Cancellation refund

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  • I was supposed to order a license of “ Fixed-seat License” but I paid different license of “Floating-seat license” So I clicked cancel button and I’ve thought it was cancelled and would be refunded until I got a demand of payment surprisingly. I hope that you could fix my mistake and remove the cost of the wrong order form the bill.




    Case number


    00874332.



    Invoice number


    INV00157928



    Please check and reply




    Best regards

    • Official Post

    Seyoun Park , please kindly contact licensing@enscape3d.com with the information you've shared here - they'll be able to help you in no time! :)

  • I have the same issue. The problem in my case is because of your system didnt change my payment method so i had to make the payment via the sketchup button and that made a new subscription license. After some hours, your system got fixed and activated the old license and now im stucked whith an aditional license that i don need. Please, help me. The cost of this software is very high for us here, i cant afford to pay something that im not gonna use.


    Thank you

    • Official Post

    I have the same issue. The problem in my case is because of your system didnt change my payment method so i had to make the payment via the sketchup button and that made a new subscription license. After some hours, your system got fixed and activated the old license and now im stucked whith an aditional license that i don need. Please, help me. The cost of this software is very high for us here, i cant afford to pay something that im not gonna use.


    Thank you

    Please also kindly contact licensing@enscape3d.com and I am sure they'll be able to work something out with you. Thanks a lot!

  • Please also kindly contact licensing@enscape3d.com and I am sure they'll be able to work something out with you. Thanks a lot!

    Thank you for your fast response. I've just received this message from that email: "Please be aware that we are currently experiencing a high volume of cases, and our response times may be affected"


    How much time can I spect to get an answer? days, weeks or months? I really really need that money back the sooner possible

    • Official Post

    Thank you for your fast response. I've just received this message from that email: "Please be aware that we are currently experiencing a high volume of cases, and our response times may be affected"


    How much time can I spect to get an answer? days, weeks or months? I really really need that money back the sooner possible

    Should be at most a couple of days, definitley not weeks or months.

  • Hello Seyoun Park,


    Plase, tell me, did they refund you?

    Till today they have not answered my email yet. I´m really worried. Please, tell me if they refund you.


    Thanks,


    Best regards

    • Official Post

    Demian, good morning. Please try to help me. It’s been four days and I haven’t had an answer. The Case Number is 01073815 and my email is josemariamori@gmail.com. Please try to find out what’s going on with my case.


    Thank you

    You will receive a reply rather soon - We'll have to ask for just a bit more patience until this gets resolved. I can see the e-mails you've sent us and your inquiry will be processed as soon as possible. There might've been a delay due to the weekend in between, so please simply give it a bit more time and you'll receive your refund accordingly.

  • You will receive a reply rather soon - We'll have to ask for just a bit more patience until this gets resolved. I can see the e-mails you've sent us and your inquiry will be processed as soon as possible. There might've been a delay due to the weekend in between, so please simply give it a bit more time and you'll receive your refund accordingly.

    Thank you, Demian


    After 5 days of wait I had a positive answer. I understand the delay but I was so worried at that time.


    I leave this comment so any one who have the same issue again to know that Enscape will return your money. Just have calm and wait.


    Thanks

    • Official Post

    Hi Demian,


    I have and Annual Floating license, with a renewal date of 8/23. If I cancel my licnese before that renewal date, will I get money back for the remaining months of the license?

    This would be a question and inquiry better suited for discussion with licensing itself, so please kindly get in touch with licensing@enscape3d.com - You can simply share the same question of course, and thanks a lot for your understanding.