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08/11/2012 09:37
 
User is offline Rachel France
No Ranking

Joined: 09/07/2012
Posts: 13

 Hi

I have recently paid for an additional 3-month subscription, but my name is still showing in red with 'expired' in brackets at the bottom of my review. I checked account manager and noticed that the subscription hadn't been activated. I have now activated it, logged back into my review, but it still shows my name in red plus 'expired'. My account shows an expiry date of 8/2/13. (I still seem to be able to continue working, however.)

Thanks

 
 
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08/11/2012 10:05
 
User is offline Jeff Brunton
6th Level Poster

Joined: 17/10/2011
Posts: 594

Hello Rachel,

I just checked you purchase history and we can see that you extended your review for 3 months but did not extend your user account. Was it your intention to extend the review (keeping it shareable) or did you wish to just extend your user account (and allow the review to become non-shareable when it expires).

If it was your intent to just extend your user account we could transfer the time from your review to your account.  This would add 10.5 months to your user account (as account fees are £10 per month and shareable review fees are £35 per month). If you wanted both extended (review and user account) then you could extend your user account through the online shop.

Your user account expires today so please let us know what you wish to do. Once your user account expires you will be restricted to read-only access.

Best regards,

Jeff
 
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08/11/2012 10:14
 
User is offline Rachel France
No Ranking

Joined: 09/07/2012
Posts: 13

 Hi Jeff

Thanks for your reply. Apologies, but I have got in a muddle with this - I meant to extend my user account by 3 months. I don't need a shareable review at this stage.

Can you fix it?

thanks

Rachel

 
 
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08/11/2012 10:24
 
User is offline Jeff Brunton
6th Level Poster

Joined: 17/10/2011
Posts: 594

Hello Rachel,

I have transferred the 3 months of shareble review that you purchased to your user account. This extends your user account by 10.5 months so you should have full access again.

Best regards,

Jeff
 
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08/11/2012 10:25
 
User is offline Rachel France
No Ranking

Joined: 09/07/2012
Posts: 13

 Great - many thanks.

Is there anyway I can get a refund for 7.5 months as I only need it for 3 months?

Thanks
Rachel
 
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08/11/2012 10:40
 
User is offline Jeff Brunton
6th Level Poster

Joined: 17/10/2011
Posts: 594

Hello Rachel,

It is possible to get a refund but it is an all or nothing arrangement. We can only refund the full amount and then you would need to repurchase the correct access. I believe there are refund fees involved as well that will vary depending on the type of card used (credit card, debit card, etc.) to make the orginal purchase.

Since the refund would be processed through the online payment provider we would need to confirm with them the arrangements and conditions. If you wish us to proceed with this please let us know and we will.

If you pursue the refund route we can still give you access to EPPI-Reviewer while the refund is processed.

Best regards,

Jeff

 
 
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08/11/2012 10:44
 
User is offline Rachel France
No Ranking

Joined: 09/07/2012
Posts: 13

 Hi Jeff

 

Yes, please, I need to start the refund process.

Many thanks

Rachel
 
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08/11/2012 11:07
 
User is offline Jeff Brunton
6th Level Poster

Joined: 17/10/2011
Posts: 594

Hello Rachel,

We will move forward with this.

To be honest, we haven't had to process a refund before so I can't give you an estimate of how long it will take. As soon as I know more details I will let you know.

Best regards,

Jeff
 
New Post
08/11/2012 14:07
 
User is offline Jeff Brunton
6th Level Poster

Joined: 17/10/2011
Posts: 594

Hello Rachel,

It appears that we can refund the difference between what you paid and what you meant to pay.

Your original payment was for a shareable review for 3 months (3 months x £35 per months = £105 + VAT = £126).

What you wanted to purchase was a 3 months extension to your user account (3 months x £10 per month = £30 + VAT = £36).

A difference of £126 - £36 = £90 will be refunded to the card that you made the purchase on.

We have been told it will take 2 - 3 days for the refund to take place.I have also adjusted you user account details so it is a 3 month extension.

If you have any questions about this please let me know.

Best regards,

Jeff
 
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09/11/2012 15:53
 
User is offline Rachel France
No Ranking

Joined: 09/07/2012
Posts: 13

 That's good news. Very  many thanks for sorting this out.

Kind regards

Rachel
 
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