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The customer wanted to cancel their Avast subscription and refund their payment. After discussing various refund options, the customer service representative agreed to provide a 75% refund of the payment and cancel any future charges to the customer's account.

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platxteam
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15 views2 pages

Transcript

The customer wanted to cancel their Avast subscription and refund their payment. After discussing various refund options, the customer service representative agreed to provide a 75% refund of the payment and cancel any future charges to the customer's account.

Uploaded by

platxteam
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Me (3/3/2023, 6:34:45 PM): You wrote: i want to refund my payment and stop

subscription
Mohanram (3/3/2023, 6:34:45 PM): Welcome to Avast Live Chat!
My name is Mohanram and I will assist you today.
Mohanram (3/3/2023, 6:35:01 PM): Hello, Roy!
Me (3/3/2023, 6:35:06 PM): i want to cancel my payment and stop subscription
Me (3/3/2023, 6:35:30 PM): i already chat in the last time and say to stop payment
Me (3/3/2023, 6:35:41 PM): but today we get payment from my credit card
Me (3/3/2023, 6:35:48 PM): order id 120976145500
Mohanram (3/3/2023, 6:36:14 PM): I am sorry to hear that and I realize you want
refund for the recently renewed subscription, Avast Ultimate is that correct?
Me (3/3/2023, 6:36:27 PM): yes
Mohanram (3/3/2023, 6:36:40 PM): We understand that nobody likes an unexpected
bill. That's why we try to keep our customers updated and informed in a few ways.
On the right-hand side of your order page, we advise that the service will auto-
renew (unless changed by the customer). Then, we send another notification around
30 days prior to auto-renewal, advising of the payment date and amount.
Me (3/3/2023, 6:37:18 PM): i try to login but my email doen't exist
Mohanram (3/3/2023, 6:37:53 PM): Can I change this to your active email address?
Me (3/3/2023, 6:38:00 PM): i need to cancel my payment
Me (3/3/2023, 6:38:07 PM): how should i do now
Me (3/3/2023, 6:38:23 PM): i only have 1 email
Me (3/3/2023, 6:38:27 PM): [email protected]
Mohanram (3/3/2023, 6:39:44 PM): I can give you 50% refund which is IDR 270000 with
cancellation of your subscription so you will not be charge for your future
payments!
Me (3/3/2023, 6:41:05 PM): no .. please refund my 100% payment
Mohanram (3/3/2023, 6:42:16 PM): where you agreed to its terms and conditions to be
charged for a 1-year subscription from this through auto-renewal service.
Mohanram (3/3/2023, 6:42:39 PM): I gave the best offer to you, Roy!
Me (3/3/2023, 6:43:25 PM): before avast charge my card, i have chat this service to
cancel all payment
Me (3/3/2023, 6:43:35 PM): but now they charge me
Me (3/3/2023, 6:43:54 PM): i have proof for chat cancelation with avast service
Mohanram (3/3/2023, 6:44:03 PM): But you have disconnected that chat, so no
conirmation email has been sent tou you!
Mohanram (3/3/2023, 6:44:11 PM): The subscription is still subscribed, Roy!
Me (3/3/2023, 6:44:36 PM): please refund my payment. i don't have a lot of money.
i have many loan
Me (3/3/2023, 6:44:53 PM): very difficult nowadays
Me (3/3/2023, 6:44:56 PM): please help me
Mohanram (3/3/2023, 6:45:40 PM): I can make a refund of 75% which is IDR 405000 of
the sum you paid, and you will be able to keep the service for the following year
at just for IDR 1350000.
Me (3/3/2023, 6:46:11 PM): why i cannot get full money
Mohanram (3/3/2023, 6:46:42 PM): As I already stated above, Roy!
Me (3/3/2023, 6:47:15 PM): wait in 1 mminute
Mohanram (3/3/2023, 6:48:09 PM): Yes.
Me (3/3/2023, 6:48:54 PM): https://prnt.sc/IFj8hy8rpSU9
Me (3/3/2023, 6:48:57 PM): please check this
Mohanram (3/3/2023, 6:49:26 PM): May I know what is this?
Me (3/3/2023, 6:49:59 PM): this proff email from avast that the payment has been
canceled
Mohanram (3/3/2023, 6:50:34 PM): No you only have a disconnected chat email, Please
I am helping you!
Mohanram (3/3/2023, 6:50:55 PM): Your subscription is still subscribed, Roy!
Mohanram (3/3/2023, 6:52:23 PM): I have not heard from you for a few minutes. Would
you like me to keep this chat session open for you?
Me (3/3/2023, 6:52:31 PM): ok refund me 75% and cancel all payment in future
Me (3/3/2023, 6:52:42 PM): i not want to make a payment in 2024 again
Me (3/3/2023, 6:52:58 PM): after this .. don't charge my credit card again
Mohanram (3/3/2023, 6:53:00 PM): Your continuous subscription has been cancelled,
which means that you will not be charged for renewal once your subscription
expires, yet you will be able to use the service by the end of the current period.
Me (3/3/2023, 6:53:25 PM): so when i get my 75% refund
Mohanram (3/3/2023, 6:53:31 PM): Thank you for the confirmation, Roy! I have
successfully initiated the partial refund process for the order no: 120976145500.
Please note that it may take 5 to 7 business days.
Mohanram (3/3/2023, 6:53:43 PM): Case Number
17574639, please use this case number future reference and thank you for your time
and patience. I’d like to make sure that you’re completely satisfied with the
support I offered. Is there anything else I can do for you?
Me (3/3/2023, 6:54:00 PM): where can i find the update ?
Mohanram (3/3/2023, 6:54:25 PM): Which update?
Me (3/3/2023, 6:54:42 PM): the refund
Mohanram (3/3/2023, 6:55:01 PM): It will reflect to your source account!
Me (3/3/2023, 6:55:17 PM): it will send to my email too ?
Mohanram (3/3/2023, 6:55:48 PM): Yes, you will get!
Me (3/3/2023, 6:56:03 PM): ok
Mohanram (3/3/2023, 6:56:50 PM): You are most welcome and thank you for your co-
operation. I'll be ending the chat session now. If you need any further assistance,
do feel free to contact us back. Thank you for contacting Avast care. Have a nice
day!

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