Author Topic: REFUNDS  (Read 13016 times)

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Offline Pondus

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Re: REFUNDS
« Reply #15 on: October 19, 2016, 11:11:52 PM »
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


Offline bob3160

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Re: REFUNDS
« Reply #16 on: October 19, 2016, 11:14:36 PM »
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
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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Offline moroni

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Re: REFUNDS
« Reply #17 on: October 20, 2016, 10:32:56 AM »
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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Re: REFUNDS
« Reply #18 on: October 20, 2016, 09:38:42 PM »
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

Offline Eddy

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Re: REFUNDS
« Reply #19 on: October 20, 2016, 09:43:03 PM »
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.

Offline Tom565

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Re: REFUNDS
« Reply #20 on: November 30, 2020, 02:01:39 AM »
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


Offline r@vast

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Re: REFUNDS
« Reply #21 on: November 30, 2020, 03:53:42 PM »
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.

Offline vnce

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Re: REFUNDS
« Reply #22 on: November 13, 2023, 12:57:13 PM »
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.

Offline prokopes_

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Re: REFUNDS
« Reply #23 on: November 13, 2023, 02:57:13 PM »
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!

Offline RS78

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Re: REFUNDS
« Reply #24 on: December 14, 2023, 10:27:04 PM »
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.

« Last Edit: December 14, 2023, 10:40:46 PM by RS78 »

Offline bob3160

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Re: REFUNDS
« Reply #25 on: December 14, 2023, 10:33:15 PM »
Reported to Avast. Let's see if that get the attention of the right party.
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Offline Ognjen3

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Re: REFUNDS
« Reply #26 on: December 15, 2023, 11:25:17 AM »
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.

Offline RS78

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Re: REFUNDS
« Reply #27 on: December 15, 2023, 12:56:09 PM »
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.

Offline Marie Annelie

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Re: REFUNDS
« Reply #28 on: December 24, 2023, 03:04:47 AM »
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

Offline DavidR

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Re: REFUNDS
« Reply #29 on: December 24, 2023, 03:27:57 AM »
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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