Performance & A1 Collision Repair

We apologize for the customer's experience regarding this order.  After speaking with the customer we were able to locate his order and have initiated the refund on his behalf.   The customer should expect to see the refund appear in their account within 5-7 days.  We regret the...

customer's experience and thank them for bringing this to our attention.  Regards, Digital River

We apologize 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 customer service for HTC.We show that the phone was returned to our warehouse,...

however we were unable to process a refund because the customer disputed the charge with their card company before the return could be completed.  This means their bank seized the funds and we have no ability to process a refund.  The customer must reverse or drop the dispute with their card issuer in order for us to complete any refund to their account.We will be happy to process the refund once the dispute has been dropped.Sincerely,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. Digital River supplied a refund request shortly after my complaint.  I have received this refund and the issue is now resolved.

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 product. The complaint states that the customer believes the product did not function as advertised, and as 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, and DR customer service records indicate that the order has been refunded. The customer should see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WIth the technical glitches, I was still unable to use the program, hence, I asked for a refund and they agree.

I am rejecting this response because:
I am not asking, nor did I ever ask, for a refund. I am asking for the product that was paid for to be shipped. Not only do I believe the statement made regarding HTC's customer service to be false based on the hours I've spent dealing with customer service (calling the phone number on HTC's web portal versus calling the number on Digital River's web portal has me talking to the same people, all their webforms are identical as well), but that is entirely irrelevant. Digital River was the company with which the order was placed and payment tendered, my purchase order confirmation indicates that " DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store."Digital River is a reseller that operates the digital storefront, took the order, and received payment (can confirm with bank records that payment was tendered directly to "Digital River Inc"), their own order confirmation states that they are the ones responsible for the order. The details of their contractual relationship with HTC are an internal matter that has no bearing on their responsibility to provide the product/service that I paid them for.  DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.

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. Our transaction records show that the customer processed a chargeback on this order on 10/17/17. This prevented us from assisting with the refund as the funds had been returned to the customer's bank. Currently we see that the chargeback has been reversed and we have processed a refund for the amount of the order. The customer should see the funds back on their Visa card within 5-7 days. We regret the customer's experience and thank them for bringing this to our attention. Regards, Digital River

We apologize for the customer's experience with this order.  We have located the customers order in our system, and reviewed the charges posted to the customer's account.  We show that the customer's credit card was authorized and the charge did not go through due to the request for...

cancellation on the day of the order.  If the customer used a debit card to process this transaction, the bank will often show the pre-authorization that occurred at the time the order was entered as a full charge until they remove it.  The pre-authorization is a bank hold on funds and the customer can work with their bank to have that removed, however banks typically will drop the pre-auth within 5-7 days of an attempted transaction.  Regards, Digital River

Initial Business Response /* (1000, 5, 2016/02/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and the subsequent attempted cancellations of such product. The complaint states that the customer believes the...

customer attempted to cancel the auto-renewal of the product on four separate occasions, without success. As such, the customer requests a refund of the auto-renewal charges since July 2015 and discontinuance of further auto-renewals.

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 following monthly orders, made on the following dates:
10-11-2015
1-6-2016
12-6-2015
11-6-2015
DR customer service has processed a refund for these charges, and the customer can expect to see this reflected on their account within the next 3-5 business days. If there are any other charges in question, please let us know the dates and amounts so that we may attempt to locate them in our system.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
This matter has now been satisfactorily resolved with Avast. The contracted service has been cancelled, and the months that were charged that, during which time I was unable to get the service cancelled, have been arranged to be refunded. Very satisfied with results. Thank you for your help. - T. E. [redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a Ubisoft product. The complaint states that the customer believes the product did not function as advertised, and as 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 does not handle customer service for Ubisoft. Only Ubisoft can assist with this request. DR customer service directs the customer to work directly with Ubisoft to pursue a refund.
North America (English): +X (XXX) XXX-XXXX Hours (EST): 9am - 9pm EST Mon - Fri
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The web site for Ubisoft, https://www.ubisoft.com/en-US/, contains a Uplayshop link that calls shop.ubi.com
Text on shop.ubi.com states "DR globalTech Inc. is the authorized reseller and merchant of the products and services offered within this store."
Further text on the web site states:
"About Digital River globalTech, Inc.
DR globalTech, Inc., a Digital River Company, provides on-demand e-commerce and marketing services designed for consumer technology manufacturers. Our solution is flexible enough to create a customized offering to meet the specific needs of the hard goods marketplace, including world class e-commerce capabilities, sophisticated catalog and pricing management, robust international services, proven e-marketing technologies and turnkey fulfillment through all major distributors. In addition, our e-commerce solution is designed to help companies maximize online revenues as well as reduce the costs and risks of running an e-commerce operation.
Founded in 1994, Digital River is headquartered in Minneapolis, Minnesota..."
Further text on the web site states:
"THESE TERMS OF SALE ("TERMS") CONSITUTE A BINDING LEGAL CONTRACT BETWEEN (A) US, DR GLOBALTECH, INC., WITH OFFICES AT XXXXX [redacted] XXXXX, THE SELLER (WITH REFERENCES TO "US", "WE", OR "OUR" BEING CONSTRUED ACCORDINGLY), AND (B) YOU, THE PURCHASER (WITH REFERENCES TO "YOU" OR "YOUR" BEING CONSTRUED ACCORDINGLY).
THESE TERMS APPLY TO ALL OFFERS, SALES AND PURCHASES OF THIRD PARTY PRODUCTS (INCLUDING, WITHOUT LIMITATION, HARDWARE, SOFTWARE, LICENSE RIGHTS, AND SERVICE USE RIGHTS RESOLD BY US) ("PRODUCTS") OR ACCESS RIGHTS TO SERVICES WE DIRECTLY PROVIDE (INCLUDING, WITHOUT LIMITATION, EXTENDED DOWNLOAD SERVICE OR REGISTRATION BACKUP SERVICE) ("DR SERVICES"), WHICH OCCUR EITHER (A) THROUGH THE ONLINE STORE ON WHICH WE POST THESE TERMS, OR (B) THROUGH ANY OTHER MEANS THROUGH WHICH WE ENGAGE IN THE SALE OF PRODUCTS AND DR SERVICES, SUCH AS BUT NOT LIMITED TO ORDERS BY PHONE (THE WEBSITE AND SUCH OTHER MEANS, A "DR COMMERCE SOLUTION"). BY ORDERING ANY PRODUCT OR DR SERVICE THROUGH A DR COMMERCE SOLUTION OR BY VISITING THIS ONLINE STORE, YOU SIGNIFY YOUR ACCEPTANCE OF THIS AGREEMENT."
The payment information from my bank:
Post date: 11/19/2015
Amount: -57.36
Type: Other payment
Description: PAYPAL DES:INST XFER ID:DR INC USD
INDN:[redacted] AND [redacted] CO [redacted]
WEB
DR globalTech Inc., Digital River, is the seller of the product, as the above language makes clear. I went to that site to purchase the offered software, I entered payment information into that site, the language above creates a seller/purchaser relationship.
Payment should be refunded from this seller. This seller should not be allowed to redirect to an uncooperative and financially unable to refund Customer Service group.
Final Business Response /* (4000, 9, 2015/12/21) */
Digital River, Inc. ("DR") is in receipt of a counter complaint from a customer regarding the customer's purchase of a Ubisoft product. The complaint states that the customer believes the product did not function as advertised, and as such, the customer requests a refund. The complaint further states that the customer believes DR is the seller of the product, and therefore the refund should be provided directly by DR.
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.
Again, DR does not handle any customer service for Ubisoft. However, DR has refunded the customer order, and the customer should expect to see this reflected in their account in the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

Initial Business Response /* (1000, 5, 2015/10/01) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. The complaint also...

states that the customer believes an additional product was subsequently purchased due to the first product's malfunction. As 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 on the order has been processed. The customer can expect to see the full amount refunded to their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

We apologize for the customer's experience regarding this auto-renewal charge.  Our records reflect that a refund was processed on Feb 21 in response to a request from the customer.  While we immediately processed that refund, processing time from the customer's bank can vary from bank to...

bank.  We suggest allowing 5-7 days for the refund to reflect back on the customer's account.  We regret the customer's experience and thank them for bringing this to our attention.Regards, Digital River

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 purchased certain software but that the software didn’t display the expected results.  As such, the customer is requesting a...

full refund as noted in the satisfaction guarantee.   By way of reference, DR 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.    Per the customer’s request, DR customer service has processed a full refund.    DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

Final Consumer Response /* (2000, 5, 2015/07/20) */
Received chat from consumer 7/20/2015
CASE#: [redacted]
3 days ago
[redacted]
Message:
After filing the complain with you today Digital River sent me an e-mail stating that they refund the money to my Visa account. So as of now I...

consider the case solved. Thank you for your involvement. Filing the complain with you was enough for the company to reverse the charges.

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 product purchased did not work as advertised, and therefore 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.
Per DR customer service records, a refund was processed pursuant to the customer's request. 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, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I agree with the refund of $34.24 which is all I ever wanted for a product that didn't work.

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.My complaint is resolved.However, the basic problem is the Company software acceptance/rejection needs revision.Otherwise the Company will continue to cause problems for potential customers.  Also their software didn't solve my problem.

Final Consumer Response /* (2000, 5, 2016/03/09) */
Good day,
I would like to make an update with regards to the issue I submitted to Revdex.com last March 6 against MyCommerce (Digital River). MyCommerce contacted me through Facebook last March 8 and informed that they have...

processed my refund last Feb 28. Also, I have received my refund and it was dated March 2 in my bank transaction so the delay is only 4 days and not 6. I am happy to confirm that this complaint has been resolved. Thank you for your help and more power.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request to discontinue services for certain software.  The complaint states that the customer tried to stop the automatic renewal for the software by using the action button(s) on the website...

but that the action button(s) did not work.  As such, the customer is requesting that the automatic renewals for the software stop.   By way of reference, DR 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.    Per the customer’s request, DR customer service has cancelled the automatic renewal on the order.  The customer should be receiving an email confirming this cancellation, and no further automatic renewals will be processed in association with this order.  DR customer service was unable to duplicate the non-functioning action buttons on the website.    DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

I was contacted by Digital River in regards to the complaint.Digital River implied that they found my wire transfer payment and said that they encountered technical difficulties making a wire transfer to my U.S. bank account in order to provide a refund.After double-checking my banking details (the details were correct, and there is nothing unusual about my bank or account) and attempting the presumably domestic wire transfer one or more additional times, they asked their accounting department to put in the wire transfer manually.On September 1, 2016, I received the refund from Digital River.

It looks like the product was checked in at the warehouse and refunded on March 4th. I just initiated the refund for the shipping charges” – DR customer service

Initial Business Response /* (1000, 5, 2015/08/05) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of three software products. The complaint states that the customer believes the product did not function as advertised and that the...

customer has not been able to obtain a refund. As 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 all three of the customer's orders, and DR has processed a refund for the full amount for each, pursuant to the customer's request. The customer can expect to see these refunds reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
I have only received two of the three refunds; thus, please do not close. Can you contact them to see why only two refunds?
Regards,
[redacted]
Final Business Response /* (4000, 10, 2015/08/13) */
Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of three software products. The counter-complaint states that the customer believes one of the three refunds has not yet been received by the customer.
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 order number where the refund was not completely processed. This has now been corrected and the customer can expect to see this reflected in their account within the next 3-5 business days.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.