Z Media

First, this customer still has a great deal of time in her 60 days to make an attempt at the course and apply for the refund with the terms provided. We are still very happy to provide the double her money back if it does not work, however, as the terms that were provided before having the chance to even buy (both on the webinar and on the order form where she agreed to the terms), she does have to at least make the effort and try the course.

We want to reiterate that we are always happy to refund if the course does not work when the customer makes the effort to try it. But it does not appear she has made effort to use the course.

Additionally, since we don't see that she has ever reached out to ask for help, or ask questions, or to get clarification if she was confused in her free month of coaching, we can also provide her another free month of coaching, so that she can ask questions or get support where she seems to be confused.

We are sorry she feels she is having trouble with the course, but hope she will continue to use the very simple step by step instructions in addition to the coaching for support and questions to where she is having trouble, as she did not use any support previously and does not seem to have made the effort to apply the course, but instead wanted to quit as soon as she may have had a question.

Should she need a refund after having tried the course with her full 60 day refund promise, she only needs to send us the required terms for a double refund.

The Action Based Guarantee is very clearly explained on the webinar that *** attended and very clearly explained on the order form that *** filled out prior to placing her order (see the attached screenshots). In fact, *** had to tick a checkbox on the order form indicating that she understood and agreed to the Action-Based Refund policy (see the attached screenshot and you will see that "ACTION-BASED REFUND POLICY" is bold, underlined and capitalized.

*** indicated that she knew the requirements of the guarantee going into the purchase and yet, in looking at her consumption history of the course, she only watched 5 lessons in the first module. Then skipped over the 2nd module entirely. She watched one lesson in module 3 and two lessons in module 4 and then decided (in her own words) that she is "too old to understand social media advertising" and that she "gets confused easily" at her age.

Our marketing clearly explains that this course is for serious business owners who are willing to put in the work and do not give up or make excuses at the first roadblock or first sign of difficulty.

Furthermore, we offer 30 days of free access to a private coaching group on *** where the customer can ask questions and get personalized help if they struggle.

*** did not make a single post in that group nor did she ask any questions on our LIVE video group conference calls. Building a business is hard work and we communicate very clearly that people who are not willing to do the work required should not purchase our programs nor should they even attend our free webinars (see the disclaimer at the bottom of the registration form *** filled out prior to registering for the webinar - jointyson.com). One particular sentence in that disclaimer clearly states: "If you are the kind of person who starts a program and doesn't finish it or quits at the first sign of a challenge and then expects a refund because "something came up in your life" or because you "changed your mind" or decided to "go a different direction", not only do we recommend that you NOT purchase any of our courses, we recommend that you move on from this page entirely without entering your information so as not to waste your time."

Unfortunately, not everyone takes the time to do their due diligence before purchasing (even though the terms are very clearly laid out and available to them), and as a result they believe their only recourse (instead of taking personal responsibility) is to claim "scam" and "con man" even though the terms were readily available to them the entire time. This seems to be a classic case of buyers remorse where *** didn't even watch the videos or even attempt to apply the information before deciding she didn't want to put in the work required.

if she changes her mind, we will gladly extend her 60-day action based refund period and we will even give her an additional 30 days access to our coaching group on *** so she can get the help she needs to apply the information since she did not seek out any help or coaching on her previous attempt at the course.

As we previously explained, there is absolutely a refund available in the first 30 days with the agreed terms provided. We do agree that as stated, that you of course can receive a refund if the course does not produce the results you expected. But those 5 terms would need to be provided. It is certainly not a trap and is yours for life to use in the same manner you had originally purchased the course to do. And without any further financial commitments needed for the course, it can still provide success when you are ready.

Additionally, we are even happy to extend the 30 actionable refund promise through the end of June 15th, should the course not have worked after being applied, as we are still confident in its providing your business success, simply provide our team those 5 easy terms before June 15th and we can refund in full.

We do want be sure to note that the course has never been taken, and to remind this customer she does of course have access to her program and all the bonuses that were provided. The program is hers for life and can be accessed at anytime. If the logins have been forgotten, she of course can contact us and we would be happy to provide those to her again. We have however, verified the account is still accessible in full with the logins she created at the time of the order.

As an email communication company, we have not noted any emails sent about the cancellation of the *** or the cancellation form submitted, but of course are happy to cancel this membership any time, which of course still will not change access to the course that is hers for life.

the customer does have access to her product that she purchased and she always has. We would never (and have never) removed access to a product that a customer paid in full for.

The red warning bar she's referring to indicates that she had a failed payment for the *** coaching program of $97 per month. This was a monthly subscription and our support team explained that if she cancelled the ***, she would lose access to all of the benefits related to that monthly coaching program.

So when she sees a "red bar" stating "To lift (or avoid) the suspension on your product, please update your credit card information here." that is referring to the monthly subscription product and not the home study course which we have never removed or suspended access to. The customer can click on the link inside her product dashboard to gain access to her "100 Leads in 30 Days" home study course (and all of the bonuses related to that product) and she'll see that she still has (and always had) access to that product.

If the red warning bar about the failed payment for her *** subscription is a concern to her, we have removed that warning bar from her membership site. If she will log out and log back in, she will see that she does have full access to her products and the red warning bar has been removed.

We are sorry that you have not been able to complete the course with the delinquent payment on your payment plan. As we do only have a 30 days money back promise, we are sorry a refund was not available now well over 60 days from the purchase. But please remember that we are of course always happy to refund on the 30 day money back promise with the terms provided. We do apologize we were not able to refund outside/against that upfront 30 day refund promise.

It appears there is confusion or misrepresentation of the terms provided for the course, as our 30 day money back promise is available no matter if the customer has selected to pay for the course in full, or for the customer that paid with a payment plan. This customer however did not request the refund until AFTER the first 30 days. This would be the reason we could not refund.

The course is on a 30 day money back refund promise, should the course not provide the results a customer expects (there are not any stipulations to this). They only need to provide the refund request WITHIN the 30 days of the purchase. Additionally, to avoid any confusion or discussion on timing of the 30 days, we do not make the second charge even for courses purchased with a 3 payment plan option until the the 31st day.

In this customers case however, his request to get a refund and cancel his course was only sent AFTER we made the attempt for the second of the three installments he agreed to for the course. These installment dates were also verified by the customer before the purchase was made, and confirmed though the emailed invoice after the order was made. Though it was not until after the second payment was charged and failed, that the customer emailed with a message stating only "Please refund my purchase." This message was not only sent after the 30 day money back promise had expired, but also without any of the requirements of a refund request agreed to at the time of the purchase.

Additionally, our team did reply to remind the customer that they were requesting a refund outside of the 30 day money back promise, and we could not refund outside of this deadline, but there was not a response to the message.

Instead, the customer attempted to make a chargeback to his bank to try and get the refund though this avenue, and when support was submitted to his bank, the chargeback was dropped and the bank sided with the merchant (us), being that the customer was not in the 30 day refund request timeframe.

As he was unable to receive a refund from the company against the policy of the 30 days, requesting it outside the 30 days, and he was not able to get the refund from his bank who also agreed the customer had not met the agreed policy, it seems he is not attempting to request the refund from the Revdex.com falsely stating we do not refund unless the course is paid in full. This however is not the case, and it is as simple as the customer was not in the 30 day money back refund time frame.

Unfortunately, we have tried on many many many occasions to clarify this customers purchase, but we both cannot get in touch with her, and in the two times we were, she had created dialogue and expectations that have never transpired. However, all of our calls are recorded and emails tracked, so we fortunately have been able to support what has really transpired, and have attempted to clarify with her the information in regard to her account, but have been told that she does not accept our message, and does not read our emails.

The customers content was delivered, opened, and accessed, and her password updated. As she seemed confused to her purchase when she first called the home of the company owner without even attempting to contact customer service or the office, and left a message stating she was waiting for a personal coaching call to get her started and walk her through the course, we attempted to contact her to clarify, as we do not offer one on one coaching nor do we call customers about their self led course to walk them through it. And we do offer a coaching group through *** but this also was not an offer she had ordered. Though we were not able to get in contact with her via phone, we did send multiple emails to clarify her purchase and her access, but did not receive a reply.

Though she would not answer any of our contact attempts, when she attempted a chargeback stating she did not receive her courses, we tried again to contact her without success, and instead submitted the support to her bank showing her purchase and the concrete documentation of her accessing the course, and the case was dropped. After losing the charge back attempt, she filed another, and we reached out to her again, this time after multiple calls back to back, she finally answered, and in the recorded call, as the agent tries to explain to her she had logged into the course months back soon after she purchased, and had updated her password, she became angry yelling that she had not, and hung up on the agent (then it seems created this story where the agent stated they were going to manifest a login, and she pleading with them why .... this not only did not transpire, but the call is recorded and would gladly be shared). After she hung up on the agent, the agent tried again emailing her the same message and providing again the logins for her course. We then submitted the support to her card company again, and the case was dropped again.

Soon after the second case was dropped, she filed a 3rd chargeback again with the same claim. By this time we had gone above and beyond to try to help this customer in clarifying her course and how to access it but it was evident she was completely disconnected from being able to communicate effectively, so we chose not to submit anything to the credit card company the 3rd time and instead removed her access to the courses and closed the loop.

Months later she has reached out, was on a long call with the agent again not able to hear what the agent was trying to explain and demanding a refund on the course she had already filed the chargebacks on or wanting access to the material. The agent attempted to explain that we do not have the funds to refund because she filed a chargeback and could not provide access to a course she no longer owns. She does state that the bank gave back the funds (giving us a first name at *** and telling us to call their 1-800 number to figure it out), and we have offered that should she provide us with a letter from the bank stating they did return the finds from the 3rd chargeback attempt (which we do not have record of), we would gladly provide the content access.

Please see also the attached message sent to the customer, with all of the outlines dates and communications as well as screenshots, to what actually transpired.

We are always happy to refund if a customer does not find success with their course, once it has been applied, by only providing us the copies of the ads they created with the course, and their attending one coaching call. However, as this customer did also agree at the time of her purchase to apply the course, and meet the refund requirements should she not find the course successful, the requirements should not have felt “impossible” as she was aware of them prior to buying. The problem in her attempting to provide the requirements though, was that she did not attempt the course, only the requirements, which are simply the results of the courses lessons. Trying to only provide the end results of the course, without doing the process to get the results, would have been the reason she could not provide the requirements of a refund request.
As our course requires little to no knowledge or *** or marketing on ***, the course is lined out in detail with step by step modules, created in the form of videos, where each step is explained and done through the video for a visual. At the time of purchase as well, there is an itinerary provided to make sure customers know exactly how to navigate their course in the most effective way.In addition to the self led course as well, we offer a group coaching option free, so students are able to have a place where they can ask questions, get support, or guidance, and can receive any help on the course or its application in which they may be struggling. This also includes the opportunity to twice a month submit their work and their ads for direct and personal review on membership group calls, to identify why their ads may not performing, or to identify ways to make their ads better.
In the 90 minute webinar provided before having the opportunity to purchase, the course is presented, shown exactly how it is provided, and examples are provided of its application from real students who have used the course. At that time it is also explained that the course will have an Actionable Refund Promise. That if a customer is unhappy with the results from the courses application, in the first 30 days, we are glad to refund the purchase, only requiring 5 items showing the course was applied. And because we do not consider "success" measurable by one individual, we do not have any stipulations as to what a customer feels is successful results. Therefore, the only requirements requested are those that show the course was used and applied with the lessons. We ask for screenshots of the ads created with the course, screenshots from the data page showing they were posted with directed traffic, and for the customer to participate in at a least one coaching call with their work if they do not feel it is performing. Beyond providing these items showing the course was used, that the effort was made before stating it does not work, we do not make any "judgment" on their content or its success. Only the black and white concrete support showing the course was used.
In this customers case however, there seemed to be a decision of a refund request from the beginning of the purchase, and that decision drove her communications and attempts at the refund request, but without using the course to either see if it would be successful, or to have the results of the course to provide on the refund requirements. Questions about how to get a refund, and a focus on completing those requirements only, rather than using the course to gain those requirements, began within only a couple days after purchase.
The customer also states here that she could not complete the requirements because it was “ impossible to meet their requirements” because she “not computer literate”, though there is not any need for having experience in what the course offers on how to market, since it walks customers through the application, though her reasoning for the refund to us began with stating it was because of a “recent diagnosis”.
After asking how to get a refund after only 4 days from the date of purchase, and starting her course at the refund policies rather than at her itinerary to start the course, the customer followed up with a refund request 4 days after the request on how to get the refund, stating at that time it was due to illness. This was 8 days from the date of purchase.
When the customer service team replied that the course would have to be applied and the terms met, this customer tried instead to contact the company owner personally, calling his home and emailing his personal email, stating there as well that she was “going through the motions to get the 30 days money back guarantee” and stating that her “mind couldn’t comprehend it” and that she “just couldn’t concentrate”.
The customer service team reached out again in response to her attempts to contact the company owner, explaining that we would have to have the course applied and the terms met, and reminding her as well of the Inner Circle coaching she could use for help where she might be struggling.
After not hearing back from the customer in response to the customer service team trying to contact her in response to her messages, they did cancel the recurring membership to avoid future charges, and closed the communications. The customer then did submit the refund request form to provide the requirements on August 1st, but in the submission, did not provide the requirements. Those items included were a couple posts she had made that would not have been at all related to the courses lessons or formulas on creating an ad, and rather were two one sentence social media posts, and this was all. The team did reach out once more highlighting what was missing. And the at that time the customer did not provide those requirements needed and the team closed the communications once more.
This customers also still has full access to her course and all its content to use at any time to market her business.

We apologize for issues that seemed to have caused this response to not be submitting. We are unsure why the response did not upload before, or why the message in reply to the courtesy call also did not arrive, we do hope this has worked now. I did get a confirmation the response was submitted from the site, and I am submitting this message through both our customer service platform and my personal email to try to be sure it arrives.

Thank you so much for your help!

Please see complaint response below, as well as documentation.

We are always happy to refund if a customer does not find success with their course, once it has been applied, by only providing us the copies of the ads they created with the course, and their attending one coaching call. However, as this customer did also agree at the time of her purchase to apply the course, and meet the refund requirements should she not find the course successful, the requirements should not have felt “impossible” as she was aware of them prior to buying. The problem in her attempting to provide the requirements though, was that she did not attempt the course, only the requirements, which are simply the results of the courses lessons. Trying to only provide the end results of the course, without doing the process to get the results, would have been the reason she could not provide the requirements of a refund request.
As our course requires little to no knowledge or Facebook or marketing on Facebook, the course is lined out in detail with step by step modules, created in the form of videos, where each step is explained and done through the video for a visual. At the time of purchase as well, there is an itinerary provided to make sure customers know exactly how to navigate their course in the most effective way.In addition to the self led course as well, we offer a group coaching option free, so students are able to have a place where they can ask questions, get support, or guidance, and can receive any help on the course or its application in which they may be struggling. This also includes the opportunity to twice a month submit their work and their ads for direct and personal review on membership group calls, to identify why their ads may not performing, or to identify ways to make their ads better.
In the 90 minute webinar provided before having the opportunity to purchase, the course is presented, shown exactly how it is provided, and examples are provided of its application from real students who have used the course. At that time it is also explained that the course will have an Actionable Refund Promise. That if a customer is unhappy with the results from the courses application, in the first 30 days, we are glad to refund the purchase, only requiring 5 items showing the course was applied. And because we do not consider "success" measurable by one individual, we do not have any stipulations as to what a customer feels is successful results. Therefore, the only requirements requested are those that show the course was used and applied with the lessons. We ask for screenshots of the ads created with the course, screenshots from the data page showing they were posted with directed traffic, and for the customer to participate in at a least one coaching call with their work if they do not feel it is performing. Beyond providing these items showing the course was used, that the effort was made before stating it does not work, we do not make any "judgment" on their content or its success. Only the black and white concrete support showing the course was used.
In this customers case however, there seemed to be a decision of a refund request from the beginning of the purchase, and that decision drove her communications and attempts at the refund request, but without using the course to either see if it would be successful, or to have the results of the course to provide on the refund requirements. Questions about how to get a refund, and a focus on completing those requirements only, rather than using the course to gain those requirements, began within only a couple days after purchase.
The customer also states here that she could not complete the requirements because it was “ impossible to meet their requirements” because she “not computer literate”, though there is not any need for having experience in what the course offers on how to market, since it walks customers through the application, though her reasoning for the refund to us began with stating it was because of a “recent diagnosis”.
After asking how to get a refund after only 4 days from the date of purchase, and starting her course at the refund policies rather than at her itinerary to start the course, the customer followed up with a refund request 4 days after the request on how to get the refund, stating at that time it was due to illness. This was 8 days from the date of purchase.
When the customer service team replied that the course would have to be applied and the terms met, this customer tried instead to contact the company owner personally, calling his home and emailing his personal email, stating there as well that she was “going through the motions to get the 30 days money back guarantee” and stating that her “mind couldn’t comprehend it” and that she “just couldn’t concentrate”.
The customer service team reached out again in response to her attempts to contact the company owner, explaining that we would have to have the course applied and the terms met, and reminding her as well of the Inner Circle coaching she could use for help where she might be struggling.
After not hearing back from the customer in response to the customer service team trying to contact her in response to her messages, they did cancel the recurring membership to avoid future charges, and closed the communications. The customer then did submit the refund request form to provide the requirements on August 1st, but in the submission, did not provide the requirements. Those items included were a couple posts she had made that would not have been at all related to the courses lessons or formulas on creating an ad, and rather were two one sentence social media posts, and this was all. The team did reach out once more highlighting what was missing. And the at that time the customer did not provide those requirements needed and the team closed the communications once more.
This customers also still has full access to her course and all its content to use at any time to market her business.

We are sorry to hear that you feel the requirements are not possible to meet, though, as they are only the products that would be created when going through the course work, it should be easy to simply provide the screenshots of what you created. And though not often, in the case we have had customers needing a refund, after using the course, they have been able to provide those requirements without trouble and the refund provided quickly and easily. Additionally, because we are always happy to refund when the agreed terms are provided, while you are outside of the 30 day promise on your course, we would be happy to provide you an additional 30 days to provide these agreed requirements with the content in which you do own and have a life time access to. And because it sounds like you are struggling with the course work, we can also provide an additional free 30 days in the Inner Circle coaching group with our many other members, for you to ask questions and get support where you are facing confusion. We, as well as the other students successfully using the course, would be happy to help you navigate your course for your business. Should you like to take advantage of this extension, please let us know via email, and the team can help make sure you are reinstated to the coaching group and you can of course also login to your course and use the itinerary you were provided with the detailed steps of application, to continue through the course right away. Please let us know if you have further questions. ***Director of Customer Support