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- This topic has 4 replies, 2 voices, and was last updated 10 years, 11 months ago by
Steven Zahm.
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AuthorPosts
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09/06/2015 at 11:16 pm #345800
Robinton
ParticipantMy license key for Pro Pack expires September 9. I purchased a renewal just now, entering my license key on the form and pressing the button to renew the key. But nothing happened when I did that – the button depressed when I clicked it, that’s all. And after I hit checkout and paid (with PayPal), the email gave a new license key for Pro Pack and a license key for all the plugins that come with it.
I don’t want to have to change a whole bunch of license keys. Can I get my order assigned to the old key in time? And if not, do I have to change the key for every Connections plugin? And if so, how do I do it?
Your site should work. I shouldn’t have to deal with this hassle.
Thank you.
Robinton
09/07/2015 at 9:27 am #345856Steven Zahm
Keymaster@ Robinton
First, thanks for your initial purchase and you’re renewal of the support. I know the renewal function does work because others throughout the day every day purchase renewals without issue. So I’m not sure what went wrong with your renewal.
I’m looking into this right now and will make the necessary changes to get this resolved.
09/07/2015 at 9:56 am #345857Keymaster@ Robinton
Unfortunately I was not able to duplicate the error on the site… this is what I did to try to replicate:
- I clicked the renewal link included in the renewal email notice. The cart loaded with the item with the renewal discount applied.
- I copied the support license key from the renewal email notice. Add the item to the cart. Click the renewal link, pasted the key and clicked the apply button the renewal discount was applied.
Because the purchase that was made was a “new” purchase instead of a “renewal” purchase, you received all new support license keys and paid full price instead of the discounted renewal price.
Here’s what I’m going to do fix it for you…
I’m going to refund you the amount you should have received as a discount, $15 (minus the PayPal transaction fee of about .40). I then will “cancel” this purchase. I will then manually renew your original purchase for another year + additional 3 months for your trouble. The new expiration will be 12/09/2016.
When this is completed, the new support license keys you received will be invalid and you will be able to continue to use your existing support license keys.
Again, my apologies that there was an issue when purchasing a renewal.
09/07/2015 at 12:26 pm #345867ParticipantSteven,
I had a lot of windows and browser tabs open at the time, so my computer was quite slow. Even though I waited awhile after hitting the renewal button, it’s possible that my computer hadn’t processed the request before I hit checkout.
Your prompt, totally satisfactory response, including both the actions you took and your detailed explanation, is a perfect example of how customer service SHOULD be done.
Kudos!
Robinton
09/07/2015 at 7:39 pm #345889Keymaster@ Robinton
Great to hear and thanks!
If you have a moment, I would truly appreciate a review as they really make a difference. Many thanks in advance!
https://wordpress.org/support/view/plugin-reviews/connections
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AuthorPosts
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