Forum Discussion

Patricia Fernandes's avatar
Patricia Fernandes
Explorer | Level 4
3 years ago

Why did I receive a refund without requesting it?

The payment for my subscription was made normally, in my PayPal account, but an hour later I received a message about a refund of this payment. Why did this happen? I didn't ask for any refund. Is th...
billing
cancellations
Payments
Refunds
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Thanks for your reply, Patricia.

 

If a refund was processed for your current subscription, your account would have been downgraded back to the free version.

 

Is it possible that this refund is related to a different account?

Patricia Fernandes's avatar
Patricia Fernandes
Explorer | Level 4
3 years ago

I haven't received a message from Dropbox about any changes to my subscription. In my profile, everything remains the same, with my current plan and showing the charge for June 5th. But it doesn't mention anything about cancellations or refunds. This is the only paid account with a contracted plan that I have, my account is already quite old.
I'm trying to get help on the live chat but it doesn't seem to be working, I click on the button but it doesn't take me anywhere. I'm very worried, my files are in Dropbox and I'm afraid that my account will be deleted without my authorization due to lack of payment, since I paid regularly.

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Patricia Fernandes, if you didn't receive any communication from Dropbox directly, then PayPal must've refunded your account for a reason. Have you tried contacting them directly regarding this matter?

     

    Even if your account is downgraded to a Basic plan, you will still be able to access it from the site, though syncing will pause if you're overquota.

    • Patricia Fernandes's avatar
      Patricia Fernandes
      Explorer | Level 4
      3 years ago

      I already spoke with PayPal and the refund was not requested by them. I was informed that this occurred within Dropbox itself. I just saw that Dropbox made a new charge and this time I can already see the receipt in my payment history. But I couldn't get any assistance through the chat to find out what happened.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Thanks for the update, Patricia!

         

        Can you check if your subscription is okay? It's not downgraded or anything, right? 

         

        Does everything seem okay otherwise? No double charges?

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