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    Why has my payment not been credited to my account?

    Asked by rsksoccer on October 20, 2015 at 12:18 PM

    We are receiving emails stating that we should upgrade our account because we are on a free account and have reached 10 payments per month.

    In August there was a fraud dispute on one of our payments (one of the staff members forgot that we were using the company card for jotform payments).  This dispute was handled and on 8/28/2015 a payment in the amount of $199.50 was made which should have been for the entire year.

    Please advise.

    Beverly Carrey

    Richmond Strikers Soccer Club

     

    my account Emails JotForm card and
  • Profile Image
    JotForm Support

    Answered by david on October 20, 2015 at 01:58 PM

    Hi,

    I see the payment that was made on July 6th that was disputed but I do not see the payemnt on August 28th.  I see the email follow up requesting to re-run the credit card but we are unable to do so from our end.  Was the payment refunded?  Do you have the confirmation number for the payment that was made on 8/28?  Our logs are a bit scarce regarding the dispute, my apologies for my lack of information.

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    Answered by rsksoccer on October 21, 2015 at 11:58 AM

    I do not have a confirmation number on the 8/28 charge.  The charge was made on Bank of America Visa ending in 5839.  Card issued to Carlos Martinolli.  

    The original charge was made on July 6th and reversed on July 9th due to a fraud dispute.  When it was realized by Mr. Marinolli that this was indeed a good charge, JotForm was contacted and stated that it woulg be resolved with the payment made on 8/28 in the amount of $199.50

    The credit card statement shows the 8/28 payment description of "fraud dispute".

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    JotForm Support

    Answered by david on October 21, 2015 at 01:08 PM

    I will forward this to my manager to have her check with Stripe to see what is going on.  I do not see the charge on 8/28 on my end but she will most likely be able to tell you exactly what is going on.  I have reset your submission limits and removed the pending downgrade to ensure your forms remain active while this is looked in to.

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    JotForm Support Manager

    Answered by Jeanette on October 21, 2015 at 01:51 PM

    Hello Beverly

    According to our records, the dispute went through

     

      A total of $214.50 was withdrawn from our account, which includes the fees Stripe charged us

     

    In light of this, you should check with your bank to know why this was not credited back.

    On regards to the account, let me know if you wish to re-upgrade so I can send you a link with the previous pricing structure, because at this time the prices have increased.

    Kind regards.

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    Answered by rsksoccer on October 21, 2015 at 02:07 PM

    Thank you for researching this.  I've sent this to our accountant and they can deal with the bank.

    Yes, we would like to upgrade.  Please send the link to recreation@richmondstrikers.com and we will make the payment this week.

     

  • Profile Image

    Answered by rsksoccer on October 26, 2015 at 10:45 AM

    We have contacted our bank (Bank of America) and they have assured us that you will receive payment within 24-48 hours.  Their normal policy for disputes is 90 days which is what has caused the problem.

    Please let me know if you do not receive your payment.

     

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    JotForm Support

    Answered by david on October 26, 2015 at 12:00 PM

    With the way the payment is being processed, there may be an issue automatically applying the subscription.  If the payment goes through and you do not see the subscription, let us know and we will update your account status manually.