Peter (RL)
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Peter (RL)
Posted 10 Years Ago
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Group: Administrators
Last Active: 4 hours ago
Posts: 22.6K,
Visits: 35.6K
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gmccurdy (6/10/2014) Peter, I see nothing in my PayPal saying chargeback issued. Zero there. I do not see anything related to that order I supposedly made ending in 8 either, just the one in 9.
Can you tell whomever it was that took the liberty to refund my payment via PayPal and just keep it and have them reactivate my serial number?
I hate to wait for them to finally get around to issuing a credit which seems slow or non-existant so far.
I'd like to be able to use the software on a job, but someone really screwed up in the office there somewhere. Other wise I might have to wait a month for someone there or PayPal to find out what they did or didn't do.
Also, I would have expected to see on the VISA statement "**PAYPAL REALLUSION" but all I got was REALLLUSION $89.95 "twice." Only one email activation (the xxx9 one) too and one serial.
Thanks.Hi.. As I understand it you are still in contact with our Customer Support team regarding this issue. It appears that on the 10th May two orders were placed from your account for FaceFilter 3. These took place 11 minutes apart. This possibly could have occurred because you refreshed the payment page, clicked the payment button again or there was a technical issue. Of the two orders placed, we refunded one (at your request) and the other one received a chargeback by yourself. We have sent you a copy of the chargeback report from PayPal so you can confirm the details are correct. So sadly this means that both orders have now been cancelled and you will need to order again if you wish to purchase FaceFilter 3 again. I hope this helps explain the situation.
Peter Forum Administrator www.reallusion.com
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gmccurdy
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gmccurdy
Posted 10 Years Ago
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Group: Forum Members
Last Active: 10 Years Ago
Posts: 12,
Visits: 27
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Peter, please read the previous post I made. I'm really getting tired of Reallusion now.
I've been in contact with PayPal over the phone if you read the other mod's advice. They said they resubmitted the order due to a possible Wi-Fi disconnect at Reallusion and reconnect issue at the seller's end. A hiccup results in a re-send from PayPal.
Regardless of how it occurred, whomever took the order should have noticed it since it was manually processed at their end. That didn't happen.
VISA got the double-billing corrected fast as they see it often. It even appears as a bullet check-point on their dispute page. However, someone at Reallusion DID NOT READ my email saying to cancel just "ONE" of the billings. They took it upon themselves to cancel BOTH! So here we are.
Now I hear from PayPal that since this is a "chargeback," it takes more time for VISA to fix, maybe August 15th per their Customer Service rep. Great!
Now I find that Reallusion cancelled out my FaceFilter2 on the site as well and it no longer shows there so I cannot do an upgrade. Plus, the cost of trying to purchase it all again went up to $99 from $89. Well, that's just swell! NOT!!! I've asked for a future discount code to repurchase, but have yet to hear on that either since their operating hours seem to be midnight to morning here on West coast USA.
So who's to blame? Me for telling them to cancel just "ONE," but they did "BOTH"? Why did they not see the double-order and manually enter them twice, according to VISA?
I want to use the software as it is useful (If it doesn't crash out, but that's another matter.), but good grief man, someone in the office needs to get their act together and "READ" stuff and "THINK" too! I feel sort of bad for recommending it on a retoucher's board, but hopefully Reallusion will get their act together.
Meanwhile, I'll wait until I hear from VISA as to the credit. Hopefully, the crackerjack staff at Reallusion thinks - okay, maybe reads too - on subsequent orders if they have spotty Wi-Fi there resulting in double orders/billings. Still, they should have caught the double-order within that time window and addressed it from PayPal.
So now that it will cost me more if I re-order it. I guess that's my fault too?
As I said, I'm really tired of this bad customer service and it is "Case closed" for me.
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Peter (RL)
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Peter (RL)
Posted 10 Years Ago
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Group: Administrators
Last Active: 4 hours ago
Posts: 22.6K,
Visits: 35.6K
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gmccurdy (6/11/2014) So who's to blame? Me for telling them to cancel just "ONE," but they did "BOTH"? Why did they not see the double-order and manually enter them twice, according to VISA?I certainly can understand your frustration but I think there is a little confusion over the refund issue. We only refunded one as requested. The other was a chargeback. A chargeback is initiated by the customer or the bank. This was out of our hands unfortunately.
So now that it will cost me more if I re-order it. I guess that's my fault too? I believe our Customer Support team have now been in contact to offer you a discount for the re-purchase. I do hope you find this acceptable. However do let us know if you have any other concerns.
Peter Forum Administrator www.reallusion.com
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