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I want a refund for a team member license that was bought accidentally

I want a refund for a team member license that was bought accidentally

Chris Kearney
New member | Level 2

Without my knowledge or understanding, there are settings that by default allow customers or business associates to request membership to our team which will automatically grant them a license. This request can also be approved by any team member.

This happened to me in May 2023, when we attempted to share some files with a business contact ([removed]). [removed]thought he was just confirming he wanted access to the files but the response somehow included a request to become a member. (I don't know if this is a default or not). In addition someone in my team, without understanding , confirmed his request and thus he was allocated an additional license created an additional cost for us.

Our annual renewal is October and as this is an auto renewal we did not notice this at renewal either. We are in the process of completing accounts which is why we noticed it today.

I have used Dropbox for many years, which started as a private customer and I have recommended many friends to use Dropbox. We have busy business lives and I need to be able to trust any business that I buy from on a regular basis without having to check every renewal license when it is issued. I assumed Dropbox fell into this category, however I have been told this morning that you will not refund this obvious error. If you look at the account in the name of [removed], you should see it has not been used other than to access a shared folder which we used to transfer some files.

I would like you to honor that this was an error and refund all monies paid in respect of [removed]'s account.

Thank you

Chris 

 

[personal information removed per the Community's Guidelines]

3 Replies 3

Walter
Dropbox Staff

Hi there @Chris Kearney - thanks for posting on our Community and sorry to hear about this.

 

The  best way to get assistance with this issue would be through our support channel as we'd need some sensitive info to look into this.

 

You can reach out to our support team directly through this page or via the Admin Console if you're the Admin of the team account in question. 

 

I hope this gets sorted for you soon! 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Chris Kearney
New member | Level 2

Hi Walter

I was directed to your page by your support team. Please see a copy of the chat below:

##- Please type your reply above this line -##

   

Ticket #23307833: Dropbox Support Chat 

 

 

[personal information removed per the Community's Guidelines]

Megan
Dropbox Staff

Hey, Chris!

 

I removed the info, due to the sensitivity, and personal info it contained there. 

 

I was able to locate your ticket number reference on our system, and left an internal note to the agent working on your case. I can see that you contacted them yesterday. 

 

Would you be able to respond back to them, and express your concerns there? I can't promise you anything, but maybe they can escalate your case, in order for our advanced agents to have a closer look.

 

Thank you! 😊


Megan
Community Moderator @ Dropbox
dropbox.com/support


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    Chris Kearney New member | Level 2
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