consecutive 12 months. Options for termination or dormancy are not offered to accounts on this contract until they have fulfilled the terms entirety. That said, due to the misinformation about your eligibility for dormancy, ShopKeep offered a $59 refund, that you declined, stating that only a full refund would be acceptable. In 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 fees. In addition, ShopKeep has been unable to successfully bill your card since the first month on 10/**/2016.The issue regarding this missing iPad has since been resolved. I sincerely apologize for the inconvenience here. As was communicated with you by my eCommerce team on November [redacted], 2016, our distributors notified us that only 3 of the 4 iPads were returned. At this time you contacted us back and we were able to open a claim with our distributors. The 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 error. Both accounts will remain contractually obligated until the final payment on 9/**/2016. At that time, you are able to change your subscription status as desired. We 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[redacted]