Here is what I went through:
1. I was charged twice for a single license on 2016-06-06. $98.96 (the number quoted on the order form) and $100.16
2. I filled out your web form and it said someone would contact me within 48 hours
3. After 48 hours, with no response, I posted my description of the problem in this Licensing forum
4. That thread was quickly frozen with a final post telling me to submit another web form to the same place that had not responded.
5. I received a new credit card from my bank on 2016-06-08 for the "stolen" credit card. I updated 6 auto-payment accounts with the new CC number.
6. 2016-06-18 I received a response to my first and only web form post saying "This "fraudulent charge" was indeed our charge, sorry ... When you say you cancelled your card, what exactly do you mean, did you place a charge-back?"
I appreciate that you are restarting the business and there will be glitches.
Please consider:
1. Change the "within 48 hours" support form text to a maximum you will beat in 99% of the submissions.
2. Charging a customer a different amount than was presented on the web order form causes chaos. You need to fix this - mandate a method that every processor must use so your customers see a consistent price each day regardless of which vendor is selected.
3. Fix duplicate charges.
On duplicate charges, here's my guess at the root cause for my case. My first attempt to order was rejected by Bank of America as a Suspicious charge from outside the US. I called their fraud department and confirmed that the charge was legitimate. I tried to get them to rescind the rejection of the charge to my card, but they said they couldn't and I would have to resubmit my order. The important point here is that I was not able to "just call my bank" and get the payment to go through. I had to resubmit it.
I do wish you well, but it took 4 hours of additional time for me to buy your product. Not good.
Redfox1 - please read this and consider improvements
1. I was charged twice for a single license on 2016-06-06. $98.96 (the number quoted on the order form) and $100.16
2. I filled out your web form and it said someone would contact me within 48 hours
3. After 48 hours, with no response, I posted my description of the problem in this Licensing forum
4. That thread was quickly frozen with a final post telling me to submit another web form to the same place that had not responded.
5. I received a new credit card from my bank on 2016-06-08 for the "stolen" credit card. I updated 6 auto-payment accounts with the new CC number.
6. 2016-06-18 I received a response to my first and only web form post saying "This "fraudulent charge" was indeed our charge, sorry ... When you say you cancelled your card, what exactly do you mean, did you place a charge-back?"
I appreciate that you are restarting the business and there will be glitches.
Please consider:
1. Change the "within 48 hours" support form text to a maximum you will beat in 99% of the submissions.
2. Charging a customer a different amount than was presented on the web order form causes chaos. You need to fix this - mandate a method that every processor must use so your customers see a consistent price each day regardless of which vendor is selected.
3. Fix duplicate charges.
On duplicate charges, here's my guess at the root cause for my case. My first attempt to order was rejected by Bank of America as a Suspicious charge from outside the US. I called their fraud department and confirmed that the charge was legitimate. I tried to get them to rescind the rejection of the charge to my card, but they said they couldn't and I would have to resubmit my order. The important point here is that I was not able to "just call my bank" and get the payment to go through. I had to resubmit it.
I do wish you well, but it took 4 hours of additional time for me to buy your product. Not good.
Redfox1 - please read this and consider improvements
