Reply from BilloAug 15, 2023
We appreciate your feedback regarding your recent experience with our service, and we're truly sorry for the inconveniences you encountered. Your concerns are important to us, and we're committed to addressing them to enhance our service quality.
We sincerely apologize for the delay in delivering your videos. We understand how crucial timely delivery is, and we're actively investigating the cause of these delays to prevent such occurrences in the future.
Regarding your concern about aspect ratio changes, we would like to clarify that each task can only accommodate one product and one aspect ratio. We understand that this limitation might not align with all user preferences, and we're evaluating options to enhance this aspect of our service.
We understand the frustration caused by the inability to change aspect ratios after creators have begun working on a task. However, we made an exception in your case. We issued you a credit code to allow you to create a new task with your preferred aspect ratio.
In regards to the refund request, we apologize for any misunderstanding. As per our refund policy, cancelation requests need to be made within a specific timeline, and unfortunately, we couldn't process the refund in this case.
Once again, we deeply regret the challenges you've faced, and we're committed to making things right.
Thank you for sharing your experience with us. Your feedback serves as a valuable opportunity for improvement, and we're determined to learn from this and enhance our service for all our customers.
