We apologize for any frustration caused by the delay in response to the customer's ticket. We strive to reply to all tickets in a timely manner, and we apologize that this ticket was not handled expediently.We have investigated the situation regarding downtime on usa.arcitor.com and can confirm that...
the issue was resolved on 1/30/15. If the customer decides to cancel his service due to these issues, we are able to offer a credit of the last two month’s hosting fees. We deeply regret the frustration this has caused.
We apologize for failing to mention that the $99.00 fee was waived. The fee was waived after the original Revdex.com response was sent, but we can verify that the fee was waived.
Complaint: [redacted]
I am rejecting this response because: This company Volusion.com , is trying to get me agree with their "terms of agreement" to close my account - if I do so,it would ENFORCE their fraudulent term agreement rule,that they cannot refund my full payment(114.00. I do NOT agree to their terms - and they now refuse to close my account because of my refusal to honor this agreement.[ If I cancel my account by agreeing to their Terms of Agreement - I would forfeiting my right to a refund as stipulated in those terms. This is fraudulent bad business. ]7-28-2017
Regards,
[redacted]
The merchant called in to our Merchant Care Department on 08/27/2013, and at that time the merchant was advised that she would be receiving an email to which she would need to reply in order to confirm her request to cancel. It was not stated during the call that the merchant was required to...
have the service for an additional year. There is a three year term for the service, and while it may be canceled at any time, a $99 early termination fee is applied for cancellation within the first three years. These cancellation requirements are outlined in the service contract, which the merchant signed upon initiation of the service.
The Merchant Account application is a contract between the merchant, Volusion, and the payment processor, Global Payments. This is clearly stated on the application. The application requires merchants to initial and sign several pages, acknowledging the information listed within the application and their agreement to the fees and Terms & Conditions contained therein. By signing the binding contract, the merchant acknowledged and agreed to all of the information within the application. Once the application was electronically signed, a copy of it was emailed to the merchant. As the merchant elected to sign the contract, we are unable to offer any type of compensation for services rendered.
Complaint: [redacted]
I am rejecting this response because: I do not believe that [redacted] and I had a conversation where she told me about being able to cancel my contract. We did have a discussion about processing times but she did not Tell me that I had an active contract and that she was sending me an email to cancel it. I do not believe they are being honest and they refused to listen to the telephone conversation. If they wanted to prove that I was wrong then [redacted] and I need to listen to the telephone conversation together. Also I never would have agreed to a contract if [redacted] had told me four days for processing originally. Luckily I caught it when I was signing the secondary contract necessary for processing transactions. Volusionbneeds to stand behind theit customers and acknowledge that I was lied to repeatedly in order to sign a contract under fraudulent circumstances. As a business owner, I would be profusely apologizing to my customers if I had an employee who lied to my customers. I would do everything I could to make my customer happy and make things right. All I'm asking for is a $201 refund or to be used towards future service charges from my monthly service. This is very unethical.
Regards,
[redacted]
In reviewing this account, we can verify that an Account Manager reached out to the customer on October 16th and again on October 20th. The Account Manager left voicemails for the customer on both occasions, as the customer was not available to take the calls. The customer requested...
cancellation on October 28th, and Volusion replied with cancellation instructions on October 31st. Volusion’s terms and conditions state that cancellations must be submitted online, via the customer's secure online account portal.We apologize for any frustration or confusion caused by this issue. As a courtesy, we are able to refund $99.00 to the customer. We are reaching out to the customer via email to obtain the necessary information in order for the refund to be issued.
Unfortunately, we are unable to speed up the time it takes for all parties involved to communicate with the payment processor in order to move funds. Additionally, we are unable to offer compensation for the monthly fee which covers the resources used to keep the account open in order to process transactions.
Complaint: [redacted]
I am rejecting this response because:
This response made no effort/attempt to resolve this matter. Thus we are rejecting this response because it does not solve our initial problem.
Volusion stated that the offending email was a non-specific/pre-fabricated/template/non-genuine(/etc) response. This simply makes matters even worse. This sort of insincere treatment of a customer's case is simply inappropriate.
I do not accept the response made by Volusion, because this response is not an attempt to resolve this complaint.
Our demands remain the same.
Regards,
[redacted]
In reviewing the account, the last communication we had with the merchant prior to June 2015 was in March of 2013, when the merchant purchased an SSL certificate and replied to a ticket. Upon purchasing hosting services, the merchant agreed to Volusion's Terms and Conditions, which can be found at http://www.volusion.com/legal . Under the Fees & Payment section, merchants are advised of the following: “To cancel your account, you must follow the procedure in Section 18. To ensure that you are not billed for another month of service, you must cancel your account before your billing cycle due date.” If the merchant scrolls down to section 18, the following is stated: “You may terminate your right to access and use the Service - only by logging in to customercare.volusion.com and following the instructions available. Forsecurity reasons, Volusion requires that you authenticate any cancellation, including paying the stated termination fee where applicable (i.e. Merchant Services, etc.). Failure to do so will result in the cancellation request not being processed and you will be liable for all recurring fees until such authentication is complete.”As the merchant agreed to the Terms and Conditions for both the hosting and payment processing services, and the merchant did not submit the hosting cancellationvia the required URL or submit the required written request to cancel the payment processing services, the services were made available and the fees for resources used were assessed. For these reasons, we are unable to offer any type of compensation.
We are sorry that this merchant experienced frustrations with Volusion's service.Regarding the hosting account fees: Hosting fees are assessed monthly in order to give the merchant access to the Volusion shopping cart software and to ensure that the customer’s site has a spot on Volusion’s servers....
The fees are not contingent upon whether the merchant actually builds a site or brings a site "live". In reviewing this merchant’s account, we can confirm that all of his inquiries via ticket/email were answered in a timely manner. As access to the shopping cart software was provided, and the account was held on Volusion’s servers, we are unable to offer any compensation for the monthly hosting fees.Regarding the Merchant Account: A Merchant Account gives the merchant the ability to process credit cards. It is the merchant’s responsibility to review orders and confirm their legitimacy before capturing funds and shipping product. This information is stated within the contract signed by the merchant, as well as in the email that was sent to the merchant when the account was approved. Included in the welcome email was a link to our Online Credit Card Fraud Prevention Guide. The chargebacks the merchant received from cardholders were all due to fraud. The Online Credit Card Fraud Prevention Guide lists circumstances to watch for in order to prevent processing fraudulent orders. These circumstances include: orders which don't have a billing address match, IP address match, CVV2 match, etc. The Guide advises against capturing charges or shipping products on orders containing any of these "red flags", as merchants are liable for chargebacks on those orders. While the chargeback amount is debited at the time of the dispute, merchants are given the opportunity to dispute all chargebacks received. Notices were mailed to the merchant on 12/17/14, 01/19/15, 01/28/15, 02/01/15, 02/02/15, 02/23/15, 03/04/15, 03/05/15, and 04/15/15. In order to dispute the chargebacks, the merchant would need to complete the form that was mailed and provide screen shots or printouts showing proof that there was a billing address match and signed proof of delivery to that address. In reviewing the account, we were unable to locate a dispute from the merchant. The Terms of the Merchant Account contract include the following information concerning chargebacks: “If a cardholder disputes any transaction, if a transaction is charged back for any reason by the card issuing institution, or if [redacted] or Member has any reason to believe an indebtedness previouslypurchased is questionable, not genuine, or is otherwise unacceptable, the amount of such indebtedness may be charged back and deducted from any paymentdue to… Merchant further acknowledges that it is solely responsible for providing [redacted] and Member with any available information to re-presenta chargeback and that, regardless of any information it provides or does not provide [redacted] and Member in connection with a chargeback, or any otherreason, Merchant shall be solely responsible for the liability related to such chargeback. Merchant understands that obtaining an authorization for any sale shall not constitute a guarantee of payment, and such sales slips can be returned or charged back to Merchant like any other item hereunder.” As the merchant signed a contract with Volusion and our processor, [redacted], acknowledging and agreeing to the fees listed and to the Terms and Conditions, which include information concerning chargebacks, we are unable to offer any type of compensation or waiver of the account balance.
We appreciate patience through the investigation of this issue. The following is the result of our investigation. The Merchant called in on 7/29/2016 to the Sales Department phone queue after completing the application online. The Merchant had already provided all the necessary information that the...
application requires. When she called in, the Sales Representative saw that she had already initiated the application process herself. When a Merchant does that, all that is needed is for them to electronically sign the contract that they are entering. The Sales Representative immediately told the Merchant the account was preapproved, and she would just need to finish the process by signing her contract, and follow up with the correct documentation. The Merchant agreed to do this, and did not ask any questions about the fees or the contract that she was signing. The Sales Representative stated that this the contract that she was signing, and explains how to electronically sign her contract. The Merchant signed each page on the phone and did not ask the Sales Representative any questions about what she was signing, even though the fees and term length are declared on page 2 of the contract. While on the phone, the Sales Representative was not asked to clarify anything about the contract, it was assumed that the Merchant was reading and agreed to the contract before signing and would bring any questions up. This merchant did not ask for clarification at all. The Sales Representative informed the Merchant after the contract was signed, that the account would be opened, and the Merchant would need to purchase an SSL certificate. An SSL certificate is a requirement of all Merchant Service Providers. The Merchant stated she cannot afford an SSL at that time, and the Sales Representative informed the Merchant of coupon codes and deals Volusion provided and sent the information via email so the Merchant can purchase it sooner. The Merchant stated that the Sales Representative could send the coupons and the Merchant would look for them. The very final topic discussed was when the Sales Representative asked the Merchant to provide the bank documents for the account. The Sales Representative states that the purpose of the account is for depositing the sales, but at no time does she ever say that the account will *only* be for deposits. The Merchant just stated that she would send her banking documents as soon as possible, and never asked for additional information. Again, the contract she completed on the phone and signed outlined why our company needed banking documents and that the account is used for deposits and debits. The Sales Representative was not deceptive in how she walked the Merchant through the process. The Merchant called after already having filled out the application and all she asked of the Sales Representative was how to finish her application, because she didn't know how to continue signing electronically. The Sales Representative answered the Merchant’s question as well as sent her the document to sign. It is the responsibility of any Merchant to read what they are agreeing to sign and ask any questions before signing their agreement to a binding contract. This Merchant asked no questions about any fees specifically, and she was not told that her checking account information would only be used for deposits. This Merchant signed the contract on the phone with the Sales Representative, and expressed no hesitation or confusion about what she was signing. The Sales Representative would not know to explain specifics about any terms of the account that are being agreed to unless the Merchant asks about them. Since this Merchant read the contract and signed it, she agreed to all the terms therein. No false information was provided by the Sales Representative.
We sincerely apologize for any frustration caused by our transfer process. In reviewing the chat logs and tickets on the account, it was noted that the customer did receive assistance with getting the DNS propagated, but we definitely understand the stress involved while waiting for it to complete....
Unfortunately, the system is not able to be manually adjusted to propagate faster, so we were unable to speed the process.
The customer has requested cancellation and was provided a refund of the first month’s hosting fee ($10). The original order included a discount of $125 off of the standard $135 price for the Premium plan. The SSL ($89), which was successfully installed, cannot be refunded, as it is not part of the first month’s hosting fee, and the work was completed for installation. However, the customer is welcome to take the SSL certificate to use on another hosting platform. We are currently working with our IT team to have the file forwarded.
Due to the frustration with the DNS propagation, we have refunded the full price of the inbound domain name transfer ($19.75). Per ICANN policy, a domain name registration cannot be transferred from one registrar to another for 60 days from the date of registration. The customer will be able to transfer out the registration beginning on 11/30/14. Information on achieving this can be found at : http://support.volusion.com/article/transferring-domains-myvolusioncom
Again, we apologize for any frustration caused by the transfer process. We wish this customer the very best in all his future business endeavors.
Complaint: [redacted]
You continue to say that the usage was 'legitimate' but have YOU looked at the stats? The IP address that was flooding our site for this two month period (66.85.148.170) had over 3.8 million page views in just one billing cycle. To put that in perspective for you, that is 128,726 pageviews per day, 5,363 pageviews per hour, and 89.4 pageviews per minute FOR THE ENTIRE MONTH. There is no way that this is 'legitimate' traffic. If you can't grasp the impossibility of these statistics, please escalate this to someone who can.
Regards,
[redacted]
After conferring with Rackspace support, we learned that the customer's emails are being flagged as spam. It is against the Rackspace Acceptable Use Policy to send emails that have been marked as spam. The [email protected] mailbox was marked as spam and has been disabled multiple times....
Every time this occurs, we send the administrator of this mailbox a message explaining the situation, along with steps to take to prevent the spam from continuing. The list of our suggestions has included: -Run an anti-virus and malware scan on any computer used to access the inbox -Change the password to the my.volusion.com account-Change the password to her email inbox -Add an SPF record to the site’s DNS settings to prevent spoofing In summary, the customer's emails have been marked as spam, and we are adhering to Rackspace’s Acceptable Use Policy when we disable the inbox for spamming. The administrator of the website has been advised that she does not have to use Rackspace’s email hosting for her emailing purposes, but she has not (as of today) switched to a different provider.
Once a merchant captures a charge on an order, it will take 3-4 business days for the funds to be moved. As the merchant captured three orders from 01/29/15 to 01/30/2015, and it took 3-4 business days for the charges to process, the transactions were processed and deposited in early...
February. The $35.95 that was assessed in the beginning of March was for the three transactions that were processed in the month of February, as the fees are charged in arrears. A statement reflecting these charges was mailed to the merchant on 02/27/2015.As credit card transactions were processed, we are unable to offer compensation.
We sincerely apologize for any frustration caused. In reviewing this customer's account we were able to see they reached out on July 26th 2017 via email requesting to cancel. The same day a reply was sent from an account manager with full cancellation instructions. All that is required in order to...
cancel is for the customer to submit the online cancellation form at [redacted]. Once that comes in we'd be happy to process the cancellation and provide a full refund. Another reply will be sent today with cancellation instructions and only need for the customer to let us know when it has been submitted. With regard to support assistance we do have records of the help that was provided on several occasions (7/12, 7/17, 7/25,). We apologize for any frustration caused during these interactions but do show that solutions were reached at the time of the each email and call. Again, we're very sorry for the negative experience and only ask for the customer to complete the required cancellation process in order to obtain a full refund.
The call this Merchant had with Volusion in October was listened to before [redacted] reached out to the Merchant via ticket. We are sorry if this was not made clear in her replies. It was confirmed that this Merchant was frustrated on the call because she stated her Sales Representative told her it would take only two days to process and fund sales. [redacted] explained that we would not be able to speed up our processing time to be less than 3 business days and explained how an eCommerce Merchant Account works and that a gateway and processer were required to process credit cards online. [redacted] stated she had be sending an email with information and explained that as long as the Merchant cancels within the 45 day grace period, the $99 early termination fee wouldn’t be assessed. [redacted] also confirmed that no fees had been assessed for the service. Since this Merchant didn’t submit a cancellation per the contract she signed, the account remained open and the minimums were charged to cover costs for resources used. Attached is page 2 from this Merchant’s contract where she electronically signed agreeing to our terms, which can be found at any time by visiting [redacted] The paragraph titled TERM AND TERMINATION states merchants are required to submit written request to cancel the binding contract. Debit from the approved bank account on file is the only form of payment currently accepted to debit fees for this service. This is to allow complete transparency with regard to what is billed each month. In addition, a paper statement is mailed to the Merchant explaining what is being charged. Since this Merchant did not submit cancellation or contact us to inquire about the charge on her bank statement or the fees that appeared on her paper statement, we are unable to offer any type of refund. As a one-time courtesy, the $ 99 early termination fee has been waived.
Complaint: [redacted]
I am rejecting this response because:This is totally unacceptable.You support team didn’t answer my question more than 14days, even you have 24x7x365 service. This is not third party software issue, it is Volusionissue.It is impossible that all third party software have issues.[redacted], [redacted], [redacted], [redacted]. [redacted] works wellwith all software I used only except Volusion. Clicky tracks nothing. [redacted] works with all other affiliate trackingconfirmed by user, but only except Volusion. Regarding merchant services, you are responsible forprotecting your customer with all possible methods. From business giant, suchas [redacted], [redacted], to small community bank, they all notify customers priorchargeback, withdrew money, purchasing etc, rather than send notice afterchargeback happened. If I don’t close account and wait for you send duplicatecopy, I will lose more money. Don’t talk about terms, contract, if you can’t providepromised service, you should refund money. If you don’t compensate me, this means you are not going toimprove your product, more other consumers would be damaged. You are notresponsible for all stakeholders.
Regards,
[redacted]
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.
Regards,
[redacted]
We apologize for any frustration caused by the delay in response to the customer's ticket. We strive to reply to all tickets in a timely manner, and we apologize that this ticket was not handled expediently.We have investigated the situation regarding downtime on usa.arcitor.com and can confirm that...
the issue was resolved on 1/30/15. If the customer decides to cancel his service due to these issues, we are able to offer a credit of the last two month’s hosting fees. We deeply regret the frustration this has caused.
We apologize for failing to mention that the $99.00 fee was waived. The fee was waived after the original Revdex.com response was sent, but we can verify that the fee was waived.
Complaint: [redacted]
I am rejecting this response because: This company Volusion.com , is trying to get me agree with their "terms of agreement" to close my account - if I do so,it would ENFORCE their fraudulent term agreement rule,that they cannot refund my full payment(114.00. I do NOT agree to their terms - and they now refuse to close my account because of my refusal to honor this agreement.[ If I cancel my account by agreeing to their Terms of Agreement - I would forfeiting my right to a refund as stipulated in those terms. This is fraudulent bad business. ]7-28-2017
Regards,
[redacted]
The merchant called in to our Merchant Care Department on 08/27/2013, and at that time the merchant was advised that she would be receiving an email to which she would need to reply in order to confirm her request to cancel. It was not stated during the call that the merchant was required to...
have the service for an additional year. There is a three year term for the service, and while it may be canceled at any time, a $99 early termination fee is applied for cancellation within the first three years. These cancellation requirements are outlined in the service contract, which the merchant signed upon initiation of the service.
The Merchant Account application is a contract between the merchant, Volusion, and the payment processor, Global Payments. This is clearly stated on the application. The application requires merchants to initial and sign several pages, acknowledging the information listed within the application and their agreement to the fees and Terms & Conditions contained therein. By signing the binding contract, the merchant acknowledged and agreed to all of the information within the application. Once the application was electronically signed, a copy of it was emailed to the merchant. As the merchant elected to sign the contract, we are unable to offer any type of compensation for services rendered.
Complaint: [redacted]
I am rejecting this response because: I do not believe that [redacted] and I had a conversation where she told me about being able to cancel my contract. We did have a discussion about processing times but she did not Tell me that I had an active contract and that she was sending me an email to cancel it. I do not believe they are being honest and they refused to listen to the telephone conversation. If they wanted to prove that I was wrong then [redacted] and I need to listen to the telephone conversation together. Also I never would have agreed to a contract if [redacted] had told me four days for processing originally. Luckily I caught it when I was signing the secondary contract necessary for processing transactions. Volusionbneeds to stand behind theit customers and acknowledge that I was lied to repeatedly in order to sign a contract under fraudulent circumstances. As a business owner, I would be profusely apologizing to my customers if I had an employee who lied to my customers. I would do everything I could to make my customer happy and make things right. All I'm asking for is a $201 refund or to be used towards future service charges from my monthly service. This is very unethical.
Regards,
[redacted]
In reviewing this account, we can verify that an Account Manager reached out to the customer on October 16th and again on October 20th. The Account Manager left voicemails for the customer on both occasions, as the customer was not available to take the calls. The customer requested...
cancellation on October 28th, and Volusion replied with cancellation instructions on October 31st. Volusion’s terms and conditions state that cancellations must be submitted online, via the customer's secure online account portal.We apologize for any frustration or confusion caused by this issue. As a courtesy, we are able to refund $99.00 to the customer. We are reaching out to the customer via email to obtain the necessary information in order for the refund to be issued.
Unfortunately, we are unable to speed up the time it takes for all parties involved to communicate with the payment processor in order to move funds. Additionally, we are unable to offer compensation for the monthly fee which covers the resources used to keep the account open in order to process transactions.
Complaint: [redacted]
I am rejecting this response because:
This response made no effort/attempt to resolve this matter. Thus we are rejecting this response because it does not solve our initial problem.
Volusion stated that the offending email was a non-specific/pre-fabricated/template/non-genuine(/etc) response. This simply makes matters even worse. This sort of insincere treatment of a customer's case is simply inappropriate.
I do not accept the response made by Volusion, because this response is not an attempt to resolve this complaint.
Our demands remain the same.
Regards,
[redacted]
In reviewing the account, the last communication we had with the merchant prior to June 2015 was in March of 2013, when the merchant purchased an SSL certificate and replied to a ticket. Upon purchasing hosting services, the merchant agreed to Volusion's Terms and Conditions, which can be found at http://www.volusion.com/legal . Under the Fees & Payment section, merchants are advised of the following: “To cancel your account, you must follow the procedure in Section 18. To ensure that you are not billed for another month of service, you must cancel your account before your billing cycle due date.” If the merchant scrolls down to section 18, the following is stated: “You may terminate your right to access and use the Service - only by logging in to customercare.volusion.com and following the instructions available. Forsecurity reasons, Volusion requires that you authenticate any cancellation, including paying the stated termination fee where applicable (i.e. Merchant Services, etc.). Failure to do so will result in the cancellation request not being processed and you will be liable for all recurring fees until such authentication is complete.”As the merchant agreed to the Terms and Conditions for both the hosting and payment processing services, and the merchant did not submit the hosting cancellationvia the required URL or submit the required written request to cancel the payment processing services, the services were made available and the fees for resources used were assessed. For these reasons, we are unable to offer any type of compensation.
We are sorry that this merchant experienced frustrations with Volusion's service.Regarding the hosting account fees: Hosting fees are assessed monthly in order to give the merchant access to the Volusion shopping cart software and to ensure that the customer’s site has a spot on Volusion’s servers....
The fees are not contingent upon whether the merchant actually builds a site or brings a site "live". In reviewing this merchant’s account, we can confirm that all of his inquiries via ticket/email were answered in a timely manner. As access to the shopping cart software was provided, and the account was held on Volusion’s servers, we are unable to offer any compensation for the monthly hosting fees.Regarding the Merchant Account: A Merchant Account gives the merchant the ability to process credit cards. It is the merchant’s responsibility to review orders and confirm their legitimacy before capturing funds and shipping product. This information is stated within the contract signed by the merchant, as well as in the email that was sent to the merchant when the account was approved. Included in the welcome email was a link to our Online Credit Card Fraud Prevention Guide. The chargebacks the merchant received from cardholders were all due to fraud. The Online Credit Card Fraud Prevention Guide lists circumstances to watch for in order to prevent processing fraudulent orders. These circumstances include: orders which don't have a billing address match, IP address match, CVV2 match, etc. The Guide advises against capturing charges or shipping products on orders containing any of these "red flags", as merchants are liable for chargebacks on those orders. While the chargeback amount is debited at the time of the dispute, merchants are given the opportunity to dispute all chargebacks received. Notices were mailed to the merchant on 12/17/14, 01/19/15, 01/28/15, 02/01/15, 02/02/15, 02/23/15, 03/04/15, 03/05/15, and 04/15/15. In order to dispute the chargebacks, the merchant would need to complete the form that was mailed and provide screen shots or printouts showing proof that there was a billing address match and signed proof of delivery to that address. In reviewing the account, we were unable to locate a dispute from the merchant. The Terms of the Merchant Account contract include the following information concerning chargebacks: “If a cardholder disputes any transaction, if a transaction is charged back for any reason by the card issuing institution, or if [redacted] or Member has any reason to believe an indebtedness previouslypurchased is questionable, not genuine, or is otherwise unacceptable, the amount of such indebtedness may be charged back and deducted from any paymentdue to… Merchant further acknowledges that it is solely responsible for providing [redacted] and Member with any available information to re-presenta chargeback and that, regardless of any information it provides or does not provide [redacted] and Member in connection with a chargeback, or any otherreason, Merchant shall be solely responsible for the liability related to such chargeback. Merchant understands that obtaining an authorization for any sale shall not constitute a guarantee of payment, and such sales slips can be returned or charged back to Merchant like any other item hereunder.” As the merchant signed a contract with Volusion and our processor, [redacted], acknowledging and agreeing to the fees listed and to the Terms and Conditions, which include information concerning chargebacks, we are unable to offer any type of compensation or waiver of the account balance.
We appreciate patience through the investigation of this issue. The following is the result of our investigation. The Merchant called in on 7/29/2016 to the Sales Department phone queue after completing the application online. The Merchant had already provided all the necessary information that the...
application requires. When she called in, the Sales Representative saw that she had already initiated the application process herself. When a Merchant does that, all that is needed is for them to electronically sign the contract that they are entering. The Sales Representative immediately told the Merchant the account was preapproved, and she would just need to finish the process by signing her contract, and follow up with the correct documentation. The Merchant agreed to do this, and did not ask any questions about the fees or the contract that she was signing. The Sales Representative stated that this the contract that she was signing, and explains how to electronically sign her contract. The Merchant signed each page on the phone and did not ask the Sales Representative any questions about what she was signing, even though the fees and term length are declared on page 2 of the contract. While on the phone, the Sales Representative was not asked to clarify anything about the contract, it was assumed that the Merchant was reading and agreed to the contract before signing and would bring any questions up. This merchant did not ask for clarification at all. The Sales Representative informed the Merchant after the contract was signed, that the account would be opened, and the Merchant would need to purchase an SSL certificate. An SSL certificate is a requirement of all Merchant Service Providers. The Merchant stated she cannot afford an SSL at that time, and the Sales Representative informed the Merchant of coupon codes and deals Volusion provided and sent the information via email so the Merchant can purchase it sooner. The Merchant stated that the Sales Representative could send the coupons and the Merchant would look for them. The very final topic discussed was when the Sales Representative asked the Merchant to provide the bank documents for the account. The Sales Representative states that the purpose of the account is for depositing the sales, but at no time does she ever say that the account will *only* be for deposits. The Merchant just stated that she would send her banking documents as soon as possible, and never asked for additional information. Again, the contract she completed on the phone and signed outlined why our company needed banking documents and that the account is used for deposits and debits. The Sales Representative was not deceptive in how she walked the Merchant through the process. The Merchant called after already having filled out the application and all she asked of the Sales Representative was how to finish her application, because she didn't know how to continue signing electronically. The Sales Representative answered the Merchant’s question as well as sent her the document to sign. It is the responsibility of any Merchant to read what they are agreeing to sign and ask any questions before signing their agreement to a binding contract. This Merchant asked no questions about any fees specifically, and she was not told that her checking account information would only be used for deposits. This Merchant signed the contract on the phone with the Sales Representative, and expressed no hesitation or confusion about what she was signing. The Sales Representative would not know to explain specifics about any terms of the account that are being agreed to unless the Merchant asks about them. Since this Merchant read the contract and signed it, she agreed to all the terms therein. No false information was provided by the Sales Representative.
We sincerely apologize for any frustration caused by our transfer process. In reviewing the chat logs and tickets on the account, it was noted that the customer did receive assistance with getting the DNS propagated, but we definitely understand the stress involved while waiting for it to complete....
Unfortunately, the system is not able to be manually adjusted to propagate faster, so we were unable to speed the process.
The customer has requested cancellation and was provided a refund of the first month’s hosting fee ($10). The original order included a discount of $125 off of the standard $135 price for the Premium plan. The SSL ($89), which was successfully installed, cannot be refunded, as it is not part of the first month’s hosting fee, and the work was completed for installation. However, the customer is welcome to take the SSL certificate to use on another hosting platform. We are currently working with our IT team to have the file forwarded.
Due to the frustration with the DNS propagation, we have refunded the full price of the inbound domain name transfer ($19.75). Per ICANN policy, a domain name registration cannot be transferred from one registrar to another for 60 days from the date of registration. The customer will be able to transfer out the registration beginning on 11/30/14. Information on achieving this can be found at : http://support.volusion.com/article/transferring-domains-myvolusioncom
Again, we apologize for any frustration caused by the transfer process. We wish this customer the very best in all his future business endeavors.
Complaint: [redacted]
You continue to say that the usage was 'legitimate' but have YOU looked at the stats? The IP address that was flooding our site for this two month period (66.85.148.170) had over 3.8 million page views in just one billing cycle. To put that in perspective for you, that is 128,726 pageviews per day, 5,363 pageviews per hour, and 89.4 pageviews per minute FOR THE ENTIRE MONTH. There is no way that this is 'legitimate' traffic. If you can't grasp the impossibility of these statistics, please escalate this to someone who can.
Regards,
[redacted]
After conferring with Rackspace support, we learned that the customer's emails are being flagged as spam. It is against the Rackspace Acceptable Use Policy to send emails that have been marked as spam. The [email protected] mailbox was marked as spam and has been disabled multiple times....
Every time this occurs, we send the administrator of this mailbox a message explaining the situation, along with steps to take to prevent the spam from continuing. The list of our suggestions has included: -Run an anti-virus and malware scan on any computer used to access the inbox -Change the password to the my.volusion.com account-Change the password to her email inbox -Add an SPF record to the site’s DNS settings to prevent spoofing In summary, the customer's emails have been marked as spam, and we are adhering to Rackspace’s Acceptable Use Policy when we disable the inbox for spamming. The administrator of the website has been advised that she does not have to use Rackspace’s email hosting for her emailing purposes, but she has not (as of today) switched to a different provider.
Once a merchant captures a charge on an order, it will take 3-4 business days for the funds to be moved. As the merchant captured three orders from 01/29/15 to 01/30/2015, and it took 3-4 business days for the charges to process, the transactions were processed and deposited in early...
February. The $35.95 that was assessed in the beginning of March was for the three transactions that were processed in the month of February, as the fees are charged in arrears. A statement reflecting these charges was mailed to the merchant on 02/27/2015.As credit card transactions were processed, we are unable to offer compensation.
We sincerely apologize for any frustration caused. In reviewing this customer's account we were able to see they reached out on July 26th 2017 via email requesting to cancel. The same day a reply was sent from an account manager with full cancellation instructions. All that is required in order to...
cancel is for the customer to submit the online cancellation form at [redacted]. Once that comes in we'd be happy to process the cancellation and provide a full refund. Another reply will be sent today with cancellation instructions and only need for the customer to let us know when it has been submitted. With regard to support assistance we do have records of the help that was provided on several occasions (7/12, 7/17, 7/25,). We apologize for any frustration caused during these interactions but do show that solutions were reached at the time of the each email and call. Again, we're very sorry for the negative experience and only ask for the customer to complete the required cancellation process in order to obtain a full refund.
The call this Merchant had with Volusion in October was listened to before [redacted] reached out to the Merchant via ticket. We are sorry if this was not made clear in her replies. It was confirmed that this Merchant was frustrated on the call because she stated her Sales Representative told her it would take only two days to process and fund sales. [redacted] explained that we would not be able to speed up our processing time to be less than 3 business days and explained how an eCommerce Merchant Account works and that a gateway and processer were required to process credit cards online. [redacted] stated she had be sending an email with information and explained that as long as the Merchant cancels within the 45 day grace period, the $99 early termination fee wouldn’t be assessed. [redacted] also confirmed that no fees had been assessed for the service. Since this Merchant didn’t submit a cancellation per the contract she signed, the account remained open and the minimums were charged to cover costs for resources used. Attached is page 2 from this Merchant’s contract where she electronically signed agreeing to our terms, which can be found at any time by visiting [redacted] The paragraph titled TERM AND TERMINATION states merchants are required to submit written request to cancel the binding contract. Debit from the approved bank account on file is the only form of payment currently accepted to debit fees for this service. This is to allow complete transparency with regard to what is billed each month. In addition, a paper statement is mailed to the Merchant explaining what is being charged. Since this Merchant did not submit cancellation or contact us to inquire about the charge on her bank statement or the fees that appeared on her paper statement, we are unable to offer any type of refund. As a one-time courtesy, the $ 99 early termination fee has been waived.
Complaint: [redacted]
I am rejecting this response because:This is totally unacceptable.You support team didn’t answer my question more than 14days, even you have 24x7x365 service. This is not third party software issue, it is Volusionissue.It is impossible that all third party software have issues.[redacted], [redacted], [redacted], [redacted]. [redacted] works wellwith all software I used only except Volusion. Clicky tracks nothing. [redacted] works with all other affiliate trackingconfirmed by user, but only except Volusion. Regarding merchant services, you are responsible forprotecting your customer with all possible methods. From business giant, suchas [redacted], [redacted], to small community bank, they all notify customers priorchargeback, withdrew money, purchasing etc, rather than send notice afterchargeback happened. If I don’t close account and wait for you send duplicatecopy, I will lose more money. Don’t talk about terms, contract, if you can’t providepromised service, you should refund money. If you don’t compensate me, this means you are not going toimprove your product, more other consumers would be damaged. You are notresponsible for all stakeholders.
Regards,
[redacted]
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.
Regards,
[redacted]