Performance & A1 Collision Repair

Initial Business Response /* (1000, 5, 2015/09/02) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and that the customer
has been unable to obtain a refundAs such, the customer requests a refund to the customer's credit card
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and pursuant to DR customer service records, a refund was processedThe customer can expect to see these funds reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */

Initial Business Response /* (1000, 5, 2015/11/05) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and as such, the
customer requests a refund in the amount of $
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's October 29, order, and a refund for that order has been processedThe customer should see this reflected in their account in the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */

I am rejecting this response because: its password should be given from the purchase dateBut they did not give its password. Without their password, it is useless product from the purchase date. They look like play to deceive trustful consumers.Why they did not give me password from the beginning of the issue?If they are good citizen, they should honor their customers even after some period.I hope this kind of evasive commerce practice should be removed

Initial Business Response /* (1000, 5, 2015/09/02) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised, and that the customer
has been unable to obtain a refundAs such, the customer requests a refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order placed on August 22, 2015, and a refund has been processedThe customer can expect to see these funds reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */

Initial Business Response /* (1000, 5, 2015/09/22) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software productThe complaint states that the customer believes the product did not function as advertised and that the customer
has been unable to obtain a refundAs such, the customer requests a full refund
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet
DR customer service has located the customer's order, and a refund has been processedThe customer can expect to see this reflected in their account within the next 3-business days
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc
Initial Consumer Rebuttal /* (2000, 6, 2015/09/23) */
I got a full refund from company off my complaint this case can be closed

Initial Business Response /* (1000, 5, 2015/04/23) */
Digital River, Inc("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a productThe complaint states that the customer believes the product did not function as advertised and that the customer has not
been able to obtain a refundAs such, the customer requests a full refund for the purchase price
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internetDR customer service has located the customer's orderPer DR customer service records a refund was issued on April 18, for the full purchase price
DR apologizes for any inconvenience experienced by the customer
Sincerely,
Digital River, Inc

Initial Business Response /* (1000, 5, 2016/03/18) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he was charged for a product he did not purchase. As such, the customer is...

requesting a full refund for the amount charged to his credit card.
By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.
Per the customer's request, DR customer service issued the customer a full refund on March 18, 2016. This credit should appear in the customer's account within 5-7 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for DR to discontinue charging sales tax on products purchased and shipped within certain states within the U.S.  The complaint states that the customer had purchased a product from DR...

and was charged a sales tax on the product.  As such, the customer is requesting that DR discontinue charging customers sales tax on shipments made within Georgia.   DR’s tax management program is in compliance with all state and governmental agencies and laws. Additionally, DR remits all funds received from sales tax to the respective state where a product is purchased. All taxes were disclosed to the customer at the time of purchase.   DR regrets any confusion experienced by the customer.   Sincerely, Digital River, Inc.

Digital River (“DR”) apologizes for the inconvenience the Customer experienced. Digital River powers eCommerce operations for companies. While the product is sold through an online store managed by our system, we do not provide technical support and assistance with using the product after the...

initial purchase. In this specific instance as the product did not do what it was advertised to do and the customer was not able to get the product to work, we have processed a refund for the order. DR has since processed a return on the customer’s order, and they can expect to see this reflected on their account within the next 3-5 business days, if it is not present already.  Digital River cares about offering a quality service for our customers and the companies we support. We truly regret the unfortunate experience the Customer encountered.

We apologize for the customer's experience with this order.  Digital River powers eCommerce operations for companies and while the product is sold through an online store managed by our system, we do not create the products or provide technical support and assistance with using the product....

 We have located the customer's order and show that a request for refund was made to the vendor and the vendor replied to the customer offering to assist with any issues the customer may be having with the product.   Based on the additional information provided by the customer in their complaint, we are processing a refund for the amount of order back to their account.  Please allow 5-7 days for the refund to reflect  on their account.  We regret the customer's experience and thank them for bringing this to our attention. Regards, Digital River

Initial Business Response /* (1000, 5, 2015/09/17) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a video game product. The complaint states that the customer believes the order was processed incorrectly, by way of four separate...

charges of $19.99 for a single product. The complaint also states that the customer believes that one charge has already been refunded. As such, the customer requests a refund for the charges not yet refunded.
By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
DR customer service has been unable to locate the order(s) matching the details provided by the customer. DR customer service asks the customer to provide the order numbers and/or the email address used when placing the single order, so that DR may further assist the customer in locating the disputed charges in our system, in order to process a refund.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

I am rejecting this response because:The company is treating the refund as a cancellation.  They processed the renewal of one year before they processed my payment but did not provide the serial number in a timely manner.  I want the company to provide a serial number and link to up to date software.  Their software is reliable and I told them I will renew and pay for the software when it is time in March 2018.  I think it is only fair because THE COMPANY messed up my order. Thank you.

Initial Business Response /* (1000, 5, 2015/06/15) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product refund. The complaint states that the customer believes they have been unable to obtain a refund.
By way of reference, DR provides outsourced...

ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.
Per DR customer service records, a refund was processed for the customer's order on June 9th, 2015. The customer can expect to see this refund reflected in their account with then next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
[redacted]
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.  Thank you very much for your help in this matter.   [redacted]

Digital River, Inc.  ("Digital River") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer was charged for an automatic renewal, which the customer did not want.  As such, the customer is requesting a full...

refund of this order.   By way of reference, Digital River provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product.    Digital River’s customer service has located this customer’s order, which was the result of an automatic renewal.  Customer service has processed a full refund for this order, and also turned off the auto-renewal.   The customer can expect to see this reflected on their account within the next 5-7 business days.   Digital River apologizes for any inconvenience experienced by this customer.   Sincerely, Digital River, Inc.

Final Consumer Response /* (2000, 6, 2016/03/03) */
Please close this case as the company has agreed with a full refund. Thank you.

Final Consumer Response /* (2000, 5, 2015/12/01) */
Hi
I finally got a refund from digital river last Friday, so I would like to close the case
I appreciate you took time to follow up
Kind regards
Almudena

On March 30, 2017, we notified the publisher that their account would be terminated due to a chargeback rate of 12.5%, and they were informed at that time their funds would be held for no less than 180 days to allow a sufficient time period for the processing of possible customer chargebacks and...

returns against the remaining funds in their account.  They were also informed that we require 3 months of no returns before we will release the remaining balance.  On September 12, 2017, we informed the publisher that we would be holding their funds for an additional 3 months due to the fact that another chargeback came through during the month of August.  In addition, we referred the publisher to the MyCommerce Share-it Publisher Agreement (section 4.9.) detailing that we can hold the funds if we feel there is a need to cover future returns.  As a chargeback was received as late as August, it was necessary to continue the payment hold on this account.  The account can be reviewed for payment on December 1.  We have informed the publisher to contact us in December for a review of their account activity.Regards, Digital River

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.This message to confirm that I was refunded from Digital River by deposit to my bank account.Thank you,[redacted].

I am rejecting this response because: On the 6/26/2017 My Commerce, Inc. e-mailed me a message that they had sent a partial refund of $5.99. This is one tenth of the amount removed from my account on the 6/15/2017. The refund should have been $59.90. This will probably be called a type or computer error, except for the use of the word "partial" in the e-mail sent to me.