Solicitud de reembolso del último pago

Hola,

Necesito su ayuda para corregir un problema en mi facturación. Realicé un cambio de plan con la intención de agregar 100 encuestas adicionales solo por un mes. Sin embargo, al pasar de mi plan anual Bronce al plan mensual Plata, parece que perdí la tarifa del plan original, y ahora se me ha realizado un cargo de $277.12 USD que no estaba previsto.

Les agradecería que me restablecieran al plan Bronce que contraté en junio de 2024 y procesaran el reembolso del cargo adicional. No he utilizado más allá de los límites de mi plan original, y este error pudo deberse a una aplicación incorrecta de una solicitud de ayuda que hice hace algunas semanas. Pueden verificar mi historial para confirmar los detalles.

Gracias de antemano por su comprensión y apoyo.

Hi Carlos,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I understand you came from Bronze annual with 50% discount and just upgrade to Silver monthly to temporarily increase your monthly submission limits. And yet, when you reverted your plan to Bronze annual, you didn't get to avail the discount you originally had. I've gone ahead and reached out to our relevant team to see if we can do something about this. We'll get back to you as soon as we get an update from them.

Thanks for your patience, we appreciate it.

Hi Carlos,

A partial refund of $78 has been granted to your account. It will take 5-7 days for it to reach your bank. As for the rest of your payment, it will be used for your new Bronze yearly subscription (November 2024 - November 2025) which is still at discounted rate.

Let us know if you need any more help.

Hola Sonnyfer

Gracias por su respuesta. Aprecio el reembolso parcial, pero necesito que se reembolse el total del pago de $277.12, ya que originalmente tenía contratado el plan anual Bronce, con vigencia hasta mayo de 2025.

Mi intención era únicamente ampliar temporalmente la capacidad de encuestas por un mes, por lo que realicé el cambio al plan Plata bajo la creencia de que no afectaría mi suscripción original, según me indicaron en soporte. De hecho, antes de proceder con el cambio, consulté específicamente al soporte para confirmar que no perdería la tarifa de mi plan anual Bronce y que solo pagaría la diferencia correspondiente al mes adicional de encuestas. Con esta información, procedí con el cambio pensando que el costo sería mínimo y que, terminado el mes, se restauraría mi plan Bronce en las mismas condiciones.

Por favor, solicito nuevamente el reembolso total de $277.12 y, en caso necesario, que se descuente únicamente el costo del mes Plata que utilicé temporalmente. Aquí les comparto el enlace con la conversación donde el soporte me brindó esta información: https://share.evernote.com/note/c394e122-c9ea-947c-9134-4ed0bfd6a6a4

Agradezco mucho su ayuda para resolver este asunto."

Versión en inglés:

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Hi Sonnyfer,

Thank you for your response. I appreciate the partial refund, but I need the full amount of $277.12 to be reimbursed, as I originally had an annual Bronze plan valid until May 2025.

My intention was solely to temporarily increase my survey capacity for one month, which is why I upgraded to the Silver plan, believing it would not affect my original subscription. Before making the change, I specifically reached out to support to confirm that I would not lose my annual Bronze plan rate and would only pay the difference for the additional month of surveys. With this information, I proceeded with the change, assuming it would have a minimal cost and that my Bronze plan would revert to its original terms after the month ended.

I kindly request the full refund of $277.12 and, if necessary, the deduction of only the one-month Silver plan cost that I temporarily used. Here is the link to the conversation where support provided me with this information: https://share.evernote.com/note/c394e122-c9ea-947c-9134-4ed0bfd6a6a4

Thank you very much for your assistance in resolving this matter.

Hi Carlos,

Thanks for reaching out to Jotform Support. I'll need a bit more time to check on this. I'll get back to you as soon as I have an update.

We appreciate your patience while we're looking into this.

Hello Carlos,

Thanks for patiently waiting. I apologize for the confusion; technically, when you upgraded your subscription, it immediately canceled the previous subscription. If you noticed, the unused portion of that subscription was credited towards the upgrade and your most recent subscription (when you went back to Bronze yearly). An additional charge was withdrawn since it is a new billing period (Nov 12, 2024 - Nov 12, 2025).

As a courtesy, I refunded $228.12 ($78 initially + $150.12 now), $49 less which is your payment for the Silver monthly upgrade. Also, your billing period has been adjusted to follow the original one (Jun 25, 2024 - June 25, 2025). Note that I manually set this subscription which means it is not recurring. You'll have to upgrade manually to keep using Jotform once it expires.

Reach out again if you need any other help.

Hi Carlos,

I can confirm that a refund of $228.12 USD has been processed. You can check out the invoice here. Note that it takes 3-5 business days for the refund to reflect on your account.

Reach out again and let us know if you need any other help.

Hola Rhina,

Quiero agradecer la atención y rapidez con la que atendieron mi solicitud. Estoy conforme con la solución brindada y con la amabilidad de su equipo.

Gracias nuevamente, y no dudaré en contactarlos si necesito más ayuda.

Saludos cordiales,

Carlos