Not enough warning about renewal fee

  • The plugin is working well for us but I’m feeling annoyed that it was not made more clear that we’d be charged every year unless we actively cancelled the subscription. And on top of that, when I went to the Give website they provided no way to contact them about billing issues, leaving me no choice but to try to get through by leaving a bad review. I also don’t believe I ever got an email from them reminding me that we were going to be charged a renewal fee, which to me is the proper thing to do. I’ve left the rating at three stars since the plug-in itself is working fine.

    I just want to add that per the notes below I did get help from the Give people and they did refund my renewal fee. Thank you.

    • This topic was modified 5 years, 10 months ago by bghooke.
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  • Plugin Author Matt Cromwell

    (@webdevmattcrom)

    Hi there,

    I first want to assure you that we do everything we can to avoid situations like what you experienced. Unfortunately, it seems that for you in particular we failed to communicate well. Let me address your major concners:

    1) You can always contact us about anything, including billing here: https://givewp.com/contact-us
    2) Customers have Priority Support where we respond always within 2-3 hours here: https://givewp.com/priority-support — we get questions there about billing regularly
    3) We send three different emails ahead of time regarding all renewals. Look for emails from [email protected] and/or [email protected] or [email protected] (if you paid via PayPal).

    Reach out to us via our Contact form and we’ll take care of you no problem at all. We’re glad Give is working for you and your organization, but naturally, your experience as a customer is also vital and important. We’ll get you squared away quick. Thank you!

    Plugin Author Matt Cromwell

    (@webdevmattcrom)

    Just following up again, I hope you were able to reach out to us and find the emails that were sent previously. Definitely let me know if you have other concerns at all.

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