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Trial and cancelling the account

bose222

31 Dec, 2010 11:21 AM via web

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Thanks for providing the trial service. However, you billed me before the trial of 3 days has ended. The trial is meant for the purpose of testing, and users can still be testing the service even on the third day.

There is also no chance to cancel the membership automatically before the next payment occurs without having all the data erased. You make the user wait and manually cancel the account on the last day. You may be offering a good service, but, to my mind, these are no signs of good customer satisfaction.

1. Support Staff 2 Posted by hasan on 31 Dec, 2010 02:19 PM

   

   Hi bose222,

   You are one hundred percent right. Sometimes PayPal jumps the gun and
   charges the customer before the 3 days are up. We think it's because
   of geographical issues, Sometimes PayPal enters into the day before
   you do.

   We can totally give you a refund for this charge if you didn't mean to
   continue using put.io.

   Regarding cancelling the automatic payment, you can do this easily on
   paypal. Just go to "Profile > My preapproved payments" and chose
   put.io, then click the link that says "cancel" This only cancels your
   payment, if you want to destroy your put.io account also, you can use
   the link at the bottom of your settings page
   (https://put.io/account/settings)

   Take care,
   --
   Hasan Yalcinkaya
   Co-founder, Put.io

   -------------------------------------------------------------------------
   LinkedIn: http://tr.linkedin.com/in/hasanyalcinkaya
   Twitter: http://twitter.com/hafifuyku

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2. Support Staff 3 Posted by aybars.badur on 31 Dec, 2010 03:46 PM

   

   Hi bose222,

   I doubled checked your payments just to see if there is a bug or something. You have signed up with Paypal Website Payments Standart api, which makes sometimes weird things. I see that you have subscribed on 29th at 00:00 and paypal has charged on the third day at 31st at 12:00.

   Normally it charges at the end of the 3rd day but a couple of times this has happened though its very rare - maybe because of new year. We tried to give 4 days to paypal, for a 3 days free trial but it really complicated things, so we had to rollback that.

   Anyways, as Hasan said if you are not willing to use the service, we can refund. Just let us know.

   Best Regards,
   Aybars Badur

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3. 4 Posted by bose222 on 01 Jan, 2011 12:38 PM

   

   Thank you very much for the detailed information! I love your service, but as I do not need that much space I was planning to take a smaller plan. I would be pleased if you could make a refund so that I can sign up for a smaller plan or just downgrade make account if possible.

   Thanks again for the help and keep up the good service.
   Cheers from Germany

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4. 5 Posted by aft on 03 Jan, 2011 07:25 PM

   

   Hey Bose222,
   Thanks for all your kind words. We're glad you liked it.

   PayPal requires your confirmation to change the recurring payment. We have no control over it. You can downgrade the current account following some easy steps.

   • Visit Put.io and log in to your account.
   • Visit Your Account > Upgrade page
   • You'll see a downgrade link in the middle of the page. You may need to scroll down to see it.
   • Click on it and follow the instructions.

   Please let us know if you need assistance. We'll happily help. Feel free to re-open this ticket.

   Take care,
   Cem

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5. aft closed this discussion on 03 Jan, 2011 07:25 PM.

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