Very poor support, refund delayed

Update: There has been no further communication from support, at this point I would strongly advise against purchasing anything from them. I have opened a formal dispute with my card issuer to hopefully get my money back. Zero stars.

@tudorp – Sorry to hear that. In this case it was a series of compounding factors, none of which make up for you not hearing back for so long.

First the google pay feature was enabled automatically in an update to one of our ecommerce plugins, we were not aware it was active. This was further compounded by it not being set up properly in Stripe’s end, so that all the details were not passed back to our site during checkout.

Then our team couldn’t actually locate the payment in question as Stripe didn’t have filters to segment a Google Pay payment. Even looking at that payment now it only indicates its a google payment in fine print in the API logs. Otherwise its not easily distinguishable from the other transactions in that period.

We disabled Google Pay as we weren’t prepared to deal with random issues at that time.

Stripe eventually helped us identify that payment and a refund was processed, though your correct, a dispute was file, and further accepted.

Does not make up for the lack of communication but figured you’d like to know the full story. You were the only payment to ever get processed on our sites using Google Pay, gotta say wasn’t great experience for anyone involved out of the box apparently.

Hi @danieliser,

Thanks for the detailed reply.

That seems to have been a freak incident, I can understand the situation to a point, I’ve also released a paid WP theme so I know support can be a massive pain, especially for edge cases, but given I had the proof of payment all I wanted was for the download to be made available in my account, that could have easily happened while the payment was being debugged or whatever, even wrote-off as losses at the end of the day.

I have to say I also never opened a dispute until now, had to look it up, so it seems there’s a lot of firsts in this case. But I think I actually got the refund before the dispute got settled.

All the best,
Tudor

• This reply was modified 2 years, 7 months ago by verde_io.