Performance & A1 Collision Repair

We apologize for the customer's experience regarding this unexpected charge.  Reviewing our records, we show the customer signed up for a 60 day trial through order [redacted] on 4/15/17.  At that time, the customer provided payment details for the product to renew for a full year after...

the trial period ended which triggered the order ([redacted]) to complete on 6/14/17.    Based on the request of the customer provided in this complaint we are processing a refund for the amount of the order back to their account, and are confirming that we have canceled the automatic renewal so the customer will see no additional charges in the future.  Please allow 5-7 days for the refund to process.  We regret the customer's experience and thank them for bringing this to our attention. Regards, Digital River

Initial Business Response /* (1000, 5, 2015/05/14) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised and that the customer was unable to obtain any resolution or refund. As such the...

customer requests a refund for the full purchase price and additional money for time spent.
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 customer or their order with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.

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 that the product that he purchased was defective.  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 May 5, 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 Business Response /* (1000, 5, 2015/11/16) */
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 in the amount of $190.19.
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 a refund was processed on 11/13/15. The customer can 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 Consumer Rebuttal /* (2000, 7, 2015/11/24) */

I am rejecting this response because I responded immediately to 12/5/12 renewal notice by CANCELLING KASPERSKY. Digital River needs to get their communications straight with Kaspersky; it's not the customer's responsibility to coordinate between the two entities.  Any outfit with the name "Digital" should be able to figure out billing with a 30 day lead. re: 5-7 days for refund. Unacceptable. Amazon does refunds immediately, and there's no reason a company with "Digital" in their name can't dod the same. Digital River is simply keeping and using the funds for 5-7 days; any it knows that game. I am notifying my bank this is a unauthorized charge, and will report to authorities.

Final Consumer Response /* (2000, 6, 2016/02/11) */
I was refunded the $59.99 on Feb 10,2016. I consider this closed. Thanks you for your help Revdex.com.

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.I got my refund Jan 9th.

Initial Business Response /* (1000, 5, 2015/09/21) */
Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised, and that the customer has been...

unable to obtain a refund. As such, the customer requests a refund to their account, with interest.
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 a refund was processed on September 16, 2015. The customer can expect to see $49.04 reflected in their account within the next 3-5 business days. DR cannot process a refund with interest, and can only refund the price of the product.
DR apologizes for any inconvenience experienced by the customer.
Sincerely,
Digital River, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */

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 for you response- I will look forward to receiving the disc in a couple weeks.

We apologize for the customer's experiences with this charge to their credit card.  We have located both orders the customer referenced in our system.  The first order, [redacted] was refunded on 6-11-2017, while the second [redacted] was refunded as of 6-14-2017.  Please...

allow 3-5 business days for these to reflect on their account.  We have also made sure that any automatic renewals tied to this order are turned off so there will be no future charges. Regards, Digital River

Final Consumer Response /* (2000, 6, 2015/07/23) */
I received a refund from DigitalRivers, Inc. today. I consider this matter resolved. Thank you.

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding their request for a refund.  The complaint states that the customer has requested a refund on previous occasions but has yet to be refunded.  As such, the customer is requesting a full refund.  ...

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 issued the customer a full refund on January 5, 2017.    DR apologizes for any inconvenience experienced by the customer.   Sincerely, Digital River, Inc.

We apologize for the customer's experiences with this purchase.  We have located the customer's order, [redacted] and show that emails were sent out to the email address on their order with the serial number, but they may not have been received or may have ended up in the customer's junk...

mail folder.  We have resent the key and download instructions to the email address on this complaint in hopes of correcting the issue.   Regards, Digital River

We are very sorry to hear about the experience that customer [redacted] Brockman had with their purchase of Stellar Phoenix Recovery for Quick Books and today our Customer Service team located her Order Number [redacted] and processed a refund in our system.  We ask that Ms. [redacted] please...

allow 3-5 business days for this refund to reflect on her account. Russell [redacted], Paralegal

Initial Business Response /* (1000, 5, 2015/09/21) */
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 additionally that...

the customer believes they requested the cancellation of their auto renewal for the product. The complaint further states that the customer believes a charge was made to their account after the auto renewal was cancelled, and that the customer has been unable 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 the customer's order, and a refund has been processed. 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.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */

We apologize for the customer's experience regarding this unexpected charge.  After speaking with the customer we were able to locate the orders referenced and found that the second charge was the result of an automatic renewal on the trial version.  We have turned off all autorenewals for...

the customers account and have refunded the unexpected charges.  Please allow 5-7 days for the refunds to reflect on your PayPal account.  We regret the experience you had and thank you for bringing this to our attention.  Regards, Digital River