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I recently managed to forget cancelling a diamond membership free trial, and got charged for a full year. I read that I can get a refund if it's my first purchase, so I sent in a refund request through the support website. A few hours later I got a response, asking if I was sure I wanted the full refund or if I just wanted to change my membership tier. I responded that I wanted to cancel and get refunded the whole amount, but haven't received an answer for 2 days. Why is it taking so much longer than when I got the original response?
Mar 5, 2024
0
#2
Stalbert08 wrote:
I recently managed to forget cancelling a diamond membership free trial, and got charged for a full year. I read that I can get a refund if it's my first purchase, so I sent in a refund request through the support website. A few hours later I got a response, asking if I was sure I wanted the full refund or if I just wanted to change my membership tier. I responded that I wanted to cancel and get refunded the whole amount, but haven't received an answer for 2 days. Why is it taking so much longer than when I got the original response?
Depending on the day you sent the request and the reply, if could be the billing support agent was off for their weekend. You will get the refund.
Stalbert08 wrote:
I recently managed to forget cancelling a diamond membership free trial, and got charged for a full year. I read that I can get a refund if it's my first purchase, so I sent in a refund request through the support website. A few hours later I got a response, asking if I was sure I wanted the full refund or if I just wanted to change my membership tier. I responded that I wanted to cancel and get refunded the whole amount, but haven't received an answer for 2 days. Why is it taking so much longer than when I got the original response?
Hey, did you get your refund. I am also in similar situation.
I asked for a refund, and a customer service representative sent me an email, but there was no mention of whether chess.com would issue the refund. I have sent four emails to him, but I have not received any replies. I can't even use the "help" option in the left panel anymore.
Divide_Muted wrote:
I asked for a refund, and a customer service representative sent me an email, but there was no mention of whether chess.com would issue the refund. I have sent four emails to him, but I have not received any replies. I can't even use the "help" option in the left panel anymore.
Hey, I received my refund within 24hrs. I will suggest you to reply back to the email you received that you want your full refund. And can you please tell what they had said in reply mail?
Mar 30, 2024
0
#7
Divide_Muted wrote:
I asked for a refund, and a customer service representative sent me an email, but there was no mention of whether chess.com would issue the refund. I have sent four emails to him, but I have not received any replies. I can't even use the "help" option in the left panel anymore.
If the initial email was from a staff member, it likely asked you some questions and if you replied that you still wanted a full refund, they'll provide that. However, depending on when you received it and replied, it's possible the staff member is in their weekend and won't resolve it until they return
Martin_Stahl wrote:
Divide_Muted wrote:
I asked for a refund, and a customer service representative sent me an email, but there was no mention of whether chess.com would issue the refund. I have sent four emails to him, but I have not received any replies. I can't even use the "help" option in the left panel anymore.
If the initial email was from a staff member, it likely asked you some questions and if you replied that you still wanted a full refund, they'll provide that. However, depending on when you received it and replied, it's possible the staff member is in their weekend and won't resolve it until they return
Thanks for replying me. The staff replied me and told me they would refund.
I did not cancel my trial and got charged a full year, it is not clear at all this would happen. I contacted support and they responded asking if they can keep me at a discounted price. It’s my first purchase and within 30 days as I tried to cancel the same day it came out. I responded to that message on a Wednesday saying I want the full refund. They were still online as it says at the top and no one has responded to me still, it is currently Friday so not a weekend. Doesn’t always take this long to reply to the second message? They responded quick the first time
6 days ago
0
#10
Bagelworth wrote:
I did not cancel my trial and got charged a full year, it is not clear at all this would happen. I contacted support and they responded asking if they can keep me at a discounted price. It’s my first purchase and within 30 days as I tried to cancel the same day it came out. I responded to that message on a Wednesday saying I want the full refund. They were still online as it says at the top and no one has responded to me still, it is currently Friday so not a weekend. Doesn’t always take this long to reply to the second message? They responded quick the first time
Yes, the first response was probably the AI bot. It usually takes a lot longer to get a response from a human. If you made it to the point that you received a form to request the refund and submitted it, you should be all set. If you didn't make it to the form, you should go in and look for it.
justbefair wrote:
Bagelworth wrote:
I did not cancel my trial and got charged a full year, it is not clear at all this would happen. I contacted support and they responded asking if they can keep me at a discounted price. It’s my first purchase and within 30 days as I tried to cancel the same day it came out. I responded to that message on a Wednesday saying I want the full refund. They were still online as it says at the top and no one has responded to me still, it is currently Friday so not a weekend. Doesn’t always take this long to reply to the second message? They responded quick the first time
Yes, the first response was probably the AI bot. It usually takes a lot longer to get a response from a human. If you made it to the point that you received a form to request the refund and submitted it, you should be all set. If you didn't make it the form, you should go in and look for it.
justbefair wrote:
Bagelworth wrote:
I did not cancel my trial and got charged a full year, it is not clear at all this would happen. I contacted support and they responded asking if they can keep me at a discounted price. It’s my first purchase and within 30 days as I tried to cancel the same day it came out. I responded to that message on a Wednesday saying I want the full refund. They were still online as it says at the top and no one has responded to me still, it is currently Friday so not a weekend. Doesn’t always take this long to reply to the second message? They responded quick the first time
Yes, the first response was probably the AI bot. It usually takes a lot longer to get a response from a human. If you made it to the point that you received a form to request the refund and submitted it, you should be all set. If you didn't make it to the form, you should go in and look for it.
hey haven’t sent me a form, last contact was them asking if I want a partial refund 2 days ago. They aren’t responding to any questions now. Bit of a nightmare to get through to someone. Was AI to begin with them supposedly a real person called Fredrick, no response since though
4 days ago
0
#13
Bagelworth wrote:
hey haven’t sent me a form, last contact was them asking if I want a partial refund 2 days ago. They aren’t responding to any questions now. Bit of a nightmare to get through to someone. Was AI to begin with them supposedly a real person called Fredrick, no response since though
They'll reply. Once a staff member has the ticket they work it to completion, unless they have to transfer it to someone else. Depending on staff schedules, ticket loads, and time zone differences it can be a few days for further responses
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