Updates to Refunds and the Software Fee

March 25, 2020

A letter from our team about refunds and the software fee.

Dear Customers,

We wanted to directly address the change in refunding our software fees in certain scenarios. From our founding, we set out to make great products at an affordable price.  We know what it feels like to be overcharged and underappreciated. We are real people here, who care deeply about our customers' success.

First, it’s important to know that there is only one scenario where we’ve historically refunded our software fee: If you are using Webconnex Payments and you are offering a 100% refund.This isn’t to penalize anyone, but because we believe we’ve earned our 99 cent fee at the time the registration is completed.

Here’s the reason that we’ve historically refunded our fee when you’re using Webconnex Payments (WePay). If you refund less than 100%, none of the credit card fees go back. If you refund 100%, all of the credit card fees go back. So, in order to keep our customers from losing the credit card fees, we've just been putting our fee back too. We did it to be good partners, but nowhere did we ever have a policy that our fee was always refundable, because in a lot of cases it never has been.

As a side note, it’s great that you’re with Webconnex Payments because a lot of other payment processors don’t even return the credit card fee at all when a transaction is refunded. So, if you want to refund your participants in full, we don’t want you to also lose the processing fee (which is typically much higher), so we give customers the option to refund in full and pay our fee on a credit card.

We’ve always tried to be transparent with our customers. So in full transparency, this change is part of our efforts to avoid layoffs for our people. We are doing everything we can to bring you the same product and service at a great rate.

Our customers have been really understanding in these trying times. However, like a lot of affected businesses, we want to make this right if you’re feeling like it’s unfair in any way. So, we’re willing to give you an offsetting credit for future registrations in the equal amount. We’d just ask that it be at least $100 because we need to process them manually.  

Thank you for being in our corner,

John, Eric & The Product Team

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