John Assaraf

The product that *** *** ordered was a $1,package consisting of three monthly payments of $
April 2014: Order placed, first payment of $was made
April 2014: Customer resquested a refund per our 30-day refund policy
May 2014: Second monthly payment was
auto-charged
May 2014: Refund for first payment of $was issued Customer acknowledges that this was received
May 2014: Refund for second payment was attempted, but denied through our online billing software (Infusionsoft)
May 2014: Refund for second payment was issued manually through our merchant portal (Authorize.net)
June 2014: Customer notified that both refunds have been completed
I realize that the amount of time it's taken to communicate with the customer has been unreasonably long Our company was in a transition period during this time, part of which included hiring a new Director of Finance As a result, communication between departments suffered a bit and policies regarding refunds were not made clear or well-understood This is our fault and this was communicated to the customer
I've attached screenshots from Authorize.net as well as from Bank of America Merchant Services showing all four transactions, two charges, and two refunds

Review: I purchased a program from PraxisNow and it came with a 30 day money back guarantee. Well I called 2 weeks after I received it to get a refund. I got my first refund right away... THEN they charged my card again for $395. They shouldn't have and I have been working on getting my refund from them since April of 2014... I should have had it by now. They are now telling me that they have refunded the second payment but I have not received it back in my account or in paper form. It is now June 23, 2014 and I have only been refunded one payment...Desired Settlement: I want my refund of $395. I should ask for me for allt he trouble and late fees I acquired. BUT I just want my $395 back.

Business

Response:

The product that [redacted] ordered was a $1,185 package consisting of three monthly payments of $395.

April 5 2014: Order placed, first payment of $395 was made.

April 22 2014: Customer resquested a refund per our 30-day refund policy.

May 5 2014: Second monthly payment was auto-charged.

May 6 2014: Refund for first payment of $395 was issued. Customer acknowledges that this was received.

May 6 2014: Refund for second payment was attempted, but denied through our online billing software (Infusionsoft).

May 29 2014: Refund for second payment was issued manually through our merchant portal (Authorize.net).

June 23 2014: Customer notified that both refunds have been completed.

I realize that the amount of time it's taken to communicate with the customer has been unreasonably long. Our company was in a transition period during this time, part of which included hiring a new Director of Finance. As a result, communication between departments suffered a bit and policies regarding refunds were not made clear or well-understood. This is our fault and this was communicated to the customer.

I've attached screenshots from Authorize.net as well as from Bank of America Merchant Services showing all four transactions, two charges, and two refunds.