SellerActive

Complaint: ***I am rejecting this response because:
I have read the response SellerActive wrote in response to the complaint I filed with the Revdex.comI’m afraid I have to seriously disagree with several of the statements made by the companyThe only statement I even remotely agree with is regarding the refund requestIt is true that because of SellerActive’s refusal to issue me a refund for a service I was not happy with nor worked for me, I did contact my credit card company to dispute the chargeThe credit card company did inform me that a credit would be issued pending no ongoing dispute with the SellerActive companySo I have to wait until I receive my credit card statement showing the credit backOnce I see the credit has been issued, then I will consider that matter resolved, that SellerActive themselves wouldn’t have to initiate a refund themselves, but until I see that credit on the statement, I am still leaving that particular issue pending.What I do have disagreements with are some of the following statements SellerActive made in response to my filed complaint with them:“Mr*** received several hours of consultation…”I would have to respectfully disagree with this claimMy initial contact with the company I will say did take up to an hour, with their explanation of their services and how it would benefit my sales through the *** marketplace, the purchase of their by-month service, and the initial setup & instruction of how to use their repricing toolSince then, I have had only about a handful of future phone contacts with my Account Rep., Kim K***, and each of those called did not last beyond to minutes each.“… [Mr***] refused to lower his floor price as he wanted a higher ROI.”Again, I have to strongly disagree with this statementI certainly did not “refuse” to lower the floor price of the items I was selling as they would suggestI lowered the floor price to the items in which I couldThis goes with why I have stated with SellerActive why I wanted to cancel my account because it did not work for me, but I’ll have to go into a little more detail to explain what I’m talking about.Adjusting the floor price of an item guarantees the repricing tool will automatically lower the price not to exceed a point which is specified by the seller in an attempt to make the product listing more competitive and visible to buyers to help increase salesGreat, I get that, but as I also explained to Kim K*** numerous times, I can only lower the floor price to some of my items but so much before I lose money on those itemsWhen setting the floor price, I take into consideration my cost of purchasing items wholesale + the fees charged for selling on ***The final price I lowered the items to would only bring me maybe a few dollars in profit if I managed to sell them, but here’s the rubThere are a lot of sellers on *** selling the same item for a price much cheaper than what I even paid for the item myself wholesaleI literally cannot (not to be mistaken with refused) lower the floor price to these items any more without literally going into the negativeAnd a business cannot survive by selling products for a negative returnAgain, I explained this point to Kim K*** several times in great detail and she agreed with me, that the floor price cannot be lowered but so much so you don’t go into the red on each sale.“I am unsure why he would pay up-front for a year if the system wasn’t working as we clearly offer month to month services.” & “… he agreed to our terms and asked to move to an annual payment with the knowledge that we do not offer refunds on annual agreements.”These statements I’ve paired together as they relate to each other and is where I strongly disagree the most with SellerActive’s claimsI first signed on with SellerActive’s repricing tool sometime in June At the end of September/beginning of October, I had seen that the repricing tool service was not working for me as stated in the reasons above and had contacted Kim K*** to once again cancel my accountWithin hours, Kim K*** contacted me by phone about my request to cancelOf course she was concerned why I wanted to cancel and I stated the reasons listed above why the service was not working for meShe made a very persuasive attempt to have me stay with the service saying that she would work with me closely and help strategize to help increase my *** salesI didn’t really want to keep going, but I decided to give Kim K*** the benefit of the doubt and agreed to let her help me to strategizeAt that point, she immediately changed the subject to say that the monthly service fee I was paying was about to be raisedShe informed me that if I wanted to stay at the same $per month rate I was currently paying now, I would have to pre-pay for a year (months) to stay at that same per month rate, otherwise the monthly fee was going to be raised to something like $-$per monthOf course I did not want to pay more per month than I already was, so I agreed to let her charge the 12-month amountNever at any point did she ever inform me that agreeing to pay the up-front 12-month amount that I would not be able to cancel my account if not satisfied or receive a refund for any unused portion of my subscription feeIf she had disclosed this information to me, I would have NEVER allowed or authorized the charge.After having agreed to pay the 12-month fee in advance, Kim K***’s attempt to “work more closely with me” was nothing more than about a 5-minute phone conversation with the SellerActive singular strategy of lowering the floor price on my items and she would follow up with me in a few daysShe never didOn October 15th, I contacted SellerActive through their online support service and spoke with a tech who told me only my Account Rep(Kim K***) could help me with thatSo on October 19th, I emailed Kim K*** regarding cancelling my account againWithin hours she responded and profusely apologized for not getting back to me as promisedI had informed her of a few other problems I was experiencing with their software platform: 1) a few items were not showing up in the Inventory Manager, and 2) the inventory value on the main dashboard was showing a negative -$value for over items listed for saleFirst she stated she would not charge me for the month of October since she had dropped the ball on her commitment to get back to me as promisedNext she said she would see the issues fixedLastly, she continued to give me the singular strategy of lowing the floor price on my items & to provide her with a link to at least items I had lowered the floor price so she could keep track of, and I didAgain, no follow up after that point.On October 29th, I had still not seen any positive improvement since my last conversation with Kim K*** a few weeks earlierI once again expressed my desire to have my account cancelled & have the unused portion of my subscription fee refundedShe responded:“Hello ***,I am sorry that you are experiencing a slow time with your businessMy department director is in a meeting currently training new team membersI will need to get his approval since you paid for a year commitmentI am just unable to refund without his OkI will let you know as soon as he is available to discuss.Warmest Regards,Kim”Over the next week, I contacted Kim K*** every day to get a status on my cancellation/refund request with never a responseThat is when I sent the final email (November 3rd) with my intentions of contacting my credit card company to dispute the charge and to file a complaint with the Revdex.comSuddenly, someone from SellerActive finally responds to meThey tell me that they’ve been experiencing problems with their email and couldn’t respondI guess they were experiencing problems with their phone too, because they could have called like they have beforeI knew they were just offering excuses and I guess rightly so because at that point I was denied any kind of account cancellation or refund because I had agreed to a 1-year paymentIt was their policy not to refund any annual subscriptionWell, that would have been nice to know before I reluctantly agreed to the charge a month earlierThey never once informed me of that fact until thenAt the time of the charge, they only informed me I would be able to stay at my same monthly rate instead of having it raisedI think that is very deceptive and very unprofessionalAs I had mentioned earlier, if I had been properly informed of this fact, I would NEVER have agreed to the annual charge!“However, in Mr***’s case, he is clearly trying to make money on a service he used for many months by going through several channels to get refunds.”Now I find this statement to be incredibly offensiveI am certainly not trying to seek double the reimbursement for a service I both not happy with, nor worked for meI am looking for a simple refund for the unused portion of the subscription fee I paid under not fully disclosed pretensesI tried seeking a refund from SellerActive, but they made it extremely clear they will not refund me under any circumstancesI printed SellerActive’s response to my Revdex.com complaint, and I find this statement interesting:“Despite our ‘policy’ on refunds, we have and will offer refunds for the right reasonsIf our services haven’t worked for our client, or they are unhappy with our services, offering a full refund is our first course of action.”Now, what they just claimed here seems to completely contradict not only what they are doing in my case, but is the only reason why this matter has been taken to the level that it hasThat is why I had to contact my credit card company to dispute the charge, and I did not dispute it for the full $1,amount, but only $1,which was only minus $from the full amount paid because of the service’s use during the month of OctoberI understand that having had to go through my credit card company as an alternate way of obtaining a resolution, I would not be seeking a refund any longer from SellerActive themselvesAnd upon receipt of my credit card statement and it showing the credit for the $1,amount, I will consider the refund portion the dispute resolved.Now addressing the notion of “trying to make money on a service he used…”, I believe SellerActive was deceptive in its sales presentation with their offer to pre-pay for 12-monthsAs previously stated, Kim K*** only informed me that in doing this, I would be able to stay at the same $per month fee I was currently paying instead of having my monthly fee raisedIt was never explained or disclosed that paying for 12-months up front was going to put me into any binding contractual agreement, that I would not be able to cancel my account or obtain a refund for any unused portions of my subscription fee if I was either displeased with their service or found it was not working for me, which both turned out to be the caseAgain, if I was properly informed as to what agreeing to the 12-month payment completely entailed, I would NEVER have authorized the charge! Upon reflection on this entire experience especially since I had to file this complaint with the Revdex.com, it has become more apparent that SellerActive was deceptive in unwittingly entrapping me into an agreement knowing already I was displeased with the service because it wasn’t working for me, and they didn’t want to lose the money I was paying them; that they wanted to see how much they could squeeze from me.Now, as I have said, once I receive my credit card statement and it shows that my credit has been issued, the refund portion of my dispute will be resolvedAll that is left is for SellerActive to cancel my account, which they have yet to doSince receiving their response to my initial Revdex.com complaint, I tried to log in to my SellerActive account just to see if it was still active or not, and low and behold, it was still activeDespite having previously unlinked their repricing tool from my *** marketplace account & deleting all of my items from their inventory manager, they still have refused to shut down the accountThis is the only final action that is required of SellerActive to settle this complaint, and once that is done, I would like verification that it is done, and then I want no further contact whatsoever in any way, shape, or form with the SellerActive company or anyone affiliated with themI would like to finally put this entire you-would-think-unnecessary trying experience behind meI find it absolutely ridiculous to have to go to such lengths to get a simple cancellation request taken care of.Sincerely,*** ***

Mr. [redacted] has already contacted his credit card company AND our payment processor to receive a full refund.  Once he had taken this action, I cannot issue him a refund as he would receive double the amount paid, possibly more from his credit card company. This was explained to Mr. [redacted]...

before this process with the Revdex.com.
Mr. [redacted] had used our software beyond our free trial and our services to make his listings more competitive in the marketplaces he is selling. One of the features of our tool is a "floor price" which ensures he doesn't go below the price he decides on regardless of the pricing strategy he uses.  On October 22, one of my consultants reached out to him again, though she had worked with him several times to strategize and was counseled several times to adjust/ raise his floor price to increase his sales as all of his competitors were displaying prices below his floor price (lowest possible price).Here is a copy of his last email to us:“Hello Kim,My problem right now is that I have much more going out in expenditures than I’m bringing in, and the sad reality is that money is starting to get tight for me right now. I’m not going to be able to afford to keep the Seller Active Account going, especially for the upfront payment of $1,200 for the next year. Perhaps if sales pick up over the holiday season and I am able to bring in some more revenue, I will be able to revisit the Seller Active repricing tool again, but for right now, I’m afraid I will need to cancel the account and have the unused portion of the yearly subscription credited back. I’m sure you can understand. In the meantime, I will just have to manage my inventory pricing manually for now.Thanks for all of your help and I look forward to a confirmation when the account is cancelled and the fee credited.Best wishes,[redacted]”Mr. [redacted] received several hours of consultation but refused to lower his floor price as he wanted a higher ROI. Naturally, there is a balance to this. If more orders are desired, lower your price from your competitors (automatically).  But, if you are getting sales and want a higher ROI then (automatically) raise your price to make this happen.  This was explained several times to Mr. [redacted].  Additionally, I am unsure why he would pay up-front for a year if the system wasn’t working as we clearly offer month to month services.Another email we received from Mr [redacted] threatening this process is here:“I want to have this account cancelled and applicable subscription fee reimbursed today or I will have to contact the Revdex.com and file a complaint. In addition, I will be forced to contact my credit card company and have them remove this charge and I will be sure to leave a review reflecting my overall experience. I don’t like to have to go through such avenues, but I feel this is the only way I’ll get a resolution to my very simple request.Thanks,[redacted]”Mr. [redacted] DID contact his credit card company and will receive a full credit for his services using that method even though he agreed to our terms and asked to move to an annual payment with the knowledge that we do not offer refunds on annual agreements.SellerActive firmly believes customer satisfaction is our #1 priority.  Despite our “policy” on refunds, we have and will offer refunds for the right reasons.  If our services haven’t worked for our client, or they are unhappy with our services, offering a full refund is our first course of action.  However, in Mr [redacted]’s case, he is clearly trying to make money on a service he used for many months by going through several channels to get refunds.  After speaking with Mr. [redacted] on this issue and his refusal to give up the challenges with the credit card company and the payment processor, I am left with no other choice than to deny his refund.