Not a good and professional support

Hi @aneridevelopers

Thank you for sharing your valuable feedback.

We are sorry to hear about the inconvenience you had with the automated renewal ??

To the best of my knowledge, about a month ago, one of our support representatives provided you with a step-by-step process to turn off the auto-renewal since we have no control over the auto-renewal.

With all due respect, if you had followed the steps, it would have prevented the subscription from renewing automatically. But we didn’t get any updates from you on whether you were able to successfully turn it off or not.

On the other hand, we have sent 3-4 email notifications before the renewal. Nevertheless, it appears that you haven’t been able to disable the process.

We deeply regret that we couldn’t give you a refund. As per our refund policy, users are not eligible for a refund for auto-renewal.

Regarding the paid version of our plugin, we sincerely apologize that our plugin couldn’t meet your expectations.

Could you share some insights as to how we can further enhance our plugin? We would greatly appreciate any improvements you might suggest.

We are eagerly looking forward to your kind response ??

Best regards,
Tarek Aziz
On behalf of the ShopLentor team

Hello @tarekht

As you have mentioned about a one ago your support representative provided me step-by-step process! May I know where they have sent me the process? On mail? Can you please share proof. Because I didn’t received any notification or anything before a month.

Thanks!

Hello @aneridevelopers,

I appreciate your kind response.

When you created a ticket on our support website, our support team described the steps shown in the following screenshot below (via support ticket):

https://prnt.sc/W3VoM-lm_DKY

Apart from that, you should have received at least 3-4 email notifications before auto-renewal.

If you have any confusion, feel free to ask.

Thank you very much!

Hello?@tarekht

You have mentioned that I have created a support ticket? When? Can you please share more details about my ticket. Just because I’m pretty sure, I have not created any ticket. Even I was not aware of the renewal and I didn’t know your brand name until the renewal is happen. I have purchased plugin from WooLentor website before a year. That’s all I remember.

Another thing is, again you have mentioned that I have created a ticket for renewal cancel before a month. Look at the screenshot of your portal. The last ticket created was on 7 months ago and it was for the Responsive issue I was fetching.

https://prnt.sc/Wa3xPcGMWVta

Next thing, you I just noticed after login into my account. You have debited amount from my card but it is still showing status Inactive and Expires on December 05, 2023? If if it got renewed then why the expiry date is not updated? Look at the screenshot:

https://prnt.sc/zPNXuffhmfmi

You have mentioned that you are sending 3-4 reminder mails before renewal. I didn’t received a single one. Even you are spamming us a lot by sending a lot mails.

The next thing is, here in India, it is mandatory to tokenised cards to made the recurring payment. That’s why the brands like Apple and Spotify does not have auto renewal working on their products as well and we have to renew things on our own manually. And I’m sure you even don’t have setup for tokenised payment in India. And still somehow you managed to debit fund from my card. That’s means somewhere you have stored my cards details and used it to process renewal on your own. That’s not I have expected. Just due to this incident, I have blocked my card and order a new one. What if you will use it somewhere else.

My last words is, refund my amount or show me valid proof that this renewal payment is auto and you have not stored my card details and yes don’t forget to send me valid details for the ticket you are talking about where you support representative have showed me step to cancel my subscription.

Thanks

Hi @aneridevelopers,

Thanks a lot for your response.

Of course, I will share more details about your ticket.

I think there was a misunderstanding regarding the time of ticket creation I mentioned earlier. My sincere apologies for the inconvenience.

Please note that when a user reaches out to us either by creating a ticket or filling in the contact form we have on our website, a ticket gets generated automatically.

I can see that you contacted us about a year ago, and your ticket ID is 3302

Here is what you asked: https://prnt.sc/D5ijACth6r8R

After receiving your question, one of our support representatives responded to you with the following:

https://prnt.sc/OqvHmY7Vl5lo

As we had been waiting to receive a response from you for a long time (3 months), the ticket got closed automatically by our support system after sending you a notification about it.

Please check the screenshot: https://ibb.co/DQW5Cy7

Apart from the responsive issue, you also created a ticket asking for the renewal policy.

Regarding the debited amount, I assure you that we have nothing to do with this but the payment processor we use.

As I mentioned earlier, we have no control over the auto-renewal process, which is why we shared the process with you so that you could turn it off.

Don’t worry about the license status and expiry date. It will be updated soon.

Yes, we are certain that at least 3 email reminders are sent to our users before renewal. I am sorry to hear that you didn’t receive any.

For your kind information, almost every payment processor out there has a secured system to store some information for the convenience of users.

It is supposed to save users from the additional hassle of re-entering those details all over again. For us the safety of your data is paramount; you can rest assured that no payment processor will use your information anywhere else.

With all due respect, I have provided you with all the valid details above (including the response where our support staff provided the steps to turn off auto-renewal) as proof you asked for.

Thank you very much!

Hello @tarekht,

Thank you for providing additional details.

I’ve carefully reviewed the screenshots you shared, and I must express my confusion and concern about the conflicting information regarding the ticket creation date.

In your previous message, you mentioned that I created a ticket about a month ago, and you provided a screenshot indicating the same. However, in your latest response, you refer to a ticket created a year ago, providing a different screenshot.

This inconsistency raises questions about the accuracy and transparency of the information provided. How is it possible that the same reply has two different timestamps, one indicating a month ago and the other a year ago?

Latest Screenshot: https://prnt.sc/OqvHmY7Vl5lo

Previous Screenshot: https://prnt.sc/W3VoM-lm_DKY

Furthermore, I want to emphasize that I am certain that I canceled the auto-renewal when I created a ticket a year ago. Additionally, in light of recent events, I kindly request the immediate removal of all my card and payment-related information from your system for security reasons.

Considering the challenges related to the auto-renewal process and the uncertainties surrounding this situation, I believe a refund would be a fair resolution. I kindly request that you initiate a refund for the unauthorized charge.

Thank you for your understanding, and I look forward to a swift resolution.

Best regards, Rutvik Kachhot

Hello @tarekht,

I have an additional concern regarding the screenshots you’ve provided. I’ve noticed variations in the content between the two images. This raises the question: can I reasonably infer that there may be inconsistencies in your initial statements, potentially suggesting an attempt to support your position rather than genuinely addressing the refund request?

I have not heard anything from you in last 2 days after my strong and valid concern. I can assume that you don’t have an answer for this? And everyone who purchase your premium plugin have to be worried about they payment details and your terms?

Hello @aneridevelopers,

Thanks for your response.

Regarding the ticket creation date, I already mentioned in my previous response that it was my bad that I shared the wrong screenshot with you, and I apologized for that.

Afterward, I shared the screenshot of your ticket which was created about a year ago. Hence there shouldn’t be any confusion.

If you had successfully canceled the auto-renewal process, your subscription would not have been renewed automatically.

With all due respect, I would like to reassure you that we don’t store any payment-related information, but our payment system does, and as I mentioned earlier, no payment system will use your information anywhere else.

Please be informed that we have no control over the auto-renewal process. That’s why according to our refund policy, we are unable to process the refund here.