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drop the premium account

XZ

Hi, I asked about this question once, but nobody follow up and gave me the solution.

I like to drop the premimum account, here is the payment information:

Reference Number: S6FD98HJ
Order name appeared on credit card: DOIST LTD. 8663291530 NY

last 4 digits I used to pay : 7470

All responses

XZ
Xiaohan Zhang
Replied on Dec 22, 2013 - 00:10 UTC

last time, the agent told me it can be done. but he need the order number. I am not sure which of them is he asked.
but let me know asap.
thanks

David Trey staff
Replied on Dec 22, 2013 - 13:27 UTC

Hello Xiaohan,

The reference number you've posted doesn't seem to be from any payment system we support. If you've paid for Premium directly at todoist.com using a credit card, you can find the ID in the email you've received upon purchase, it will look like this:

ch_hIg46dYLOf1

If you've paid through the Apple Store, then you'll need to contact Apple and they will agree to refund 70% of the purchase price (as they don't allow us to process refunds).

If you've paid through a separate third-party side selling Premium for Todoist, please contact this site directly.


Best regards,
David

XZ
Xiaohan Zhang
Replied on Dec 22, 2013 - 14:52 UTC

Hi David,
can you check the reference id for me.
I cannot find the confirmation email, that is the problem.
The reference id I gave to you is from my credit card transaction information history.
many thanks

David Trey staff
Replied on Dec 22, 2013 - 14:57 UTC

Xiaohan,

Unfortunately, we can't check the ID. In fact, we need the ID to find the payment as the payment system itself has some limitations when it comes to detailed searching for related data.

In other words - with the payment ID we can find both the payment and the related account, but based just on the account, we can't locate the related payment.

Please check your spam box both in your email client (if you use one) and directly in GMail. The receipt was sent from support@todoist.com


Best regards,
David

XZ
Xiaohan Zhang
Replied on Dec 22, 2013 - 15:03 UTC

I don`t think this make sense. when I upgrade, there is no emphasizing that it is our customers` responsibility to keep the payment information.
Thank you for the help. But I will have to bbb your company and try to find a way out.
have a good day.

David Trey staff
Replied on Dec 22, 2013 - 15:09 UTC

Xiaohan,

We're very sorry for the inconvenience. It's a very common practice to require a payment receipt when requesting a refund almost anywhere.

Again, we do not reject your request, we agree to send you a refund, but our only technical option to do so is to enter the ID of the payment to our payment system to locate and refund it. Have you searched all spam and trash folders on Gmail? Also, did you try to contact Gmail to retrieve a deleted message? Apparently they even keep deleted accounts that can be completely retrieved within 6 months.


Best regards,
David

XZ
Xiaohan Zhang
Replied on Dec 22, 2013 - 15:39 UTC

Yes, I have searched all my mails. Actually I have found every email from todoist, but not the one has payment id. The only email i received on Nov 27th (the day I upgrade) looks like

Hi Xiaohan
Thank you for choosing Todoist as your personal task manager. We've managed over 25 Million tasks and are looking forward to helping you tackle your todo list.
...

READ OUR TUTORIALS
...


CONTACT SUPPORT
...


and I don`t remember I have received any other todoist email on the same day.


I understand you are going to need the payment id to process. So I will use BBB to get touch with the manager and see if I can retrieve the email from his side.