Wix.com, Inc.

Hello, 
 
The customer has two subscriptions that recently had charge-backs issued on the most recent payments. Upon receiving notification of fraudulent charges, the card was block from being used at Wix. This was done in order to...

avoid further fraudulent transactions. 
The customer is welcome to use a different card to purchase his subscription as his account has not been blocked and he is able to make purchases. 
 
Best regards, 
[redacted] | Wix Team

Initial Business Response /* (1000, 7, 2014/04/08) */
Hello [redacted],
We have reviewed your request, and wanted to advise we have issued a courtesy refund in the amount of $55.20
When you select a premium plan - you have the option of choosing a monthly or yearly agreement. If...

you select a yearly agreement - the full year is paid up front, and you receive a discount and vouchers (you redeemed the domain voucher to receive the first year for free - $14.95 value). Since you are requesting to break your contract early - we have adjusted your payment to the monthly rate.
The Combo monthly plan is $10.95 per month.
$10.95 for four months would be $43.80
We subtracted that amount from the yearly rate of $99.00, and have issued the refund for $55.20
Please allow 10 business days for the bank to reflect the funds back into your account.
We hope you find this information useful. If there is anything else we can do for you, or should you have any further questions or concerns, please don't hesitate to contact us.
We thank you for your time and patience while investigating this matter.
[redacted]
Initial Consumer Rebuttal /* (2000, 9, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello, 
 
We have reached out to the customers account email [redacted]) and we attemted to call the customer at both provided numbers on 6/6/17 and again on 7/5/17. We were unable to make contact with the customer.
Our records show that the customer was refunded for Invoice[redacted]and Invoice[redacted] 
Please note that since the customer was refunded within 24 hours of the payments, the transactions were canceled before the funds settled. Since this is the case, instead of receiving a refund, the charges should have simply dropped away from the customers account.
If this is not the case, we ask the the customer contact [redacted] with picture/scan of the card/bank statement that displays the relevant charge. 
Best regards, 
[redacted] | Wix Team

Hello, 
 
Thank you for clarifying and I apologize for the confusion. 
We were able to locate your account and migrate your site to the New Wix Editor. 
Previously, you were unable to migrate your site due to the fact that you were still using the old eCommerce platform. Therefore, in order to migrate your site, you had to migrate your store first.
[redacted]
Please note, prior to migrating your site we made a copy in your account of your old site using the old store. This copy was saved in your account as " [redacted]."
Please let us know if we can further assist you. 
Best regards, 
[redacted] | Wix Team

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: [redacted], [redacted] Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: [redacted].com
Hi [redacted],
You currently haven an open ticket with our billing team about this issue. The last reply we received from you was...

on October 4th, containing copies of your transaction history. We thank you for being able to provide that information.
On October 6th, you received another message from our team in that same thread to notify you we did in fact find an error with the refund at the payment processor level. This error is what caused us to incorrectly see that the transaction was voided.
Today, October 7th, you have received another message on this thread to notify you that we have corrected the error. A refund for your transaction is being processed and the funds are being returned to your account. Your statement will reflect this refund within 20 business days.
If you have any questions, please feel free to continue correspondence in the existing thread. For any other immediate [redacted] needs, you may contact us at [redacted].com or [redacted] Our online [redacted] is available 24/7 and our phone [redacted] is available from 6am to 5pm PST, Monday through Friday.
Thank you,
[redacted]
[redacted].com Quality Assurance [redacted] Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the refund I requested.

Hello, 
The customer had a premium plan with Wix for which he issued a chargeback (payment reversal).
Upon receiving the chargeback, the customers plan was cancelled.  The plan will not be reinstated as a chargeback is considered a breach of payment.  This is in accordance with Wix...

Terms of Use section 5.5.
In order to have his website reinstated, the customer purchased a second premium plan which is unrelated to the plan he issued a chargeback on. This was a new purchase, of a new premium plan, which was necessary to reinstate the site. 
This information is publicly available at the support article which I have added below. 
[redacted]
Best regards, 
[redacted] | Wix.com

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: [redacted] Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: [redacted].com
Hi [redacted],
You currently haven an open ticket with our billing team about this issue. The last reply we received from you was on...

October 4th, containing copies of your transaction history. We thank you for being able to provide that information.
On October 6th, you received another message from our team in that same thread to notify you we did in fact find an error with the refund at the payment processor level. This error is what caused us to incorrectly see that the transaction was voided.
Today, October 7th, you have received another message on this thread to notify you that we have corrected the error. A refund for your transaction is being processed and the funds are being returned to your account. Your statement will reflect this refund within 20 business days.
If you have any questions, please feel free to continue correspondence in the existing thread. For any other immediate [redacted] needs, you may contact us at [redacted].com or [redacted] Our online [redacted] is available 24/7 and our phone [redacted] is available from 6am to 5pm PST, Monday through Friday.
Thank you,
[redacted].com Quality Assurance [redacted] Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the refund I requested.

Initial Business Response /* (1000, 10, 2014/10/15) */
Hello Revdex.com,
We have reviewed this issue, and it is stemming from a copyright infringement claim against the customer. The customer is using images from a film he appeared in on his personal website, and the copyright infringement...

claim came from the producer of the film who claims to have all rights to the film at question, and that the customer has not obtained the producer's approval to use these images. Our legal department took down the customer's site in compliance with the Digital Millennium Copyright Act (DMCA). A copy of the complaint was sent to the customer, which included the name of the producer would made the copyright infringement claim. That being said, this is not an issue of identity theft.
If the customer would like to make an appeal to this claim, he can do so by following the instructions for "Copyright infringement Counter-notification" found on the Abuse section of the Wix website, or by going directly to the following URL: http://www.wix.com/upgrade/abuse#!copyright-infringiment/cnaa. Once received, our legal department will review his appeal.
I have included a copy of the email that was sent to the user regarding the copyright infringement claim below, as well as the customer's response. Please let me know if there is anything else we can do to assist with this issue.
Sincerely,
[redacted]
Wix Support Quality Assurance
Email Sent to Customer:
Hi,
We have received the attached copyright complaint regarding your site .
Due to the fact that its the 3rd copyright complaint regarding your site - all the images were removed .
Elad -WIx Support
Identify the copyrighted work that you claim has been infringed:
Pictures used in the users gallery are being displayed without permission from us.
Identify the content on our site that you claim infringes your copyright:
The first 4 pics in the gallery.
Where does the infringing content appear on our website?
http://tony-[redacted].wix.com/tony#!film-shoots
How does the content infringe your rights?
All images of the film we produced belong to us and are our copyright. Mr. [redacted] has no permission nor authority to display our material in any forum whatsoever.
Electronic Signature: [redacted]
Hello
I am coming back to you since I received no answer to my yesterday email and phone call.
I need as soon as possible all my personal text information that I uploaded to the website; I do not need the pictures since I have them; my text information is necessary to upload it to a new site on a different server for which I bought a domain and where there is not situation like this when someone else steals my identity.
I also spoke with Toronto police today and I need to file a complaint for identity theft. They told me to obtain from you the contact information of the person who speak with you and pretended it was me; more specific, the one that claimed that it was him in my photos.
Otherwise I will have to file the criminal complaint against you.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
There is no copyright issue here. The few photo films samples posted to my wix resume-site that we are talking about now, are actually offered by the film producer to his website free of charge, as free samples, for anyone.
Mr. [redacted] indicated me in the past that I can download those free samples from his site including a short promo-video, for my resume, or just for my personal photo collection, free of charge, which I did, since I am one of the actors who performed in that film.
Is wix sure that the "complaint email" he received is indeed from Mr. [redacted]? Or from someone else?
The film samples posted to my site where I PERMORM, not someone else, are NOT FOR SALE, but as a part of my film portfolio, provided to me by the film producer himself. So again, there is NO COPYRIGHT ISUEE HERE since those photos are not for commercial purpose.
So, since my complaint is still not resolved, I still need wix to email me back all the information that I uploaded to my resume-site, ALL including pictures.
[redacted]
Actor, director and film producer.
Final Business Response /* (4000, 14, 2014/11/11) */
Hello Revdex.com,
First, I would like to say that we understand the customer's position, however this is a copyright infringement issue and we are required to follow our terms of use and also remain in compliance with the Digital Millennium Copyright Act (DMCA).
Mr. [redacted] (party making the copyright infringement claim) has contacted the Wix legal department 2 separate times over the last 2 years and has provided, in writing, the necessary proof to make a copyright infringement claim.
Our legal department is more than willing to review the customer's objections to the claim and potentially restore the customer's site if they find in his favor. However, since this is a legal issue, this must go through our legal team. I have included our legal department contact information below, as well as a link to our copyright infringement page so that the customer can fill out a "Counter-Notification" which serves to contest Mr. [redacted]'s claim.
Options for contacting the Wix legal department:
1. The customer can contact the Wix legal department to discuss this issue by emailing [redacted]@wix.com
2. The customer can access the Wix Copyright Infringement page and follow the instructions for submitting a "Counter-Notification"
Link to Wix Copyright Infringement page: http://www.wix.com/upgrade/abuse#!copyright-infringiment/cnaa
We would love to assist the user in resolving this issue, but unfortunately this is a legal issue and must go through our legal team.
Sincerely,
[redacted]
Wix Support Quality Assurance
Final Consumer Response /* (4200, 16, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This solution does not resolve the problem, this is not a copyright issue, those few photos online we are talking about are not for sale, I am not selling them, they belong to my actor portfolio, as a part of my resume, they were saved in the past by me and attached to my resume from the free section of Mr. [redacted] site, as he indicated me after I performed.
Wix.com is just the host of my files; they must submit me back ALL DATA that I uploaded to their server.
I am not joking, this is a theft issue and I am seriously thinking of filing a police complaint for data mischief / theft against Wix.
Millions of people around the Globe of various professions attach to their online or non-online resumes SAMPLES OF THEIR WORK. Destroying this data or stealing is a crime.
Myself in the past when held other jobs, in economics, and other colleagues, attached to their online resume samples of reports they did at work, altering a little financial data for confidentiality.
A professional built resume must contain work samples.

Hello,  On February 28th, 2017 Wix services were affected by the Amazon Web Services outage. Please note, this affected Wix, Wix websites, as well as other major websites and cloud based services. This issue was resolved on February 28th,...

2017. [redacted] Best regards, -[redacted]

Complaint: [redacted]I am rejecting this response because: the business is trying to extort more money from me. I already paid $194, the business did not acknowledge the alleged fee they incur which presumably happens to be $194. If the discount is not a 100% discount, I do not plan on paying Wix anymore money. Sincerely,[redacted]

Hello, 
 
Thank you for reaching out. I can confirm that the customer purchased 3 services inside of the account 1 Yearly premium plan in the amount of $168.00 USD, a domain name ([redacted]) for which the customer paid $9.90 USD to add privacy, and a monthly premium plan in...

the amount of $11.95 USD. 
Both premium plans were cancelled within 24 hours of the initial purchase. This means that the customer would not see a refund in their account as the initial charge was voided and the customer was not charged for the premium plans. 
The domain was cancelled, however, domains do not fall under the 14 day policy and therefore, the customer was not refunded the charge of $9.90 USD which was used to purchase privacy for the domain that was purchased using a free voucher. The domain is still in the account and can be transferred away from Wix once 60 days have passed. I have added the instructions below, for your convenience. 
[redacted]
Please let us know if we can assist you further. 
Best regards, 
[redacted] | Wix Team

Hello, 
 
Thank you for reaching out. 
 
We are sorry you are having a hard time contacting us. Wix Phone support is available mon-thurs  6:00am to 5:00pm PST. However, these hours are subject to change depending on volume. 
 
When contacting Wix, you receive...

a link to our Mobile Help Center where you will find the most frequently asked questions. As you navigate through the help center, if you are not able to find the answer to your question, you will see a button to have one of our agents contact you directly. 
 
If you continue having issues getting in contact with us, I would be happy to follow up with you directly to assist you in this matter, please let me know when would be a good time for you keeping in mind our hours of operations ( 6:00am to 5:00pm). 
 
I await your reply, 
[redacted] | Wix Team

Hello,  The customers issue has been resolved and she was reached out to on 2.22.16. The customer has since made edits and publishes to her site. Please let us know if we can further assist you.  Best regards, [redacted] | Wix Team

Initial Business Response /* (1000, 20, 2014/11/25) */
9/19/14
Hello Mr. [redacted],
First, we would like to apologize for the fact that you have not been able to contact us, that you have had an issue with your site, and have been unable to access our support pages. We take support very...

seriously here at Wix, and want to ensure that you are able to contact us whenever you require assistance or have any questions.
That being said, we would like to contact you in order to discuss any issues you are having with your site, to make sure you are able to access our support pages, to provide you with our contact information so that you are able to contact our support team without issue going forward, and to discuss compensation for the trouble you have been having with your site and reaching our support team.
Our call center phone number is X-XXX-XXX-XXXX, and our hours of operation are 6am-5pm (PST), Monday-Friday. You are also welcome to email us at [redacted]@wix.com.
If you would please supply us with the best contact number and time to reach you during our business hours, we would love to contact you so that we can rectify this situation. We look forward to speaking to you soon.
Sincerely,
Wix Support Quality Assurance

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: [redacted], [redacted] Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: [redacted].com
Thank you for reaching out to us through the Revdex.com. At the time this Revdex.com case was received (11/3), we are still awaiting your...

response in the existing ticket through our [redacted] center.
Most recently, we responded on 11/2 with an in-depth explanation of how media storage works for [redacted] accounts, and what can be expected of accessing your media when working on sites in your account and as a contributor to sites in other accounts.
In order to investigate any further, it is necessary for us to speak directly so that we can find out more about the problem you are describing. We understand that you are having issue with accessing images that have been uploaded, however our systems show that no media was uploaded via your account. Our team is still working to reproduce or find the exact error you are experiencing, but have reached the point in our investigation that more information is required.
Please reply back to the existing [redacted] thread so that we may coordinate having an opportunity to speak and work together to resolve the issue. We are happy to discuss compensation for inconveniences as needed.

Hello, 
 
Thank you for notifying us about this matter. 
 
I do not see that the service was previously cancelled inside of your Wix account. Please note, although you no longer have access to the email, you are able to log in to the account using the email and your...

password. 
 
In order to simplify this process for you, I have cancelled the service on your behalf and issued you a refund in the amount of $10.95 (invoice [redacted]) for the most recent charge. Moving forward, you will no longer receive charges from the Wix account linked to your expired school email. 
 
Best regards, 
-Wix Team

Hello, 
 
We have cancelled the the premium plan and issued a full refund in the amount of $194.00 USD. We have also turned off auto renew for the domain buenvida.com which was set to renew on 3/29/18. If you would like to continue using the domain, please log into your Wix account...

and turn on auto renewal by following the instructions which I have liked below. 
[redacted]
Best regards, 
[redacted] | Wix Team

Hello, 
 
The customer applied for a review (via the link I have provided below),  and received a refund on 3/28/17. Please allow up to 20 days for the refund to be reflected in your...

account. 
[redacted]
Please note, the 14 day refund policy applies to initial Premium plan purchases and not to Premium Plan renewals. In order to receive a refund on the renewal, the customer needed to apply for a review. 
 
Best regards, 
[redacted] | Wix Team

Please submit my claim without any request for damages/time lost that my original request included.  My primary goal is reimbursement of funds that were improperly taken from my bank account.  That will be sufficient.

Final Consumer Response /* (2000, 6, 2016/02/11) */
Issue has been resolved