This is getting a tad irritating.. 10 unanswered emails over the past 2 weeks.
I am inquiring about my refund on the authorize.net
is someone going to step up and get this resolved for me?
Mar '10Apr '10
I checked in our system for both e-mail address we have on record for your account. We have not received any e-mails from either one of them. What e-mail address did you send the e-mails from? Also what is the refund you are looking for?
then why do i get this?
"This is an automated response to inform you that we have received your inquiry and assigned it a Ticket ID of:
TYU-89114-539
You can expect a reply from a real human being within one business day (24 hours) or sooner, and typically same-day if your inquiry arrives during business hours. Our office hours are Mon-Fri, 8am-8pm MST/Arizona time (GMT -7). You can also reply to this message to add more information to your inquiry. Please do not resend the same inquiry again, as this message confirms your inquiry is now logged in our queue and will be considered in the order it was received."
also here is a previous email regarding the situation.
"Greetings,
Hm, I will assign this to our Billing agent; maybe there is some arrangement we've never had to deal with, where we are expected to refund the setup fee you'd paid to Authorize.Net, and then they somehow reimburse us for that refund (since you paid them and not us in the first place), or maybe there is just some confusion at Authorize.Net's end about our role as a "reseller" here.
"Tinseed LLC" is actually the Tucson, AZ based consultancy that handles support for 19.5 Degrees (dba E-junkie.com). We'll have to update Authorize.Net on our current phone number as well, it seems.
If you have any further questions or info to provide, please simply reply to this message to help maintain your chain of correspondence in our records.
Best regards,
--
Tyson N
Webmaster/Support Guru
E-junkie"
We have received your emails and are still waiting for word back from Authorize.Net as to how they expect us to proceed on this matter. We think there may be some misunderstanding as to our role as an Authorize.Net "reseller" in this case, since we did not actually set up an Authorize.Net account for you nor did we take payment from you for any fees related to Authorize.Net.
You must admit it does seem strange that we would be expected to issue a refund for funds that we did not receive in the first place, and we have never been asked to refund a setup fee that had been paid to Authorize.Net before. If we're expected to issue this refund, we'd need to confirm that with Authorize.Net and get their commitment to reimburse us for any refund we may issue on funds you had paid to them.
We would also suggest you contact Authorize.Net and clarify that you DID NOT pay any Authorize.Net setup fee to us in the first place and actually paid your setup fee directly to Authorize.Net, and in that case ask for clarification about who is expected to issue a refund for that fee if you could not obtain a merchant account and had paid the setup fee to them rather than us.
well considering we are going on 2 weeks since i contacted them and you about this and it would only take a 5 minute phone call to them to resolve it im sure you can imagine my frustration.
they refunded me the the monthly fee but said you needed to initiate the refund for the 99$ signup fee.
I agree it doesnt make a lot of sense since 99.9% off all other refunds are not initiated by the affiliate but rather by the vendor so why authorize is claiming this makes no sense to me either i expressed this to them and they insisted it needed done on your end.
so PLEASE if you could have someone make a 5 minute call to them we can wrap this up.
bigfootsthey refunded me the the monthly fee but said you needed to initiate the refund for the 99$ signup fee.
I think that is where they have the mistaken impression that you had paid that fee to us as your "reseller" in the first place, so you may need to explain to them that you'd actually paid that setup fee directly to them, rather than to us.
We don't have any special access to Authorize.Net any better than you do, no special number we can call, and so far they have been unresponsive to our requests for clarification on this matter. Hopefully you can appreciate that we can't just give $99 to anybody who asks without any way to account for or recover those funds, so we'd need some reassurance from Authorize.Net that they'd reimburse us if they expect us to issue that refund on their behalf.
i am done trying to explain to them. i have tried over and over and they have insisted it needs to be initiated from you.
I offered to do a 3 way call with you and authorize.net and got no reply from you.
there is no special number you need to call just call their support number Authorize.Net 877-447-3938
do you just throw away a hundred bucks? I don't and would like to resolve this asap...
is someone there going to freak'n call authorize.net and get this taken care of. this is beyond ridiculous. I just got off the phone with them AGAIN and they said nobody from ejunkie has called.
this is insulting. don't tell me your going to take care of it then do absolutely nothing.
they said they are more than happy to explain this to you but nobody has bothered to make a 5 minute phone call.
i've about had it with this..
We've been exchanging email with their Reseller Support and Sales departments; we don't have office phone lines installed because we don't provide phone-based support, and all our other communications are conducted online, so we eliminated office phone lines as an unnecessary expense.
The latest reply we got from them stated that their $99 setup fee is non-refundable, and that is clearly stated during their application process on their "review fees" page. However, they did mention something about making a "courtesy exception" in specific circumstances, which may account for why they offered you a refund of their "non-refundable" setup fee.
As you said, we cannot just "throw away a hundred bucks" that we never received in the first place and with no promises that we'd ever recoup it afterward, so we need Authorize.Net to verify how they will reimburse us if we pay for the refund they promised.
This situation is complicated by the fact that the only E-junkie personnel who have access to our company PayPal account and finances happen to be traveling abroad on a semi-working vacation at the moment. We Support staff would not be able to issue you a refund nor arrange for reimbursement from Authorize.Net, so we'd have to wait until next contact with our vacationing personnel to have them attend to this matter.
I hope you can understand how bizarre this situation seems to us -- first they take your payment for a fee which they state upfront is non-refundable, then they offer a refund anyway, but then they insist they cannot pay you the refund they offered, saying you should seek that refund from someone else (namely, us) who never received that fee in the first place, and we still haven't received any confirmation from them stating that they do actually expect us to issue their refund, let alone that they'll eventually reimburse us for that.
i understand. but from this end it looks like you have done nothing. and considering it could all be handled with a 5 minute phone call and they can explain to you what needs done you can imagine how ridiculous this looks from my end.
I'm not expecting you to give me a hundred bucks but you need to cancel something or initiate something from your end then i can get my money back.
they would of already refunded me but since i signed up through your affiliate link it needs initiated from your end and again, a simple phone call can resolve this.
saying you don't have a phone or nobody there has a phone just looks like a really weak excuse for nobody cares..
hell i even offered to setup a 3 way call with someone from ejunkie but that email went un-responded as did most of my other inquiries..
i'm unemploeyed and only have income from online business so $100 is not something i just throw away at the moment. things are tight.
if i remember correctly that is how ejunkie was started so I thought maybe someone there could actually relate but it just seems like i get no-where with this like nobody cares and its just easier to ignore it and hope it goes away...
sales@authorize.netWe have submitted a request to the finance dept to have the $99 set up fee refunded to this merchant.
Regards,
Authorize.Net Sales Team
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