refund requested, seller had issues with communications system.

  • UPDATE: finally got contact from webtoffee.
    Seems there were some technical issues with support site and email.

    received email from webtoffee today april 12, showing their attempts to respond to a few online tickets.

    Thus, due to a faulty communication system, I assumed they had not contacted me at any point.

    All fixed now, have moved to other plugin, and a wasted opportunity for me and the plugin author. Hope they get it checked and fixed asap.

    — original below. —
    bought paid plugin.
    installed, ran into issues, contacted support, no response.
    Found that certain issues could not be solved on my server , switched to wp-all import instead.

    Their website states refund within 30 days.
    Asked for refund from webtoffee website, twice, have tickets, no response.
    waited 10 days, hoping they would at least acknowledge something, request for support or refund. nothing.

    started a request for refund on paypal.
    After one week still no response from webtoffee.
    esclated to paypal resolution, awaiting result.

    • This topic was modified 2 years, 7 months ago by vincej. Reason: change star rating..... mistaken first input
    • This topic was modified 2 years, 7 months ago by vincej. Reason: resolved issues, due to techical difficulties beyond author's control
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author WebToffee

    (@webtoffee)

    Hi @vincej,

    Apologies for any inconvenience you had to face.
    Usually, we respond to support tickets raised via zendesk within 8 hours and process refunds after confirmation within 2-3 business days. We checked our support system and can’t find your tickets. Can you please share your zendesk support ticket number?

    Thread Starter vincej

    (@vincej)

    I do not have the support ticket number, nor does it show up when I log into webtoffee web site.
    I did not think to copy it since I expected a response after I filled in the technical support question online… none was received, so support ticket lost.
    btw, I do not see reference to zendesk, I filled out the support and refund requests directly on you website webtoffee.com using my account
    xxxx @ millpondrb.ca

    my purchase was Date:
    March 28, 2022
    my order number was #311904
    my request for refund was ticket number 40534
    I’m sure those will allow you to track it.

    after request for refund from paypal, and no response after 10 days,
    it has now been escalated to allow paypal to resolve.

    Plugin Author WebToffee

    (@webtoffee)

    Hi @vincej,

    We checked our support ticket system using your order number and were able to find your support tickets(#40512 & #40534). We responded to both the tickets promptly, on March 29th and March 30th respectively asking for refund confirmation and requesting to deactivate the plugin prior to refunding. The ticket was updated in pending response status awaiting your update. Since you didn’t respond, it was closed automatically by the system after 5 days. We are extremely sorry for the inconvenience caused.
    We have processed the refund for your order now and shared the refund details via support email.

    Thread Starter vincej

    (@vincej)

    in that case perhaps there is a problem with your support system.

    I used your website support forms for contact, and was given the ticket numbers. perhaps what you called zendesk?

    I never received any response, either website, nor by email, nor on your website (logged in) nor on paypal.

    yes, now received refund, thanks.

    so when you say “We have processed the refund for your order now and shared the refund details via support email.” where exactly would I see that email? nothing seen on my end yet.

Viewing 4 replies - 1 through 4 (of 4 total)
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