Avast WEBforum
Other => General Topics => Topic started by: REDACTED on June 23, 2016, 09:40:22 PM
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Why is avast so hard to get refunds from? They have many web pages but only one page to fill out a form and you have to patiently wait for the lazy bastard to read it and give it back to you. Call the only number you can find and its to a person in India that works for Digital River. So, avast is a ghost company that hires digital river for one task and nothing more. smart and devious. thoroughly proves, you REALLY can't trust online companies anymore. out of country companies with out of company assistance. no US address, non english speaking people. i just want my $39.99 back nothin mo.
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You are wrong in several ways.
It is not hard to get a refund at all.
Just submit a ticket, explain why you are asking for a refund and have a little patience.
If you are entitled to a refund, you will get it.
The phone number is not from Digital River nor do those people work for Digital River.
It is just a call center that handles a limited amount of support for avast as clearly is stated at the website.
Digital River and Nexway are just two companies that handle certain financial things for avast as well as for a huge amount of other (large) trusted companies.
As only avast can see certain details (they don't share your data with others), only avast can handle refund requests.
avast sure does have a address in the US as well as in several other countries.
avast sure have English speaking people.
Let me give you a huge clue...
This webboards main language is English and people from avast (as well as others) are trying to help here.
If you have submitted a ticket, please mention the ticket number and the date you created it here and I will ask someone from avast to have a look at it.
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Eddy,
I take it you have not tried to get a refund lately. It's purposely confusing, with intentional misdirection and misleading links and information. I spent $400.00 dollars of my billable time trying to get a refund of $19.00.
You may ask why I wanted a refund? Simple, I paid for the product and upon installing the product and attempting to use it, I was presented with constant ads pressuring me to buy additional features. The product ran scans that required features not included in my level of the product, and it of course found issues that naturally required the afore mentioned additional features. This post purchase sales tactic is frustrating and very much the way companies from certain parts of the world do business.
Then if you try to access their so called 24/7 support line, you'll be on hold for more than an hour, the support extension will ring once, no one is actually on the phone, and after a few minutes you're asked to take a survey. Are you kidding me? A survey? Really?
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- You could have disabled the ads.
- You did not have to install "demo's" for other avast products.
Don't know what number you called, but the official support number is handle by a third party and you do not get a survey.
Besides that, calling it for a refund is a waste of time as they don't handle it as clearly stated on the website.
https://www.avast.com/total-support
Sending a ticket and asking for a refund takes about 10 minutes.
So you are charging 6 x $400 = $2400 per hour ?
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I was told today by customer service that to get a refund I must go to URL: goo.gl-2R0u5n.
I typed it exactly as instructed, paying close attention to case size, and the site does not appear to exist. Anybody know what is wrong with the link above??
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I was told today by customer service that to get a refund I must go to URL: goo.gl-2R0u5n.
Contact avast support > https://support.avast.com/support/tickets/new
avast support and FAQ > https://support.avast.com/
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What customer service did you call ?
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I was told today by customer service that to get a refund I must go to URL: goo.gl-2R0u5n.
I typed it exactly as instructed, paying close attention to case size, and the site does not appear to exist. Anybody know what is wrong with the link above??
Hello!
It is "slash" instead of "dash" -> http://goo.gl/2R0u5n ;)
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http://tinyurl.com/guz98ce
Also with a slash ;D
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I also agree they make it difficult to get a refund. I originally had software in 2014, switched to different vendor in 2015 and now in 2016 they are claiming I had automatic renewal on. I would like my refund now, they have a phone number for everything but billing. I am fixin to blow up facebook and mention their deceptive practices, its like pulling teeth trying to get my refund. I'm glad I have friends that are lawyers cause if it gets to that point, I feel confident I have evidence of a fraudulent renewal on their part and its all about the principle of it now. Ticket 459837.
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You are wrong.
1]
If auto-renewal is enabled (which in your case very likely is/was), you get 3 mails telling you it is about to happen giving you enough time to disable it if you don't want it.
You can enable/disable the auto-renewal any time you like during the subscription.
You could have disabled it when getting the subscription.
If you didn't, you can only blame yourself for not doing so.
2]
It isn't hard at all to ask for a refund if you think you are entitled for it.
Just submit a ticket, provide details and ask for it.
If you are entitled for a refund, you will get it without a problem.
3]
The phone number is from a third party that handles only a very limited things for free.
For all other things you will have to pay them.
This is very clearly mentioned at the website.
I originally had software in 2014, switched to different vendor in 2015 and now in 2016 they are claiming I had automatic renewal on
As I said, it is very likely you have/had auto-renewal enabled.
Switching to another vendor does not stop the subscription you have.
You will have to do so yourself or ask avast to do it for you.
If you have a subscription to newspaper/magazine A and you start reading newspaper/magazine B, it doesn't stop the subscription on A ;)
Looking at the ticket number, it seems you submitted it today.
As the current response time at the moment is 1-2 days, I would say have a little patience.
Someone from avast will soon help you.
And for your friends the lawyers...
If they are good at their job they will all tell you that it is you who should have paid attention and that they can't help you :P
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Hey fast eddy, not every sits on the laptop all day, I like to take breaks from the computer at times (insert cute tongue winkey smiley face here for effect). I also don't check my spam folder every day to see if some knuckleheaded business is trying jam their crap product down my throat by making me have to unselect an autorenewal, which is a complete lie and fabrication in the first place that it was in autorenewal. I used product for one year starting August 23rd, 2014 for 59.99, have paperwork. I did not use product at all in 2015, and now a charge goes to my paypal in August 13 of 2016 for 49.99? I submitted ticket 4 days ago. and I will admit I hit one of the tiny little non-descriptive buttons on galaxy with my fat fingers and accidentally cancelled, so I had to resubmit ticket. You cannot blame autorenewal I stopped using product in august of 2015 Funny how you guys can get on here to sarcastically defend yourself in two seconds, but getting a refund for a product I never asked for is like you finding Pikachu, maybe that will help you relate.
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These refund cases are usually written / posted when blood pressure is high, and solved as soon as @moroni is online ... have patience
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Not using the product anymore is not stopping the subscription if you have auto-renewal enabled.
If you don't use your Internet connection because you e.g. go on a holiday for a month, you still have to pay for it.
A subscription stops when it the period that you bought it for ends and auto-renewal is disabled.
Funny how you guys can get on here to sarcastically defend yourself in two seconds, but getting a refund for a product I never asked for is like you finding Pikachu, maybe that will help you relate.
We do not defend ourself nor do we have to.
We do not work for avast.
And as I said, you will get a refund if you are entitled for it without a problem.
Just have a little patience, someone from avast will soon handle your ticket.
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Hi
I am trying to get my subscription refunded. The money was taken from my Paypal account 13 days before the renewal date. I have contacted them through their website the day after the money was taken out but I have had no reply at all or received a refund. I have cancelled the renewal permissions now on Paypal. How long does this take?
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Hi
I am trying to get my subscription refunded. The money was taken from my Paypal account 13 days before the renewal date. I have contacted them through their website the day after the money was taken out but I have had no reply at all or received a refund. I have cancelled the renewal permissions now on Paypal. How long does this take?
See reply Nr #10
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Hi
I am trying to get my subscription refunded. The money was taken from my Paypal account 13 days before the renewal date. I have contacted them through their website the day after the money was taken out but I have had no reply at all or received a refund. I have cancelled the renewal permissions now on Paypal. How long does this take?
Welcome to the forum.
Sorry you're having a problem. See if this helps get thing solved:
https://support.avast.com/support/tickets/new?form=2 (https://support.avast.com/support/tickets/new?form=2)
Post your support # and we'll alert someone from Avast to expedite your request.
It usually takes 2 to 5 business days.
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Hi jo.amey,
I cannot find any ticket by you in our system. Could you please post your ticket ID?
Thanks!
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Hi Moroni
I have never been given a ticket number. I have used the contact option on your site, giving the transaction number, and I have not had any response at all.
Jo
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What exact contact option did you use ?
If you used the "submit a ticket" option (which you should have), you have been given a ticket number.
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I do not have my computer at this time and will not have it for the next 4 months or so. So I cancelled my subscription and got the same message from avast. Preply said the same thing that they are not able to reverse the payment. I got the same message here.
I have my reference number which is 12109025
Thank you for contacting AVAST Software.
We have checked your order with our distributor and we can confirm that your order was disputed.
Dispute status can appear only if customer asked his bank or PayPal to reverse the payment.
You should already have payment back at your account otherwise please contact your bank for further investigation.
Kind regards,
The Avast Support Team
Ref $:NTAwNXAwMDAwMkd5QWdrQUFG:$
How can I get my money back.
I sent a email to avast with the picture fro preply without any success
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I do not have my computer at this time and will not have it for the next 4 months or so. So I cancelled my subscription and got the same message from avast. Preply said the same thing that they are not able to reverse the payment. I got the same message here.
I have my reference number which is 12109025
Thank you for contacting AVAST Software.
We have checked your order with our distributor and we can confirm that your order was disputed.
Dispute status can appear only if customer asked his bank or PayPal to reverse the payment.
You should already have payment back at your account otherwise please contact your bank for further investigation.
Kind regards,
The Avast Support Team
Ref $:NTAwNXAwMDAwMkd5QWdrQUFG:$
How can I get my money back.
I sent a email to avast with the picture fro preply without any success
Hi,
You signed up for Avast Premium Security Trial 09/26/20. The trial was converted 11/25/20 to a full subscription. You then requested a refund via Paypal 11/27/20. This essentially puts the order in dispute status on our side, preventing us from initiating any refund. If the customer can provide proof from Paypal saying that they refused to provide a refund, only then can we contact Digital River to ask them to verify the claim and initiate the refund. Avast Support will reply to your email for case id 12109025. This might take a few days. Please PM me if you need clarification.
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I requested a refund from avast, and they emailed me last 10/27/23 that my money is on the way and I will receive it in 5-7 business days. It is now 11/13/23, and I am still waiting on when I will receive it as I have a need of the money.
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I requested a refund from avast, and they emailed me last 10/27/23 that my money is on the way and I will receive it in 5-7 business days. It is now 11/13/23, and I am still waiting on when I will receive it as I have a need of the money.
Hi, I checked our support system, but I couldn't find any request from the email address you're using on our Forum. I recommend that you raise a new request via this web form: https://support.avast.com/en-ww/contact/sales_refund_general?c=true
Sorry about the trouble!
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I purchased an Avast subscription last year on 27/11/2022. The subscription was valid until 27/11/2023.
I cancelled the auto-renewal option on the customer portal after the purchase.
To my surprise, on 23/10/2023 I was charged 93.99eur on my PayPal account for a subscription reference period 27/11/2023 - 27/11/2024. The charge was made by Digital River Ireland, Ltd.
On 24/11/2023, I realized this value of 93.99eur had been charged to my PayPal account. I contacted Avast that same day requesting the cancellation of the upcoming subscription, already charged to me more than 1 month before the start on 27/11/2023, and reimbursement for that same subscription. Ticket 19847864.
Was contacted by Avast customer service via email:
• Email 24/11/2023: Avast refused the reimbursement. I replied requesting the cancellation of the subscription and reimbursement.
• Email 25/11/2023: Avast refused the reimbursement. I replied requesting the cancellation of the subscription and reimbursement. I raised a claim to PayPal for “Charged for a cancelled subscription”.
• Email 27/11/2023: Avast customer service agreed to refund the amount in full. They also offered to keep the subscription with a 50% reduction in the initial value. I opted for the full reimbursement.
I have checked my PayPal account every day since 27/11/2023 and there have been no refunds to date either from Avast or Digital River Ireland, Ltd. Certainly, the Avast billing team will confirm this without the necessity of asking me to re-check my PayPal account over and over.
Moreover, via the order history, it can be seen that the subscription has been refunded. This is false and incorrect and should read “refund is pending”. Again, the Avast billing team will be able to corroborate that the refund has not been provided to my PayPal account or that same billing team should provide clear evidence as to where the refund has been issued because it was not to me.
Via the same order history, I could verify that the subscription was cancelled on 27/11/2023. No email or confirmation of the cancellation was provided to me.
I have since 27/11/2023 had email exchanges with Avast customer service on the following dates:
• 30/11/2023
• 03/12/2023
• 06/12/2023
• 07/12/2023
After a total 7 email exchanges and having discussed with 6 different customer service agents which would have escalated to the appropriate billing team, the status as it stands today is:
1- Subscription cancelled since 27/11/2023 (before the debut), no email sent with the subscription cancellation. Cancellation was verified via the order history.
2- A refund of 93.99 EUR has still not been provided to me since the subscription was cancelled on 27/11/2023
I truly do not understand what is the reason for delaying the refund as it has now been over 2 weeks since the subscription was cancelled and over 1.5 months since Avast has charged me for a subscription not wanted, not used and cancelled as records show. I also do not understand why after communicating with 6 Avast customer service agents this refund issue is still pending.
I would appreciate it if the standard customer service response emails and apologies would stop and action would be taken by Avast customer service to resolve this issue without further delay, and reimburse me for the amount of 93.99eur that has been paid for a service cancelled and hence not provided and more importantly taken from my account without my consent.
Anything else from a speedy reimbursement to my PayPal account at this point is unbecoming and reflects poor customer service and lack of any attention to customer satisfaction.
I trust that despite a poor track record demonstrated thus far in attending to Avast’s obligation to reimburse me, Avast will make things right so we can close this subject matter.
I await a reply and will post further developments.
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Reported to Avast. Let's see if that get the attention of the right party.
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Hello RS78,
I'm sorry to hear that you have encountered difficulties with your refund request. I understand how frustrating and inconvenient this must be for you. I have investigated the matter and can assure you that our billing department is currently handling your case. They will get in touch with you as soon as they receive more information from the payment provider.
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Hello Ognjen3,
Hello RS78,
I'm sorry to hear that you have encountered difficulties with your refund request. I understand how frustrating and inconvenient this must be for you. I have investigated the matter and can assure you that our billing department is currently handling your case. They will get in touch with you as soon as they receive more information from the payment provider.
Can you clarify WHO you are refering to when you mention the payment provider? Is it Digital River, PayPal or another?
Key question on my end is WHEN will the billing department refund me?
Thank you for your reply.
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Hello i have refund problems too.it has been two weeks since ive applied for a refund and im still waiting not knowing if fhe request was aproved or not
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Hello i have refund problems too.it has been two weeks since ive applied for a refund and im still waiting not knowing if fhe request was aproved or not
Did you use this link - https://support.avast.com/en-ww/contact/sales_refund_general?c=true - recommended by an Avast Team member ?
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Yes i did but heard nothing from them should i maybe try to request the refund again?
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Try this slightly different one.
- Refund request - https://support.avast.com/en-ww/contact/sales_refund (https://support.avast.com/en-ww/contact/sales_refund) If you haven't got the Order ID, etc enter 00000000 and give as much information that you can to help identify it.
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Thanks i got an email from them saying that my refund has been accepted and will happen in 5 to 7 days
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You're welcome.
Hopefully this won't take long, but be aware this estimated time frame is normally related to actual Working/Banking Days, so with this being a big holiday period it my be a little longer.
At least you know it is/has been actioned.