Hello and welcome to ‘Ask Slater’, our Support tech’s weekly column where he addresses questions commonly asked by our userbase! Our question today comes from Tibbles from Awesome Site.
Tibbles writes:
“Dear Slater,
I used to have a guild site on your platform. It was great, but there was some drama in-game and the guild disbanded. No one has used the site in months, but I just got an email from PayPal today that there was a payment made to Guild Launch for site hosting!
I remember making a payment, but I thought it was a one-time thing – I never authorized a recurring payment! What’s going on here?”
Tibbles,
Firstly, thank you for being polite about this. I know that anything involving money – especially if you don’t remember authorizing it – is already aggravating, and I appreciate you working with us so that we can see what’s going on and work with you to get it resolved.
There are two ways of paying for a guild site. The first is Crowd Pay, which is a widget the site owner can put on the site so that players can make one-time donations to the upkeep of the site.
There is also a PayPal subscription, which most of our users choose to upgrade their site. Each step of the process explains that it’s a recurring subscription (you even choose your billing cycle), but after a slew of guild drama, all the fun real life business and three months of not having to think about it, it can be easy to forget that it was set up to regularly rebill.
Fortunately, there is a quick and easy fix for this. If you used your PayPal account to set up the subscription, then it’s as easy as going to PayPal to cancel it. When you’ve logged in:
- 1. Click ‘Profile’ in the navigation bar.
- 2. Click ‘My Money’.
- 3. Click the ‘Update’ link next to your preapproved payments section.
There we’ll be, and it’s a quick cancellation.
If you did not use your PayPal account to set up your subscription – for instance, if you used a credit card directly, or if you just didn’t find it in your preapproved payments section – then send me an email at support@guildlaunch.com and let me know! It’s a quick process on our end to get everything resolved.
This is something that needs to be done via email for security reasons – please do not post your PayPal information on the support forums!
When doing this, please send the email from the email address you used to register your Guild Launch account, so that I can look it up in our system and find the subscription ID. Alternatively, you can go to the ‘PayPal Info’ link on the ‘Billing’ tab of the Admin menu to find it and send it to me!
It will look something like this (except it will have payment histories and the like – I didn’t want to actually post a user’s Subscription ID and transaction history, so where it says ‘No History’ you’ll actually see the information):
Officially, we have a fourteen (14) day refund policy. Having said that, though, we’re pretty flexible on our end, and that is not necessarily the end-all be-all of the process. At the very least, if you have any questions about a transaction in our system, it doesn’t hurt to email us and get it straightened out.
-Slater
If you have a specific question you think would be perfect for these articles, send us the request at support@guildlaunch.com and Slater will personally review it and – after answering the ticket so you have the answer – potentially post it here with your username and guild site. If you would rather not have your username and site posted, Tibbles from Awesome will ask the question on your behalf for Slater to answer.
