reoccurring payment charge

  • Profile Image
    Emilie Hardman 
    Asked on December 11, 2020 at 12:11 PM

    hello, I was billed : Transaction ID

    5TV2185104113161L

    Seller info

    Jotform Inc.

    http://www.jotform.com/

    support@jotform.com

    Purchase details

    Purchase amount

    $190.00

    I asked that this charge not go through and canceled my account but apparently not in time. Would you please issue a refund for this charge and cancel my service?


    Thanks,

    Emilie

  • Profile Image
    enterprisesupportteam
    Answered on December 11, 2020 at 01:58 PM

    Hello Emilie,

    We do apologize for the inconvenience that you have experienced.

    I searched our records and I was able to find one account under the email address that you have shared with us emilie.hardman@gmail.com, but, it seems that this account is set to Free and there are no records of payments made for this account.

    However, with the Transaction ID that you have shared, I did find another account under the username ehardman that is currently on a Bronze account and has been charged just today for a plan renewal.

    To clarify, you would like to cancel this account subscription and request a refund for your late payment, correct?

    We will wait for your verification to proceed with the cancellation and refund.

  • Profile Image
    Emilie Hardman 
    Answered on December 11, 2020 at 02:15 PM

    yes thank you, please cancel the Bronze account.

  • Profile Image
    enterprisesupportteam
    Answered on December 11, 2020 at 02:26 PM

    Thank you for the confirmation.

    Since your account is being paid for via PayPal, I will need to add you to our PayPal refund list. There, our payments team will handle your subscription cancellation and refund.

    Once the subscription is cancelled and refunded, you will receive a notification regarding the changes. Then, you can expect the refund to take effect within 3 to 7 business days.

    Please let us know if you have any further questions or concerns, we are always happy to help.