PicMonkey

Complaint: [redacted] I am rejecting this response because: Yes, I did delete my account Your website very clearly states "delete my account" in the Account Settings If it's been reactivated, it was NOT done by myself I have gone in and "deleted" my account AGAIN This was explained to your help desk, who stated that my membership was cancelled (In attached email) Also, I never received an email reminder of the annual renewal How do you expect ANYONE to remember something from mths It appears to me that you are still trying to trap me in an account that I've clearly told you I do not need or want Again, if you wanted to make an exception for a customer who no longer needs your services, you would do so to have a happy customer that talked favorable of your product I'm in Customer Support and know there are exceptions to every rule for a happy customer This is crazy!! Sincerely, [redacted] -***

Good Morning,Our customer service and support team strives to treat all customers fairly and equally under the terms ofuse outlined on our website, agreed upon when an account is createdWithin these terms, I’d like tohighlight two key policies which apply to this case: First, our account renewal policy, which states asfollows for annual memberships:If you have chosen an annual (yearly) term, your PicMonkey membership will continue year-to-year unlessand until you cancel your membership or we terminate itYou must cancel your membership before itrenews each year in order to avoid billing of the next year's membership fees to your Payment Method .Annual renewals occur on the "year anniversary" of your initial purchase dateWe will bill the annualmembership fee to the Payment Method you provide to us during registration (or to a different PaymentMethod if you change your account information)Membership fees are fully earned upon payment.Second, our refunds policy, which states as follows:We endeavor to treat our PicMonkey Premium customers fairlyYou can easily cancel online hours adayThere are no cancellation fees although there are no refunds for partial months (if on a Monthly plan) oryears (if on an Annual plan) .This customer subscribed to an annually renewing account on 6/14/and agreed to the account termsof service outlined aboveThe first request for a refund of the account did not take place until eleven daysafter the account renewed on 6/25/In searching our helpdesk, we were unable to find any record ofa request to cancel during their membership period (6/14/- 6/14/2017) or a request fortroubleshooting help for the technical issues outlined in this complaint.With that said, in terms of the technical issues that this customer has highlighted, we’ve found thatuninstalling and then reinstalling Google Chrome normally fixes the issueThe error this user is facingseems to be due to a bug between Chrome and Flash when loading larger dimensioned images into theeditor.Therefore, based on the above facts and per our terms of use on account renewals and refunds, we areunfortunately unable to extend a full refundThe customer still retains access to their account for the timethey have paid for until 7/14/2018, when their account would normally renew.Regards,Chris - PicMonkey Customer Operations Lead*Please view attached document

Good morning, Our terms of services state that if you do not cancel your subscription by the end of your free trial, we will bill you based on the elected plan type This subscriber did not cancel her subscription by the end of her free trial and as such, she was billed for an annual subscription which she selected at the beginning of her free trial Regardless, we try to be very considerate with our refund policy and try to process all refund requests that are similar to this case We are however, short-staffed on customer support representatives as many have time off during the holidays so it took an extra couple of days to process this refund requestThe refund request has now been processed and this case should be dismissed based on our understanding Thanks,

Good Morning,Our customer service and support team strives to treat all customers fairly and equally under the terms of use outlined on our website, agreed upon when an account is created. Within these terms, we highlight two key policies: 1) accounts are automatically renewed based upon the plan... type selected when subscribing to PicMonkey (annual or monthly), and 2) our grace period for requesting a refund after a charge has posted to your account. After reviewing your case, I see that you e-mailed requesting a refund twenty-seven days after the charge had posted to your account. Per these terms of use, we do not grant refunds outside of our fourteen day grace period. Furthermore, while your account has had it's subscription cancelled, it is still active and not in a deleted state as you have claimed. Therefore, I am unable to extend a refund for your renewal charge of $33.00 based on our terms of use. With that said, because your account is still active, you may access all PicMonkey Premium features for the duration of the year that you have already paid.Regards,Chris PicMonkey Customer Operations Lead

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***,Thanks for your inquiry regarding your accountI took a look into our helpdesk and can see that our product support agent refunded your card on 8/23/per your e-mail requestRefunds normally take 3-business days to process, so you should see that post back to your bank account
shortly.Best,Chris

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 received the refund.
Sincerely,
[redacted]

Good Morning,Our customer service and support team strives to treat all customers fairly and equally under the terms ofuse outlined on our website, agreed upon when an account is created. Within these terms, I’d like tohighlight two key policies which apply to this case: First, our account renewal...

policy, which states asfollows for annual memberships:If you have chosen an annual (yearly) term, your PicMonkey membership will continue year-to-year unlessand until you cancel your membership or we terminate it. You must cancel your membership before itrenews each year in order to avoid billing of the next year's membership fees to your Payment Method .Annual renewals occur on the "year anniversary" of your initial purchase date. We will bill the annualmembership fee to the Payment Method you provide to us during registration (or to a different PaymentMethod if you change your account information). Membership fees are fully earned upon payment.Second, our refunds policy, which states as follows:We endeavor to treat our PicMonkey Premium customers fairly. You can easily cancel online 24 hours aday. There are no cancellation fees although there are no refunds for partial months (if on a Monthly plan) oryears (if on an Annual plan) .This customer subscribed to an annually renewing account on 6/14/2016 and agreed to the account termsof service outlined above. The first request for a refund of the account did not take place until eleven daysafter the account renewed on 6/25/2017. In searching our helpdesk, we were unable to find any record ofa request to cancel during their membership period (6/14/2016 - 6/14/2017) or a request fortroubleshooting help for the technical issues outlined in this complaint.With that said, in terms of the technical issues that this customer has highlighted, we’ve found thatuninstalling and then reinstalling Google Chrome normally fixes the issue. The error this user is facingseems to be due to a bug between Chrome and Flash when loading larger dimensioned images into theeditor.Therefore, based on the above facts and per our terms of use on account renewals and refunds, we areunfortunately unable to extend a full refund. The customer still retains access to their account for the timethey have paid for until 7/14/2018, when their account would normally renew.Regards,Chris - PicMonkey Customer Operations Lead*Please view attached document.

Complaint: [redacted]
I am rejecting this response because: Yes, I did delete my account.  Your website very clearly states "delete my account" in the Account Settings.  If it's been reactivated, it was NOT done by myself.  I have gone in and "deleted" my account AGAIN.  This was explained to your help desk, who stated that my membership was cancelled.  (In attached email) Also, I never received an email reminder of the annual renewal.  How do you expect ANYONE to remember something from 12 mths.  It appears to me that you are still trying to trap me in an account that I've clearly told you I do not need or want.  Again, if you wanted to make an exception for a customer who no longer needs your services, you would do so to have a happy customer that talked favorable of your product.  I'm in Customer Support and know there are exceptions to every rule for a happy customer.  This is crazy!! 
Sincerely,
[redacted]

Hello!Apologies for the confusion around signing up and cancelling your account. We aim to make the cancellation process as painless and transparent as possible.Our customer support team had a look into our Helpdesk and were able to find your two tickets on 4/22 and 4/23/2017, although we were...

unable to locate your ticket from 4/19/2017. Nevertheless, our agent Vidal responded to your requests on 4/23 for cancellation and refund, and processed both for your account. You should see that refund post to your account in approximately 3 days, although depending on your bank it could take up to five days.Regards,Chris C[redacted]PicMonkey Customer Operations Lead

Good Morning, Our customer service and support team strives to treat a ll
customers fairly and equally under the terms of use outlined on our website,
agreed upon w hen an account is created. Within these terms, I’d like to highlight
two key policies w hich apply to this case: First, our account...

r enewal policy,
which states as follows for annual memberships:  If you have chosen an annual (yearly) term, your
PicMonkey membership will continue year­to­year unless and until you cancel
your membership or we terminate it. You must
cancel your membership before it renews
each year in order to avoid billing of the next year's membership fees to your
Payment Method.  Annual renewals occur on the "year anniversary" of your
initial purchase date.  We will bill
the annual membership fee to the Payment Method you provide to us during
registration (or to a different Payment Method if you change your account
information). Membership fees are fully earned upon payment. Second, our refunds policy, which states as follows:  We endeavor to treat our PicMonkey Premium customers
fairly. You can easily cancel online 24 hours a day. There are no cancellation
fees although there are no refunds for partial
months (if on a Monthly plan) or years (if
on an Annual plan).  This customer subscribed to an annually renewing account on
5/18/2016 and agreed to the account terms of use outlined above. T he first
request for a refund was received on 6/28/2017, 41 days after the account
renewed on 5/18/2017.  Finally, in
searching our helpdesk, we were unable to find any record of a request to
cancel during their membership period (5/18/2016 ­ 5/17/2017).  Additionally, I would l ike to clarify the conflicting
information between this Revdex.com complaint and what was submitted to our support
team upon the first refund request denial. The customers response to the first
denial is as follows: “Thanks for the quick response, and I understand your
position. However, in this situation I expect an exception to your policy. I
didn’t even know what PicMonkey was until I looked it up after seeing the
charge last week on my account.  I have no idea how I was signed up for a
membership because I’ve never been to your
site, I have never used your services, and have no interest in retaining the
“premium features until the expiration.”However, in this complaint with the Revdex.com, the customer
claims that they did use our website to create a collage on May 18, 2016 and
signed up for a free trial of a p remium account. By signing up for an annually
renewing premium account, this customer agreed to the terms of use outlined
above as they pertain to charges post the free­trial period, refunds, renewal
fees, and timing. Because the membership was not cancelled during the free
trial period or during the year of membership, renewal fees were processed in
accordance with these agreed upon terms. Therefore, based on t he above facts and per our terms of
use on account renewals and refunds, we are unfortunately unable t o extend a
full refund for the I nitial charges in 2016 or the renewal charges in 2017.
The customer still retains  access to their account for the time they have
paid for until 5/18/2018. Regards,

Good Morning,Our customer service and support team strives to treat all customers fairly and equally under the terms of use outlined on our website, agreed upon when an account is created. Within these terms, we highlight two key policies: 1) accounts are automatically renewed based upon the plan...

type selected when subscribing to PicMonkey (annual or monthly), and 2) our grace period for requesting a refund after a charge has posted to your account. After reviewing your case, I see that you e-mailed requesting a refund twenty-seven days after the charge had posted to your account. Per these terms of use, we do not grant refunds outside of our fourteen day grace period. Furthermore, while your account has had it's subscription cancelled, it is still active and not in a deleted state as you have claimed. Therefore, I am unable to extend a refund for your renewal charge of $33.00 based on our terms of use. With that said, because your account is still active, you may access all PicMonkey Premium features for the duration of the year that you have already paid.Regards,Chris PicMonkey Customer Operations Lead

Good morning,
Our terms of services state that if you do not cancel your subscription by the end of your free trial, we will bill you based on the elected plan type.  This subscriber did not cancel her subscription by the end of her free trial and as such, she was billed for an annual...

subscription which she selected at the beginning of her free trial.  Regardless, we try to be very considerate with our refund policy and try to process all refund requests that are similar to this case.  We are however, short-staffed on customer support representatives as many have time off during the holidays so it took an extra couple of days to process this refund request. The refund request has now been processed and this case should be dismissed based on our understanding.
Thanks,