Billing question

[JJHam]

Who do I contact about a billing issue? I purchased the News theme twice.

The second time was for an upgrade. It was unclear from the Studiopress that the News upgrade was free.

My purchase date was August 29. I would like to exchange the second News purchase for another theme or credit the money back.

[NicktheGeek]

Please use the contact form
http://www.studiopress.com/contact

Also, please bear with us if there are slow responses. Unfortunately a big chunk of our support team is either under the gun with the hurricane (I'm in the likely to lose power area myself), having health problems, or out for a scheduled event. It's a bit of a perfect storm meets Frankenstorm. Sorry for any inconvenience this may cause.

[tag]

Nick, I wish all of you the best that are experiencing Sandy Frankenstorm. I have requested a refund for ID 4744377942 - EXE-GEN StudioPress - Executive Child & - hit the submit button. I purchased this on October 27, 2012. Not sure if the 2 requests went through and not sure if this is the "Support Forum" the auto-response was referring to, but wanted to give it a go. Please let me know if it the refund request went through, or what else I need to do. May you all get through 'Sandy" safely.

[NicktheGeek]

I think I see the request in there. I'm not able to process the refunds as I don't have access to that side of the system, but it should be handled within 24 hours unless the people who can get into that all end up losing power ... Hoping that doesn't happen. My power has been flickering though, so we'll just have to wait and see.

[JJHam]

Tag, be careful. StudioPress will keep you money if you are not careful.

I was just told by StudioPress that, even though I bought a theme twice, they were keeping my money because it was after 30 days. I guess after 30 days it's okay to take a customer's money and not give them any service or product.

Also, the billing support people don't use last names. I guess it makes it easier to take someone's money when you don't have to say who you are.

[NicktheGeek]

JJ,

I just reviewed this with Kim Clark and she had already taken care of this in support desk. From what I can see you have been given a full refund for the second purchase even thought it is outside the 30 day range. Please understand that some of the refund policies are tied to the purchase system used. It locks down the sale eventually and we simply cannot process the refund.

Thank you for your understanding. Since this is resolved I'm going to close this thread.