ShopKeep.com Inc.

Review: Our business has been using the Shopkeep POS since March of this year. Early this week we discovered that our credit card sales were not being deposited into our account. Every night we receive an email from Bridgepay for confirmation of the credit card sales deposited into our merchant services company, [redacted]. The last email confirmation we received was on 5/*/2015 for the sales from Monday 5/*/2015.

This past Tuesday (the [redacted]) I called Shopkeep support to find a solution to this problem. I was directed by the support team to contact our merchant services provider [redacted]. I then spoke with [redacted] and they began looking into the issue. They informed me that things on their end looked normal and I should contact Shopkeep to further investigate the issue.

So after a lot of going back and forth between Shopkeep and [redacted], they discovered that our settlement was being held in a gateway and was not being released to [redacted] to deposit into our account. Since Wednesday 5/** we have not received any communication on the status or given any updates on this matter. I have been calling Shopkeep a few times a day in efforts to get an answer and to speak with the persons responsible for taking care of our very urgent issue. When I do call, I am speaking with different members of their support team, being put on hold for too long as I either wait to speak with anyone or as they are reading all the notes about this issue. They keep informing me someone will reach out to me on updates by the next day. Unfortunately this is just too long for us to remain patient about this issue. We now have more than a week's worth of credit card sales not being deposited into our account, and as a small business it is a huge detriment.

All I have are verbal confirmations that our money is safe somewhere in this gateway. I just do not feel safe using our POS at this time, however we have no choice but to accept our guests credit cards via the Shopkeep POS.

I am still waiting for a response from Shopkeep, the only time I speak with members of their team is when I call them and any written communication via email goes unanswered.Desired Settlement: We would like better communication from Shopkeep, and a better way to reach people who are in charge of major issues. We pay monthly for the support from Shopkeep, but we are always waiting on them to either get a support member on the phone or wait for issues like this to be solved with no communication. They do not have direct lines or email addresses where these point persons could be reached.

When issues arise in the future, how are we supposed to rely on a service that makes you wait for long periods of time on the phone or does not communicate with their customer on what is happening to resolve the issue? In our restaurant we need quick solutions to problems when they arise so that our service is not delayed

We do not feel that it is fair to be paying the $49 monthly fee to access their support team. A refund or credit for our troubles is the least we accept from Shopkeep at this point and time.

Business

Response:

[redacted], I believe this issue has been resolved. I will respond here as well. On May [redacted], the automated batch settlement at the gateway failed for your store with an error of "No Open Batch.” On Saturday, May [redacted] our gateway support notified ShopKeep of the error. On May [redacted], we were able to reach out & receive confirmation from your processor that no batches past May [redacted] were seen. Between Tuesday May [redacted] and Friday May [redacted], one of our representatives as well as a support rep from our gateway repeatedly communicated with the database administrator, with no progress made. On Friday, May [redacted] after your store had closed for the evening, a member of our team worked with gateway support to take the necessary steps to get you batching normally again. Two issues have been escalated to ShopKeep leadership as well as the gateway’s team. First of all, the batch settlement failure was not reported by the gateway to ShopKeep immediately. Second, the gateway database administrator did not take care of the missing batches in a timely matter. Even taking into account weekends, there is no reason why it should have taken as long as it did to retrieve your funds. That said, our team could certainly have done a better job keeping you informed of the steps being taken. While there were more than a dozen calls and emails between the gateway, your processor and ShopKeep, it stands to reason that you should have been more included in the correspondences. We have taken this feedback to heart. We appreciate your patience in this matter. As previously communicated, we have applied a credit to your account [redacted]

Review: Hi there, so I registered a 30 day trial with Shopkeep POS Systems for my small business. I subscribed ahead of time prior to my trial ending, using the online account options feature. There's a feature to enter your credit card information and subscribe for when the trial is over, so that they can start charging your services . However, there is no option to CANCEL your credit card or cancel your subscription / "register". So I proceeded to phone the 1-800 number and spoke to a person in Trials since my account was a trial account. I told the operator/individual that I would like to cancel my credit card on my account and that there is no option to cancel my credit card online. He told me that I had to speak to an individual who was the [redacted] assigned to my account. I asked if I could speak to another [redacted] and cancel my credit card through another person. He told me that unfortunately, they could not do this, and that I would still have to deal with the [redacted] assigned to my account. He then told me that my [redacted] would call me back in about 5-10 minutes. This never happened, and I never got a phone call at all this day. The next day I phoned, and asked again to speak to someone else and a female had answered the phone. I told her that this is a security concern and I would like to cancel my credit card information IMMEDIATELY and she told me that I was unable to do so unless I spoke directly to the [redacted] that I had been appointed to.

The main problem is this:

If a consumer can subscribe for a service online with their credit card, they should have the ability to cancel their services or remove their credit card information online. It is unethical to not have this feature and also unacceptable to not be able to cancel your credit card / remove your customers credit card. Overall, the collection practice is in question and I now am not entirely sure if my credit card information has actually been cancelled or not.

I finally got a hold of the [redacted] assigned to my account, and he had asked me multiple questions prior to cancelling my account. He had asked me which competitor I had went with, and I mentioned that I went with another competitor (will not name the competitor). He then started talking bad about the competitor (the other company) that I had chosen to go with. Rather than respecting the customers decision, and saying sorry to hear you go. This then made me wonder if this person actually was going to cancel my credit card information. I asked for him to send me an email verifying that my credit card information has been removed.

The conversation then ended there.

I checked an hour and half later and noticed that my credit card information still appears in my account. So my credit card information still has not been removed from the website.

This is not a professional way of doing business, and this is unsafe, and unethical. The collection practices are questionable, and the company representative did not seem to respect the customers privacy and confidential information. Rather than putting the customer first, it was as if the company felt they did nothing wrong by not allowing the customer to delete their credit card information.Desired Settlement: Your collection practices should be reviewed as they may not abide by consumer protection laws in Canada.

Consumer

Response:

Hi there,

If you are able to still confirm that my account has indeed been terminated I would very much appreciate this. I was very disappointed to hear from the [redacted] "[redacted]" (The [redacted] of the [redacted] I was dealing with), that it was simply my fault for not deleting the mobile application from my tablet in order to remove my credit card information from the account. However, no where does it state in their terms & conditions or policy, that the user must delete the application off their tablet in order to terminate / remove their credit card information from their account. This has led me to believe that perhaps the primary reason as to why a trial user can not remove their credit card information is so that they can get away with charging the consumer $49.99 for at least a month so that the business can make money.

I just wanted to add this in as I was able to finally get a hold of the [redacted] "[redacted]" yesterday and he was able to verify that my account had been terminated and that my information was removed from their systems. However, if you are still able to confirm with them, I would very much appreciate this, for my own safety.

I would also like to thank you very much for taking the opportunity to process my complaint.

Kind Regards,

Business

Response:

Dear [redacted],

Firstly, let me say that I deeply regret the clear frustration that you experienced. Every small business we work with is important to us. I built ShopKeep POS as a service business first and a software company second, because I was a retailer too and I know how important it is to have a provider you trust and support you can rely on.

With that in mind, I have personally investigated the situation you have outlined. It’s incredibly important to me that the experience every store owner has with ShopKeep is helpful, friendly and genuine, especially if that experience is related to canceling an account. We don’t lock our customers into contracts because we don’t believe in them. It is my firm belief that our customers should be able to cancel at any time, because it is our responsibility to earn their business every day.

I’ve tried to address each of your points individually. I hope it helps to clarify the situation.

Canceling your account online

It is absolutely possible to do this online from your Back Office. First, you need to close any open shifts, deactivate your registers and set your register licenses to ‘zero’. Once you’ve done that, you will see an option under ‘Account Settings’ to delete your ShopKeep account, thereby removing your credit card details. It’s necessary to go through these steps because we don’t allow accounts to be deleted while shifts are open and registers are active. If that happened, registers could continue to operate but sales data would not sync with your Back Office, and would be lost. We want to prevent that.

Most customers call us to cancel, which we can do over the phone or walk them through the process to cancel online, which [redacted] from our team outlined during your phone conversation on May [redacted] at 6:01 PM EST. At the time, your store shifts were still open and your registers were still active, so you would not have seen the option in the Back Office to delete your account.

Canceling your account by phone with the [redacted] assigned to your business

If you do decide to cancel your account by phone, we ask that this be done by the original ShopKeep team member who opened the account. Firstly, this is to ensure that the person canceling is the actual business owner and not someone canceling incorrectly, as a significant amount of store data can be lost if the account is cancelled incorrectly.

Secondly, we take feedback from customers who leave us very seriously, and we want that feedback to go directly to the person who understands your business best - the person who helped you open the account. This feedback helps us better ourselves.

For that reason we ask every customer who leaves us about why they are canceling and whether they plan to use a different service. ShopKeep isn’t right for everyone, and in some cases there are other providers that are better suited to the individual needs of a business. We respect that, and in the event of a cancellation our aim is to help that customer find a service that’s right for them.

Returning your call after your request to cancel

Our records show that your account [redacted], [redacted], returned your call on March [redacted] at 6:07 PM EST but unfortunately didn’t connect with you.

Clarity on your account cancellation

Your account was indeed deleted and credit card details removed on the day that you spoke with [redacted], as was confirmed by his email on March **, 2014 at 4:42 PM.

Putting our customers first and allowing them to cancel

Everything we do at ShopKeep is about helping small businesses succeed. Our goal is to serve our customers first, and grow the business second. If we do a good job at serving our customers, the business will be successful. That is my firm belief, and I want to dispel any misconceptions about that.

That said, if a customer does want to leave us for any reason, we will absolutely not prevent them from doing that. As I’ve said, that’s the reason we do not lock people into contracts.

I hope this response has helped to clarify the situation a little. [redacted], I’d be grateful for the opportunity to speak with you personally. Indeed, my door is always open to any small business owner. I’ve included my personal contact details with this response. Don’t hesitate to contact me and I will gladly meet with you or speak over the phone.

I wish you all the best for the future.

Sincerely,

Review: We purchased 2 ShopKeep point-of-sale systems and a year service plan because we believed Shopkeep was right for our restaurant. How wrong we were!

The systems worked intermittently and failed numerous times -- specifically the iPads lost contact with the printers and/or credit card machines. [We have a video of the ShopKeep iPad system stuck in a loop.] We changed routers and had the Internet connection checked, but these were never the problem, because our old credit card machines never stopped working. Nevertheless, we tried these things because we really wanted ShopKeep to work. We never thought it would fail.

FINALLY after the [redacted] time Shopkeep failed while serving customers -- and after numerous support phone calls -- we began the return of the equipment. We were only about 20 days into the "30-day-free-trial," so we didn't expect a problem. BUT, then the real nightmare began:

1) WE WERE TOLD we would NOT be refunded for the unused 12 months of the year service plan. We were told this was part of the "agreement."

Not true. The facts are:

(a) We never signed, were sent, or even knew there was an agreement;

(b) Surely a condition of this "agreement" was that the system actually worked?

(c) Shopkeep said they told us the money was non-refundable when we did a credit card purchase over the phone. NOT TRUE. We have asked to hear the audio recording of the phone conversation, but they said they didn't record it. How professional is that? So, they have no proof we agreed to a non-refundable plan.

THE NIGHTMARE got worse…

2) AFTER WE SENT the equipment back most of it was RETURNED TO US. It now belongs to us -- even though we have no need for it. So much for the 30-DAY-FREE-TRIAL advertising. Here’s what they sent back and why:

(a) THE iPAD stands [cost $298] were returned because they were used. Of course they were used. What does "trial" mean? The stands are in perfect condition, but were returned to us. What are we supposed to do with them? Shopkeep can easily resell them.

(b) THE CREDIT CARD machines [cost $598] were returned because 3 tiny screws from one machine were missing. But, we only received one set of screws originally. [It seems Shopkeep originally sent us used merchandise.] They also said the manuals were missing. This manual is a small, folded piece of cardboard that we returned. So, we lose $600 because of 3 screws and 2 pieces of folded cardboard. What are we supposed to do with 2 credit card machines? There is nothing wrong with these machines, but we can’t use them. We’re back to our original system. Shopkeep can easily resell them.

(c) THE CASH-DRAWERS [cost $224] were returned because they were scratched. We didn't scratch them. In fact one scratch looks like someone hit it with a screw-driver! Furthermore, we can’t open one of the drawers because a set of keys are missing. Shopkeep never returned all the keys to us! We know they lost them, because (i) we taped both sets of keys to the drawers when we sent them back; and (ii) if we had lost them, Shopkeep would have reported scratched drawers AND lost keys. They did not. So, we’re stuck with a drawer we cannot open.

WE HAVE EMAILED AND phoned so many times, but no one is interested. Our account is closed, but we're paying 11 months for a system we don't even have. And now we have been charged for equipment we don't even know what to do with.

3) ANOTHER FALSE ADVERT: 14-day free software trial. The equipment only arrived a week into the trial. How can we try the software for 14-days without the equipment? That’s like saying: “Try this new car for 14 days. Sit in it. Press the buttons… but you aren’t allowed to start or drive it for a week.”

AGAIN, WE BOUGHT the Shopkeep system to keep it – we thought at least for 3 years. We committed, but it seems we had more faith than Shopkeep themselves. They don’t even want their equipment back. We are extremely disappointed. We have been cheated!Desired Settlement: Refund us for the unused 12 months of the service. Refund us for all the 30-day-trial equipment.

Business

Response:

[redacted],I’m sorry to hear that you have been frustrated with your ShopKeep experience. I understand your intention was to stay with ShopKeep for a long period of time and you had thought the software to be right for your business. Your trial period began on December [redacted], 2015 with your assigned Point of Sale Specialist, James. James assisted you in setting up the software, helped you order your hardware, and helped you determine that ShopKeep was the correct system. We have three payment plans available, two of which are monthly subscriptions. You opted for our yearly subscription priced at $490 per register annually, as well as a standard set of hardware for two registers, which included two receipt printers, two cash drawers, two Simplicity stands, two iPads, and two iPP320 credit card readers. After a number of technical issues with your credit card readers and printers, it was suggested you upgrade your router to a device that would be able to handle the network setup requ ired by ShopKeep. I see you contacted our 24-hour phone support line a number of times, and in most instances where troubleshooting was performed, the issues were resolved. The other calls placed to us were in reference to canceling your account or returning your hardware, which I understand you had a difficult time with. While we accepted the return for your iPads, our distributor rejected the returns for your cash drawers because there were marks on them (pictures were taken by our distributor, which we can provide), the Simplicity Stands were returned still assembled, and the iPP320 Ethernet Card readers were missing screws and manuals. Per our Hardware Return Policy as listed on our website ([redacted]), “All hardware ordered from ShopKeep Store is eligible to be returned within 30 days of receipt. Return ship ping on hardware is FREE and you are eligible for a 100% full refund when you:1. Initiate your return within 30 days of having received the product(s) you’re returning.2. Ship your product(s) back with all original manuals, cables, materials, and packaging.3. Return your product(s) in the same original new condition you received them in.All non-Apple products may be returned for a 100% refund. All opened Apple products may be returned for a fee of 15% of the price of the products. Any shipping charges incurred at the time of sale will not be refunded.”The first inquiry we received from you about the return process was on December [redacted], 2015, where you asked one of our Customer Care Advisors, Wendy, what the cancellation and return process was. No action was taken on this from you, so it was determined from this conversation that you wanted to continue with ShopKeep. On January [redacted], 2016, and it was noted by our phone advisor, Ashleigh, that you had no interest in troubleshooting what she determined were network issues. The return process was initiated on January [redacted], 2016, when the Hardware Return form was filled out ([redacted]). You called us to inquire about the standard 15% restocking fee on the Apple products you were returning. The advisor you spoke with on that day, Ashley, reiterated the restocking fee for the iPads. She said we would be able to accept the rest of your hardware without a restocking fee as it was still within our 30-day return policy. This was contingent upon I tems 2 and 3 in our Hardware Return Policy, quoted above. Due to the condition and missing manuals/screws, the distributor was not able to accept your Simplicity Stands, Cash Drawers, or iPP320 Ethernet Card Readers. For clarification, we do not offer a hardware trial but our 30- day Return Policy accommodates merchants within the 14-Day Trial of software. Per our Billing Policy ([redacted]), you are welcome to try out our software for 14 days before becoming a paying account, thus maximizing the amount of time you have to evaluate the software and hardware before committing to a payment plan.In another inquiry on January [redacted], 2016, you spoke with one of our Customer Care Supervisors, Christopher, who discussed the subscription amount that was outstanding for the next 11 months after you had decided ShopKeep was not right for you. Christopher looked into this issue, but ultimately directed you towards our Billing Policy ([redacted]), which states, “You are, however, responsible for any charges before you cancel including any charges for services you agreed to purchase pursuant to a one-year purchase agreement.” Our Merchant User License Agreement ([redacted]) also points to this verbiage and supports it. One of our Sales Managers, Marino, was made aware of the issue. He determined that the circumstances were clear, and did not approve a refund for the unused 11 months of service. Christopher relayed this information to you and apologized for the frustration that you experienced.On January [redacted], 2016, you sent us an email that was routed to another one of our Customer Care Supervisors, Danielle, in regards to your frustrations with the hardware issues you had experienced, the return issues you encountered, and the issues surrounding your yearly subscription not being refunded. Danielle reached out to you via email and via phone and reinforced our Billing Policy, which clearly states you are responsible for any charges before you cancel services, and agreed to a one-year purchase agreement. Your account was officially terminated on January [redacted], 2016.On January [redacted], you called in after your hardware was returned back to you for the damage and missing pieces it had, and briefly spoke with Alex. After he explained our Return Policy and our Billing Policy, you requested to speak with a supervisor. Alex placed you on a brief hold, during which the call was somehow disconnected. One of our Customer Care Supervisors, Mike, called you back immediately to discuss our policies further with you, but ultimately gave you the same answer as our previous advisors and supervisors.I understand your frustration in this matter. At ShopKeep, we are committed to providing honest Point of Sale solutions that do not keep our merchants in the dark about service, subscriptions, hardware, or the costs associated with our products and services. Per the terms of our Hardware Return Policy, our Billing Policy, and our Merchant User License Agreement, we are not offering compensation for your subscription or your damaged hardware.Again, I apologize for the frustration that this has caused you. Best wishes on your future endeavors.Marilisa ShopKeep Customer Care

Review: I purchased a system setup to accommodate using my ipad for business. The software was compatible with what we wanted to use the system for. We sent the equipment back and was expecting a full refund and the client stated everything was messed up. We never used the software. We setup the company file but no transactions or anything was done. We sent it back as it came. They refused to refund our money saying the property was damaged and it wasn't when I sent it back. They were also suppose to refund the subscription amount that they took out of my account 30 days early and never did. I just recently received another charge from them and again I don't even use their system.Desired Settlement: I feel the problem was I wanted to return the unit so they found a way not to give me all my money back. I am asking for my full refund, plus 2 months of charges in which I have not had the unit a full 30 days before sending it back. A full refund and send a label to pick up their equipment that was in good shape and in its original packaging before I sent it back.

Business

Response:

We apologize for any inconveniences or aggravation this experience has caused you. However, we are adhering to the guidelines that are outlined in our Return Policy on our website that is imposed by the product manufacturers. In brief, it states: In order to receive a full refund you must: (1) Initiate your return within 30 days of having received the product(s) you’re returning. (2) Ship your product(s) back with all original manuals, cables, materials, and packaging. (3) Return your product(s) in the same original new condition you received them in. The items below were not accepted by our distributor because they were returned without the original packaging and/or were not in original new condition: - TSP100 Ethernet Printer was returned without the original packaging. We have a picture as visual proof. The printer was sent in a large box without the original TSP100 box or foam inserts. There is a photo on our hardware site of what is included with the printer, and not all of the materials were returned. - Simplicity iPad 2/*/4 Enclosure was returned damaged; scratched, visibly scuffed and without the original packaging. We have a picture as visual proof. The stand comes in a cardboard sleeve, which was not included. We provided a full refund for the cash drawer, which was returned to us undamaged and in its original packaging. I am very happy to provide the photos mentioned above. The hardware sales total was $609. You were refunded $250 for a promotion that took place in February. When the cash drawer was returned, we refunded $112. That leaves a total of $247 that can not be refunded. Regarding the subscription, it appears there was a misunderstanding. We were under the impression that you wanted an additional 30 days to get familiar with our product and to integrate it into your current business. Thus, we discounted your second month’s billing of $49 so that you would not be charged on March [redacted]. The second $49 charge on April [redacted] was an oversight on our part because the account had not been closed yet. I have personally made sure your account is closed and you will no longer be billed. We will gladly refund the entire subscription fee of $98 immediately. That includes the first month’s billing as well as the second time you were billed. However, we are unable to offer a refund for the hardware that was returned without the original packaging and not in original new condition. The hardware is yours to keep to do with as you wish. Again, we sincerely apologize for the subscription misunderstanding. I have already submitted the billing refund. A link to our return policy: [redacted]

Review: I signed up for a free trial of ShopKeep, I decided that the features that I needed where not available. I called before the trial period was over to have my account cancelled and was told I had to speak with my account rep, I had to leave a message, they never called me back. I then called again and spoke to someone in support and they said that they would cancel my account. The next day there was a charge on my bank account for $49.00. I called again and spoke to Jay, he said that he could see that my account was canceled and that they just missed the step of issuing a credit and that he would do it. The next day I called again and spoke to Rachel, she said that she was a manager and that she would push through my refund and that I would have it the next day or by Monday, Now here we are and the still have not refunded my money, I believe that they do this on purpose, just think how much this will add up if folks don't catch it. Rachel was disingenuous about my issue. I also have had another account that was parked and I also canceled this one the same time for $9.99 and they charged me on it also, so now both accounts, one for $49.00 and $9.99 where charged to my bank account and I am unable to get the refund that I deserve. This company is dishonest!!!!!Desired Settlement: I want my bank account credited for $49.00 and $9.99

Business

Response:

[redacted], We apologize for the misunderstandings that lead to the charges you describe in your letter. I can say the issues were resolved before the complaint reached our office. Your [redacted] account was refunded $49.00 on 10/**/2015 and the [redacted] account was refunded 9.99 on 10/**/2015.I will provide an explanation as to what happened. The regular billing date for both of your accounts occurred on October **, 2015. On that date, your accounts were billed very early in the morning. The charges to your card were declined. Declines can sometimes happen, and our system attempts to charge the account every few days until the payment is received. Our billing policy states: "Accounts are billed at the beginning of each monthly billing period and the charge is non-refundable." In practice, however, we are much more lax. On October **, a few hours after the billing occurred, you called to terminate your accounts. They were both successfully terminated. On October **, our system automatically charged both accounts in an attempt to collect the monies billed on October ** before the accounts were canceled. On this day, you called and spoke to Jay, who requested refunds for both of your accounts. Once we commit to a refund or discount, we will certainly give it. However, it can take a few days to go through our system. Once a refund is completely submitted, it is up to the banks in question to apply it to your account. As much as we would like for it to be an instant process, this is not something we can fully control. In this case, you spoke to Rachel the day after you spoke to Jay. The refund Jay requested had been approved and was awaiting the next step in the process. Rachel did indeed push your request to the top of the queue and personally made sure your refunds left our hands on October **. By now, I am confident the funds have reached your account. If that is not the case, please contact the company that issued your card.

Review: returned eguipment in time for refund first they said didn't receive so confirmed with [redacted] then refuse to call me back keep saying they have to confirm every time I call .they say yes we will refund yet they don't has been since mayDesired Settlement: refunded of 950 dollars plus apology for no return calls every week

Business

Response:

To Whom It May Concern:Shopkeep ships our hardware orders from a distributor warehouse in [redacted]. Standard hardware returns are also shipped to this same warehouse. However, returns made as an exception to our 30-day hardware return policy (http://www.shopkeep.com/hardware-return-policy) go to our headquarters in [redacted]. Additionally, we are given a specific RMA number for each return request. Without an RMA number on the [redacted] label, there would be no way for the distributor to know what hardware order the package was associated with. On May **, 2015, the complainant was emailed prepaid [redacted] labels addressed to our [redacted] headquarters (since his return was done as an exception to our policy) with the appropriate RMA numbers on them. Rather than using the provided labels, the complainant generated his own [redacted] labels addressed to our distributor in [redacted], with no RMA numbers. Because the complainant did not follow our RMA procedure and the hardware was not appropriately returned to our ** headquarters, we are now in the position of having to locate his hardware return.Beginning on 6/**/2015, the complainant began to make repeated calls to our Customer Care department requesting updates on his hardware refund. Each time, it was communicated that our distributor was still trying to locate his hardware and we would follow up with him when more information became available. He received an outbound call from a Shift Supervisor on 7/*/2015, informing him that we had only been able to locate one out of the six items that he had sent in. On 7/**/2015, the decision was made to refund his purchase price regardless of the fact that we have still been unable to locate the hardware. The complainant received an outbound call from a Customer Care Manager on the same date to communicate this.The complainant’s hardware order total was $909.00, less $249 to make the ICMP credit card swiper free for a new merchant promotion. The total amount paid for hardware was $660, which was refunded on 7/**/2015. The only other amounts that the complainant has paid are $105.00 for shipping (which is non-refundable) and a single $49 register license fee, which was refunded on 6/**/2015.

Review: We have made numerous attempts to cancel their recurring billing of $9.99 for 3 different accounts. This fiasco started in March, when the president of the company forwarded an e-mail to me from ShopKeep confirming billing of the unauthorized charges for 3 accounts that we stopped using A YEAR PRIOR @ $9.99/each. This new billing scheme started in January 2015, a year later after we stopped using the services, and we were never notified that we would start being charged $9.99 per month just for having an account with them, even though we weren't using their services. The president checks her statements every few months when we do expense reports, so she didn't see this until March.

3/**/2015 - President contacted [redacted] to turn off account. No reply.

4/*/15 - Rachel T[redacted] responds to president's e-mail asking to confirm cancellation request. President responded confirming cancellation of all 3 accounts. No response back.

4/**/2015 - President forwards e-mails to me asking for help to turn it off. I contact shopkeep on 5/* forwarding a copy of president's e-mail requesting cancellation and requesting response.

5/*/2015 - Anonymous shopkeep customer service rep e-mails saying we need to send an e-mail from each e-mail address on the account to cancel. President responds saying there is no way to do that as those e-mails are aliases and point to her e-mail; asks what she needs to do to rectify the situation. No response.

5/*/2015 - I respond asking them to follow up; forward e-mail from president. No response.

5/**/2015 - Spoke to Danielle @ Shopkeep over the phone and explained the situation. She told me to have the president send an email to [redacted], with "ATTN: Danielle" in the subject, and request that the 3 e-mail aliases be changed to her primary e-mail address. Also states that sending a letter on company letterhead will help.

6/*/15 - President sends e-mail with letter on letterhead stating she is the president of the company, owner of the e-mail aliases, requests all 3 accounts (listed in letter) to be switched over to her e-mail address. No response.

6/**/15 - Yet another e-mail from shopkeep about recurring billing. I contact shopkeep again and forward president's e-mail. Assigned case #[redacted].

6/**/15 - I call shopkeep again. Spent an hour on the phone talking to Sabita. Long story short, she issued refunds for all three accounts since the first billing month on record, and assured me all 3 were cancelled.

She also told me they started being billed in March 2015, but I have a copy of an email from January 2015 showing billing. (See below).

We take whatever refunds we can get, and call it a day. I e-mail the refund breakdown to the president:

Black Crowes - $39.96 refund, claimed it was billed since March 2015 (incorrect - since January 2015)

Jackson B[redacted] - $29.97 refund, claimed it was billed since April 2015 (incorrect - since January 2015)

MJF - $29.97 refund, claimed it was billed since April 2015 (incorrect - since January 2015)

However, here is part of an e-mail we received on January [redacted] confirming the start of the billing fiasco:

--Transaction Information--

Merchant: Shopkeep.com

Amount: $9.99 USD

Transaction Date: Jan ** 2015, 04:28 AM EST

Tax Exempt: no

Authorization Code: [redacted]

7/**/2015 - Imagine our surprise when we receive another e-mail showing we are billed again. I e-mail them. They create case [redacted].

7/**/2015 - They e-mail us back:

"Hey there,

Thanks for contacting Shopkeep. I do apologize about this mishap, but I can take care of this. I have terminated your account at your request. Please allow 24 hours before that takes place. I've also submitted the $9.99 refund back to the card charged. Please allow normal banking time. Please make sure to retrieve all BackOffice reports including tax reports before it is canceled. You will not have access to those reports after cancelation.

I hope this helps and good luck!!

Brionna"

We thought that was the end of it. Turns out, she only cancelled one account, and the other two were billed on 8/**, and 9/**, and will probably be billed on 10/** in a few days as well.

We are exhausted, fed up, and extremely frustrated. We demand full refunds for all 3 accounts for the last 9 months (10, if they bill us again on 10/**). That is $89.91 per account, which is $269.73 total. If the refunds in June actually did happen, they totalled 99.90. If they were already refunded, that would be $269.73 - $99.90 = $169.83 still owed to us.

We don't know what else to do as not a single customer service agent was able to complete the simple task of cancelling all 3 accounts and issuing a full refund.Desired Settlement: We demand full refunds for all 3 accounts for the last 9 months (10, if they bill us again on 10/**). That is $89.91 per account, which is $269.73 total. If the refunds in June actually did happen, they totalled 99.90. If they were already refunded, that would be $269.73 - $99.90 = $169.83 still owed to us.

Business

Response:

[redacted], I'm disappointed to hear you story and apologize for the frustration this caused you. By way of explanation, but by no means an excuse, our representatives are trained to take account security incredibly seriously. After some research, I found that much of the confusion on our side stemmed from email aliases used for the various accounts. For security reasons, changes to accounts can only be made via the account owner email address. In your case, you have had many accounts with us, with many email addresses. I understand you were not able to send emails via the alias accounts. While that is not ideal, I believe we should have been able to look at the big picture and recognize this was a unique situation. I pulled up a list of all non-terminated, or recently terminated accounts from the domain name of your business. I found a few accounts that look like duplicates and have taken care of them. I have made certain all charges have been refunded. Here is the breakdown: [redacted]

There are other accounts with the Dreamer Media domain name, but they had all been terminated previously. In the past month, we have changed our account termination procedure so that it is easier for our customers and has fewer chances for mistakes. ShopKeep is determined to support independent businesses, and that certainly includes seasonal and popup shops. You have used our service many times and we appreciate your business. Again, I apologize for the frustration this has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Shopkeep offers software for a fee of $59 per month with no contract, but they told me that I would get better pricing by paying for the year upfront. My salesperson also told me that if would leave early, I would get a prorated refund for the time that I did not use their product. I only used the product for about a month and a half, and it was not performing as advertised and several of our employees were contemplating leaving their job purely because the software glitches. Customers' bills would suddenly disappear and would show up a day or two later. It was also much slower than a normal cash register. For these reasons I ended service with Shopkeep. When I called to get a prorated refund, they told me that I could not be refunded anything because I paid for the entire year.Desired Settlement: I used the software for a short time and I am willing to pay their monthly fee for that time, but I want a prorated amount back for the rest of the year. The total billed was $943.85 for the year because we signed up for two registers and one was signed up a few weeks later than the first register.

Business

Response:

Dear [redacted],Your frustration is clear and understandable, and we apologize for that. However, we will be adhering to our policies in this case.When signing up for a ShopKeep account prior to first billing on 2/*/2016, you chose from among our payment options a discounted $490 prepayment per register for the period of one year (as opposed to $49 per month for a one-year contract, or $59 for month-to-month). On 3/*/2015, a second register license was added, triggering a prorated billing of $453.85 for the remainder of the year.Pursuant to our billing policy ([redacted]), ShopKeep does not offer refunds for unused service:"Accounts are billed at the beginning of each monthly billing period, except those accounts that have paid in advance for a committed period in excess of one month, and such charges are non-refundable. There will be no refunds or credits for partial months of Service or for months unused, subject to any applicable dormant fee. No exceptions will be made to this rule in order for us to treat all of our customers fairly."For this reason, we will not be issuing refunds for any unused service on this account.Sincerely,Theo S[redacted]Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] While Shopkeep claims to have a no refund policy for any period paid for beyond one month, the salesperson assured me that I would get a prorated amount returned to me if I cancelled during the year. If I would have been told that this payment would be non-refundable, I would have opted for the month to month option for greater flexibility. I purchased the software use over the phone, so the sales representative's assurance that I could get a refund was either a ploy to get me to sign up, or he didn't take the time to find the correct information if they have this policy. In either case, I used the software for a period under two months and the company wants to keep money that would pay for an entire year even though I was told directly by their employee that this would not be the case.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted], I have spoken to our sales representative and determined he did not set the expectation of a refund. Our billing policy is the same for all subscription payments: We do not offer refunds. It would be quite odd for a sales representative to promise something that we have never offered. We do offer prorated rates for billing after the start of a billing period. For example, if the normal billing date is November * and the customer starts a subscription on November **, they are billed for 15 days less than the full amount. It is possible the customer remembered the conversation incorrectly when this was explained. We offer refunds on hardware within 30 days. We offer refunds for billing errors, of course. However, this was not a billing error. The customer purchased something that was nonrefundable and then changed their mind. On May **, this customer contacted us asking if they could transfer the account to someone else. We told them it was possible to do so. The best outcome would be for someone to use the service that was paid for. We reached out yesterday, May [redacted], to let them know that option was still an open.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I was told that conversations are recorded, so if the salesperson remembers the call, the simple thing for your team to do is look up the call and play it back for me. You will find that your salesperson did tell me that there was a refund option on the one time payment option. I would have transferred the subscription to another person if I knew of one that wanted your service. I sold the hardware that I paid over $1000 for for $300. I was explained that there weren't refunds on equipment after 30 days, so I am not even fighting over that. The guy I sold it to was not interested in your service, so that dint work out. However, I was told the subscription would be refunded on a prorated basis if I didn't like the product.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: After an upgrade to the operating system and their application, my receipt printer stopped working. We have been trouble shooting with shop keep for 2 weeks, and have had no success. On Tuesday, April **, 2014 - the technician instructed me to "factory reset" my wireless router - causing all my systems (phone, security, music, internet, credit card processor) to stop working. When I called shopkeep to advise them of this problem resulting from their instructions, I was told it was not their problem. We were forced to close my business for one day while repair technicians from the phone company reinstalled my phone and internet connections. I was told by shopkeep on 4/** that a manager would call me back to help solve this problem. After two days (on 4/**) since no one called back, I contacted shopkeep and asked when they would be contacting me to fix this problem which is now 2 weeks unresolved. Shopkeeps new response is no one is able to fix the problem.Desired Settlement: I would like the problem fixed

Business

Response:

Dear [redacted],

I’d like to sincerely apologize for any frustration that may have been caused by your difficulties with the receipt printer and with the subsequent troubleshooting by our Customer Care team. We pride ourselves on reliability and friendliness, and I personally looked into the incident that you’ve described.

First, I’ll want to stress that performing a factory reset of a router or networking device is a last resort, and as a general rule we try to avoid suggesting it as best we can. In the rare case where we feel that a networking device may be the root cause of an issue, we recommend contacting either an ISP or the manufacturer for further assistance with that process. This is an opportunity for us to revisit our own internal processes and our training with an eye towards consistency - network setups are specific to how each business is configured, and any action recommended needs to be handled by someone with knowledge of that configuration.

In this case, what our agents had been investigating was the possibility of a new networking device causing connectivity issues between the iPad and printer. When the agent exhausted the troubleshooting steps to the best of his ability, we advised you to contact the printer’s manufacturer, STAR, in order to perform a reset of the printer itself.

STAR recommended resetting the printer by turning the DIP switches (small switches located behind a panel on the bottom of the printer) to the off position, and then power cycling the device before those switches are flipped back to the on position. I believe that this step may have contributed to the miscommunication that led to our agent to suggest a reset of your networking device, as he believed that the printer had been eliminated as a possible cause of the error. Removing that device as a factor, our agent came to the conclusion that the network was the source of the issue, and incorrectly recommended a factory reset, which affected your business’ systems.

I genuinely apologize for the oversight that created a situation where it became necessary for your ISP to re-configure your network’s settings, and assure you that we’ve taken steps internally to address this with the agent you spoke to and in our internal documentation. Our customer’s problems are also our problems, and we are committed to addressing any issue that affects a business’ ability to operate. “Not our problem” is not in our vocabulary. In this case, our agent felt that your internet service provider’s tech support would lead to a quicker solution.

There was a miscommunication with the manager and the agent that led to you not receiving a call back, however we did have an agent try to reach out to you later that day. In this case, the expectation for a manager to call was improperly set. We are taking steps to ensure that we clearly communicate scheduled calls both internally and externally.

According to our records, one of our resellers was able to stop by your business and, having run into this rare issue before, confirmed that one of the DIP switches on the printer was set to off. He was able to toggle that switch back on, at which time connectivity was restored.

From what I understand, the reseller’s fix has addressed your issue, and the printer is now able to connect with your iPad Register. I’ve included my contact information with this response, please feel free to contact me personally if you’d like to speak in more detail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,