Lifestyles

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

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 more. I 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 it. We had also mentioned we were mmoving to a much larger warehouse before buying the recommended scanner. Im tired of getting nowhere, if you were a decent human being you would refund me a partial on the 1 year I paid for. I 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]

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]
 When can I expect a final resolution on this?  Also I never got any calls back as promised which is very unpleasant.  
 
 
 
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.

[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]

Dear [redacted] Firstly I want to apologise for the frustration this is causing. It is obviously not our intention to have our merchants unable to use the package the bought correctly. I 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 widespread. I know this does not help your current situation. I can see that one of my Team Leads, Luke Fountain, attempted to reach out to you yesterday (**-Mar) to discuss this ongoing issue. As 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 problem. Please could you reply to this case with a contact number and a good time to call you to discuss this further. I 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

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]
 
 Patrick I am not sure when you tried to call but I have no voicemails from you.  I did receive a call from Craig who did leave a VM and I called him back and spoke to him.  Craig advised that a team lead would reach out to me in the next 24 hours and I have yet to hear from anyone additional.  the ###-###-#### is the best number to reach me at.  If I do not pickup please leave a VM and I will call you back.  If you prefer to schedule a time that we can talk I can also do that as I want to get this matter resolved as soon as possible.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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for the delay in the initial response. First and foremost I would like to apologise on behalf of ShopKeep for any inconvenience we may have caused [redacted]. At this time we are unable to offer any refunds to [redacted] is still using shopkeep and it seems that any gift card issues he may have had have been resolved. If this is not the case we are more than happy to resolve the issue for [redacted] and if we cannot and he is unable to use the Gift Cards, after effective troubleshooting from our Customer Care Team, I will happily issue him with a refund of $580.    In terms of the refund of the hardware, we are unable to accept or refund this as the hardware is older than 30 days. However, my hope is that [redacted] can document in this Revdex.com complaint all the outstanding issues he may have and I will gladly assist him in solving them and ensure our ShopKeep system is working optimally for [redacted] and his store.    As for the contract, at this time we are unable to terminate the contract with [redacted] as he agreed to sign a 12 month contract at a reduced monthly rate. I have attached the contract that has been signed for the business [redacted] has, Peppypotamus.    As mentioned previously, I am more than happy to work with [redacted] to resolve any and all outstanding issues to ensure that his continued stay with ShopKeep is a more pleasant one.    Kind Regards, Ivan De V[redacted] Senior Customer Care Manager // Revdex.com POC

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.

Hi [redacted], This is Patrick from ShopKeep Customer Support.I'm very sorry to hear that the correct rate was not applied to your ShopKeep Payments Processing account. After investigation with our Payments Team, I have found that your Payment processing rate has now been adjusted to the...

desired rate. That rate change is due to take effect before your next billing date and will cover the period starting from 06/01. Thank you for your patience whilst we investigated the complaint, I am glad to see that the original issue with your rate has now been resolved.  Please let me know if you have any further questions and I'll be happy to address them. Regards PatrickShopKeep Customer Support

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

[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

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

[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