MXrouteReviews of mxroute.com

Reply from MXrouteMar 1, 2021

Roger had been a customer since February 10, 2017 on a service which renewed every two years. At time of signup, Roger chose to use a PayPal subscription to instruct PayPal to send us $40 every two years on February 10th. It is important to note that Roger did not give us authorization to pull $40 from his PayPal account, he instead instructed PayPal to send us $40 from his account every two years. This will be key to understanding the interaction. Our billing software, WHMCS, generates an invoice 14 days prior to due date and sends out emails to notify customers that it has done so. This will give them time to evaluate their payment method, the amount due, and warn them of the upcoming bill. At the top of the invoice email sent to Roger on January 27 were these two paragraphs: "You currently have a PayPal subscription active with us. You do not need to manually pay this invoice unless there is a problem with your PayPal account that prevents it from automatically sending us the payment. For you, the only reason for this email is that our billing software is not smart enough to not send this email out. If you pay this invoice manually and ignore this message, don't be surprised that your PayPal account pays us again later. A PayPal subscription is not an agreement to allow us to deduct money from your account. A PayPal subscription is an instruction from you to PayPal, instructing them to actively send money to us on the specified date. We can't skip a payment on your behalf because you paid it manually, that's not how this works. For some reason, an oddly significant number of customers don't understand this and get rude with us about it later. This is why we no longer allow new PayPal subscriptions. To be clear, if you pay this invoice twice we DID NOT double charge you. You double paid us. We didn't initiate anything but an invoice. We're excessively tired of being accused of wrongdoing on this every week of the year despite allowing no new PayPal subscriptions for several years. We're on the verge of cancelling all legacy PayPal subscriptions over it. We're happy to refund your mistake, but will cancel your service if you threaten a dispute due to your mistake." As you can tell from the wording, though we've disabled new PayPal subscriptions long ago, legacy customers on those old subscriptions regularly return to us and make accusations against us due to their incompetence on the matter. However, no amount of these interactions justify cancelling all PayPal subscriptions and punishing the thousands of customers that do not do this each year, so we instead opt for strong language that is only sent to these specific customers in these invoice emails. On February 3rd, our billing software sent out another automated notification to warn of the upcoming bill. Near the top of that email was this text: "You currently have a PayPal subscription active with us. You do not need to manually pay this invoice unless there is a problem with your PayPal account that prevents it from automatically sending us the payment." On that day, February 3rd, Roger sent us a manual payment of $40 to pay this invoice. Later, on February 10th, as expected Roger's PayPal account automatically sent us another $40 to pay this invoice. We did not collect it, PayPal sent it to us. On February 11th, Roger emailed us stating that he had mistakenly double paid for the invoice, and asked for a refund. Part of how we maintain low cost is by automating repeat requests, and so he received this message as an auto reply to the email: "This reply is automated due to your message containing the word "refund." If this reply is not relevant to your request, please reply back and let me know. As previously indicated we do not offer refunds. You can read more about that here: https://mxroute.com/why-dont-you-offer-refunds/" Instead of reading "please reply back and let me know" he then replied "Ok, I will open a dispute with Paypal as you've double billed me" on March 1st and immediately opened a PayPal dispute, accusing us of double charging him. Unfortunately, it seems that Roger has a significant deficiency in regards to reading. While we are sympathetic to Roger's deficiency, he has indicated some ability to read (note his words: "was met with an auto-responder that they did not do refunds") which strongly suggests that he is selective about what he wishes to read, and he has chosen to tune out the warning that his service would be cancelled for the dispute, that he did not need to pay the invoice, and that he needed to reply if he needed further assistance after receiving the auto response. While we don't expect Roger to be able to read our response here, we do hope that anyone considering doing business with us will. As Roger said, "if you're in a situation where you run a business and need your email to work" you should definitely not sign up for a service and then ignore every single thing they say to you afterward, and then follow up with an accusation against them filed with their payment processor. More likely than the assumption that Roger is incompetent, is that this was a malicious attempt at social engineering a full refund and service cancellation despite our no refunds policy. We did refund Roger both $40 payments. However, we feel that there must be some penalty for abusing a social engineering method, and as a result have reported Roger to FraudRecord and blocked him from our entire platform. As far as their later edits go, including accusations that we are trying to damage their reputation, it might do them well to remember that this message is a response to a review they made, which they are free to remove at any time. If they desire for our future customers to be aware of these events, we desire the comment spot under it.

Reply from MXrouteDec 21, 2020

Sadly Mr. Niclas demanded that we scrub important financial records prior to filing tax returns, threatened legal action if we did not, and then attempted to sabotage our data by redacting his account information which resulted in a complete and permanent ban from all of our services. All this justified by the citation of laws which do not extend to the United States or the state of Texas, which are the relevant governing authorities over MXroute LLC. If Niclas wishes to take this any further, it will be through our lawyers. This will be our final comment on the matter.