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I am sunsetting my company and left my zapier annual subscription renew, on accident, on September 6th.

 

When I saw the charge go through, on the day of, I contacted support via chat and then followed up on the next 2 business days. 

 

I have used 0 zaps, responded to the issue immediately by reaching out to support, and was denied.

A $588 charge for a service I will not been able to speak with a human about this matter over the phone or by email. It is maddening, and not right.

 

Is there a point of contact that is not some webchat where I can speak with someone able to make decisions about a refund?

Hi @Wes J,

Welcome to the Community! 🎉

You can contact our Billing & Accounts team for your billing concerns. You can contact them here: https://zapier.com/app/get-help

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Hopefully, this helps.

It isn't a problem to get in touch with them (though they limit communication to a webchat). The problem is getting my issue resolved at all. 

Hi @Wes J,

I completely understand how frustrating this situation is for you. Unfortunately, we don't have access to the same tools as our Support Team. I would suggest reaching out to them via email to continue the conversation.

Thank you for your patience and understanding.

When contacted via email they were similarly unhelpful and unwilling to resolve my issue, despite having the tools to do so. 

Hi @Wes J 👋

I’m so sorry about that unexpected charge and for all the hassle in getting through to our Support team. I did some checking through the Support tickets and it looks like you’ve disputed that charge with your bank and the team have confirmed that when the bank resolves the dispute in your favour, the funds will be returned to you.

Once that goes dispute process is complete your account will be automatically downgraded to the Free plan which will prevent any further charges in future. 

Please do keep us in the loop on how you get on and if there’s anything we can help with in the meantime please do let me know. Keen to ensure you’re all set! 🙂

Hi @Wes J 

Link to Zapier’s Refund Policy: https://help.zapier.com/hc/en-us/articles/8496277302157-Change-or-cancel-your-Zapier-plan

On August 30, 2024, Zapier subscriptions will no longer be refundable, subject to applicable local law.

@Troy Tessalone, that is a predatory policy and completely unacceptable. My personal policy is to not be taken advantage of vía webchat.

Thanks for sharing your concerns about the no-refund policy here @Wes J, I’m very sorry you feel that way about the updated policy. We appreciate your candor here and really do value this feedback. I’ve logged all the messages in this thread so that they will be further reviewed by the team and taken into consideration as they work to improve our policies further. We always aim to be as upfront as possible with our customers so that there aren’t any surprises, but I can understand how the recent changes to the refund policy can feel frustrating. 

If there’s anything else I can assist with in the meantime please do let me know. 

Just to circle back to this, my issue remains unresolved. 

Thanks for circling back in here, @Wes J. 🙂

I’m so sorry to hear it’s still unresolved. I’m not sure how long it will take for your bank to complete it’s review of the dispute and make a ruling. I’d recommend reaching back out to your bank to see if they can give an estimate as to when it it’s likely to be completed. Please do continue to keep us updated on progress, want to ensure this gets sorted! 

Same thing happened with our startup. reached out to cancel as we are no longer using the services. was able to downgrade to the free tier because apparently there is no way to cancel just downgrade. but because it was an hour after they had charged our card they now point to new No Refund refund policy that they installed last month.

Now Zapier customer support is basically saying we need to ask our credit card companies for a refund.

Just such a horrible feeling that they are doing this. 

 

 

Thanks so much for reaching out here @startup user. Really sorry to hear of the troubles here. I know we sent out emails to all customers to notify everyone in advance of the changes being made to the refund policy back in August, but it seems that this email notification was missed. 

As you’ve already discovered, there’s no way to cancel a charge that has already taken place. Since you’ve downgraded your account to the Free plan that should prevent any further charges going forward though.

If the Support team are unable to issue a refund to you then you’d need to contact your bank or credit card company to dispute the charge to get the funds returned. Very sorry for any additional hassle caused by having to do that. Please do let me know if there’s anything else I can help with in the meantime.

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