Hi ***, The reason the refund has not been processed is because we are missing two pieces of hardware that needed to be included in the return. I have reviewed this with our fulfillment team and it looks like we are missing [redacted] Once these items are sent back and received we will then be able to process the refund. Please keep in mind the account is effectively closed/cancelled as there will be no more charges from Revel.
Initial Business Response / [redacted] (1000, 5, 2015/09/27) */ Hi [redacted] , I have reviewed your request and researched your account history with our teamI understand that you had difficulty implementing the POS and I am sorry to hear that the system did not work out for your businessIn light of these challenges we are going to offer you new terms on a return in hopes of arriving to a mutually agreeable decisionYou will be contacted by a member of the team this week to discuss the details
Complaint: [redacted] I am rejecting this response because: Just to clarify The card I gave you to charge the shipping and deposit was correct on the paperwork I submitted, that apparently was Friday at 3:pmThe same card, same number was used on Monday once I called and spoke to your support person, the ran the card Monday and went through just fine; So here is my issues If the card was declined at 3:pm, why didn’t someone contact me Immediately knowing that we needed to have that Ipad the next morning There was nothing wrong with the card, the card has a line of credit of $10,000, the same card was used on Monday same number that I submitted on the paperwork and went through just fine My deduction on all this is that it was Friday probably close to everyone leaving, they just didn’t take the time to follow-up, I checked with my bank there was never a decline on my card, I believe someone keyed in a number wrong and it was declinedThe error in my mind is not on my part but on Revel, but it seems that no one can do anything wrong at Revel so it is always the customers fault I don’t agree with the decision that has been made, but I guess keeping a client happy is beyond recognition by your company, especially after all the issues that are going on with this system Too bad that is how your company Reacts to this Sincerely, [redacted]
The issue with the auto batch occurred on December 30th, 31st of and January 2nd of The auto batch function did not get completed so there were transactions that were not capturedBased on the regulations from payments processors there is a day window to try and recapture all those transactionsThe client first called in about this issue on February 17th, nearly a month and half after the issueWe let the client know they could still try and capture the transactions but they may be faced with chargebacks from some of their customersThe did try and recapture and were faced with client chargebacks, which they were asking Revel for a refund on the chargebacks and other transactions that were not capturedRevel has denied this refund because had the client notified us within the day window we would have had no issues capturing the transactions and there would be no chargebacksWithin the Terms and Conditions Revel also recommends that the client check their batch each and every night to make sure the money is being captured
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 processing the refundNo I am only waiting to resolve the other couple of issues and hopefully we should be good to go.Sincerely, [redacted]
Hi ***, The reason the refund has not been processed is because we are missing two pieces of hardware that needed to be included in the return. I have reviewed this with our fulfillment team and it looks like we are missing [redacted] Once these items are sent back and received we will then be able to process the refund. Please keep in mind the account is effectively closed/cancelled as there will be no more charges from Revel.
Initial Business Response / [redacted] (1000, 5, 2015/09/27) */ Hi [redacted] , I have reviewed your request and researched your account history with our teamI understand that you had difficulty implementing the POS and I am sorry to hear that the system did not work out for your businessIn light of these challenges we are going to offer you new terms on a return in hopes of arriving to a mutually agreeable decisionYou will be contacted by a member of the team this week to discuss the details
Complaint: [redacted] I am rejecting this response because: Just to clarify The card I gave you to charge the shipping and deposit was correct on the paperwork I submitted, that apparently was Friday at 3:pmThe same card, same number was used on Monday once I called and spoke to your support person, the ran the card Monday and went through just fine; So here is my issues If the card was declined at 3:pm, why didn’t someone contact me Immediately knowing that we needed to have that Ipad the next morning There was nothing wrong with the card, the card has a line of credit of $10,000, the same card was used on Monday same number that I submitted on the paperwork and went through just fine My deduction on all this is that it was Friday probably close to everyone leaving, they just didn’t take the time to follow-up, I checked with my bank there was never a decline on my card, I believe someone keyed in a number wrong and it was declinedThe error in my mind is not on my part but on Revel, but it seems that no one can do anything wrong at Revel so it is always the customers fault I don’t agree with the decision that has been made, but I guess keeping a client happy is beyond recognition by your company, especially after all the issues that are going on with this system Too bad that is how your company Reacts to this Sincerely, [redacted]
The issue with the auto batch occurred on December 30th, 31st of and January 2nd of The auto batch function did not get completed so there were transactions that were not capturedBased on the regulations from payments processors there is a day window to try and recapture all those transactionsThe client first called in about this issue on February 17th, nearly a month and half after the issueWe let the client know they could still try and capture the transactions but they may be faced with chargebacks from some of their customersThe did try and recapture and were faced with client chargebacks, which they were asking Revel for a refund on the chargebacks and other transactions that were not capturedRevel has denied this refund because had the client notified us within the day window we would have had no issues capturing the transactions and there would be no chargebacksWithin the Terms and Conditions Revel also recommends that the client check their batch each and every night to make sure the money is being captured
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 processing the refundNo I am only waiting to resolve the other couple of issues and hopefully we should be good to go.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We have lost our faith in Revel Systems.Sincerely, [redacted]