How to submit claim under money-back guarantee? All my efforts already failed...

lukas.hasik · 2015-09-20T13:05:45.000Z

mbr post:1:

On 7 Sep 2015, I purchased 1-yr license under 30-day money-back guarantee. On 17 Sep 2015, I checked thoroughly “My Account” but found no way to put up a request for refund.

Then I checked my “Avast–Order Confirmation” which was sent by “avast@ndslindia.com”, and therefore, I sent them a request for refund. But the mail got returned undelivered.

Next, I googled “how to claim refund from Avast under their 30-day money-back guarantee”? Responses were not at all encouraging. Other customers who had purchased Avast had narrated their experience. I wish, I had checked this before making payment. That would have dissuaded me from buying Avast.

I, then, sent a refund request to ccare@avast.com. An automated reply came asking me to visit https://www.avast.com/support. So, I went there and finally landed at “My Account” page from where I had begun my journey.

So, what’s next? I seek your advice. Please help.

MBR,
I can confirm that we received your request. You received a confirmation into your email.
We’ll get back to you soon.

No worries. If you are in the 30 days refund warranty then you are eligible for the refund.
Lukas

system · 2015-10-13T18:15:36.000Z

Ticket ID #NUL-234-48506 of 19 Sept

Vladimir Hornicek confirmed on 21 Sep that online shop had been notified to refund the amount.

He also clarified that the refund process could take up to a maximum of 15 working days.

Three weeks later, I find that my license still shows as Valid in My Account!

This should mean that simply no action has been taken to process the refund even after three weeks.

Rather strange, isn’t it?

DavidR · 2015-10-13T18:57:18.000Z

I have tried to attract attention to your plight again.

system · 2015-10-13T19:06:47.000Z

DavidR post:10:

I have tried to attract attention to your plight again.

Thank you. This might help.

Sincerely,
MBR

avastuser3796 · 2015-10-13T19:19:10.000Z

If you can, you should try and censor your email… And PM it to someone (Staff) when/if they need it. Just so you don’t get spammed. Completely optional though.

system · 2015-10-13T21:12:52.000Z

Oh! I get it. Probably you wanted to caution me about personal details like email, etc. appearing on those attachments. I shall try to be careful in future. Thank you, Michael.

bob3160 · 2015-10-13T21:59:16.000Z

mbr post:13:

Oh! I get it. Probably you wanted to caution me about personal details like email, etc. appearing on those attachments. I shall try to be careful in future. Thank you, Michael.

You can edit your own post.

system · 2015-10-13T22:13:56.000Z

You can edit your own post.

Thanks, Bob. I did it.

bob3160 · 2015-10-13T22:53:39.000Z

mbr post:15:

You can edit your own post.

Thanks, Bob. I did it.

OK. I’ve also reported this to Avast to get you a reply.

system · 2015-10-13T22:57:21.000Z

Thanks again, Bob.

Eddy · 2015-10-14T00:03:12.000Z

He also clarified that the refund process could take up to a maximum of 15 working days. Three weeks later, I find that my license still shows as Valid in My Account!

Three weeks = 15 working days At least in theory you should receive the refund "any minute now" as they say. Keep in mind that when avast has made the refund it doesn't mean you will receive it right away in your account. It not only depends on avast but also on what bank(s) are involved. There are, strangely enough with all the automation, banks that don't transfer money between them in the weekends.

Vladimir Hornicek confirmed on 21 Sep that online shop had been notified to refund the amount.

I doubt that since it is not a shop that takes care of refunds but avast itself. I guess you read and/or worded it wrong.

I would say wait till the end of this week and see if you have received the refund or not.

On a side note…
It is a good practice to never mention your email on a public webboard.
Everyone can read it and “harvest” it to send you spam and other mails.

lukas.hasik · 2015-10-14T13:13:16.000Z

@mbr - we (Vladimir) started the refund process. I’d love to make it faster however it’s in hands of our India distributor now… Unfortunately the process takes a bit longer than with DigitalRiver.

Please let us know when you receive the money. Our provider estimated that the latest delivery day for the money should be 28.10.

thank you for understanding
Lukas

system · 2015-10-14T21:00:27.000Z

lukas.hasik post:19:

@mbr - we (Vladimir) started the refund process. I’d love to make it faster however it’s in hands of our India distributor now… Unfortunately the process takes a bit longer than with DigitalRiver.

Please let us know when you receive the money. Our provider estimated that the latest delivery day for the money should be 28.10.

thank you for understanding
Lukas

Lukas, I appreciate your explaining the situation with regard to change in distributor. I didn’t know about that.

Now, I have a good news: I received the money back in my credit card account.

So, its time to close this case with thanks to you and Vladimir at Avast.

Also, thanks to DavidR and Bob3160. For, they voluntarily forwarded my case to those who could have helped expediting the process. This is first time, on any forum, I saw an example of such empathy!

“All’s well that ends well”!

DavidR · 2015-10-14T21:09:55.000Z

You’re welcome, glad that your issue is now resolved.

bob3160 · 2015-10-14T21:27:11.000Z

@ mbr,
Glad it’s solved. This is the support forum. Just because most of us are volunteers, doesn’t mean we don’t care.
As you’ve seen, when Avast is needed, they usually jump in and do their part. (Team work.)
If we can ever be of any other service, simply post your problem and someone will jump in.

system · 2016-03-14T19:18:43.000Z

Bob, could help me also in the same case as I have submitted my request but no actions has been taken on it …can you please ask someone to look for it…the ticket no. is #233856. It would be very nice of you…
THANKS

Pondus · 2016-03-14T19:33:40.000Z

@varundevj reported

bob3160 · 2016-03-14T19:40:45.000Z

varundevj post:23:

Bob, could help me also in the same case as I have submitted my request but no actions has been taken on it …can you please ask someone to look for it…the ticket no. is #233856. It would be very nice of you…
THANKS

Pondus already did it.

system · 2016-03-22T05:58:48.000Z

they closed my ticket without giving me any proper reply for ticket #233856, so submitted a new ticket with the whole story of how that day I did two orders and first one was a mistake as I accidentally ordered license for 2 years but I later cancelled it. So the new ticket I submitted is having ticket id #248340. Please report it else my 30 days come to an end and then they will say that 30 days are over and they can’t process my refund.
I am most grateful for any help

moroni · 2016-03-22T08:48:41.000Z

varundevj post:26:

they closed my ticket without giving me any proper reply for ticket #233856, so submitted a new ticket with the whole story of how that day I did two orders and first one was a mistake as I accidentally ordered license for 2 years but I later cancelled it. So the new ticket I submitted is having ticket id #248340. Please report it else my 30 days come to an end and then they will say that 30 days are over and they can’t process my refund.
I am most grateful for any help

According to our records, the ticket #233856 was closed by yourself ???
Anyhow, you have already requested a refund within 30 days so it will be processed.

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