rezados e Prezadas!
No dia 26 de dezembro eu fiz uma assinatura no aplicativo Lightroom, no entanto eu cancelei no mesmo momento. Porém, todavia não recebi o estorno do valor. Também não fui notificado sobre o cancelamento. Inclusive no aplicativo Lightroom eu ainda continuo como Premium sem utilizar o referido aplicativo.
Conforme se observa na imagem em anexo, o referido plano consta devidamente cancelado.
Ainda, cumpre ressaltar que entrei em contato com o suporte do Google Assinaturas que na oportunidade pediu-me para entrar em contato com vocês, conforme cópia da conversa abaixo.
Por fim, insta salientar que o e-mail da referida transação é: [email removed]
Aguardo retorno URGENTE!
Atenciosamente,
Chat transcript for case: 2-9888000035414
29 de dez., 13:07 (Pacific Time)
13:10:45 Terrence: Terrence joined the conversation
13:10:46 Guilherme Nascimento: Guilherme Nascimento joined the conversation
13:10:53 Terrence: Hi! Thanks for contacting Google Support. My name is Terrence. I hope you’re doing well today. In case you need to refer to this chat interaction in the future, please take note of the following Case ID: 2-9888000035414.
13:11:18 Guilherme Nascimento: Boa noite Terrence.
13:11:50 Terrence: Good evening Guilherme.
13:12:06 Terrence: We understand that you have concerns about your refund. As a consumer myself, I know how important this matter is for you. Rest assured we will do our very best to help you address your concern.
13:12:12 Terrence: Just to verify your email address is [email removed] ?
13:13:13 Guilherme Nascimento: No dia 26 de dezembro eu fiz uma assinatura no aplicativo Lightroom, no entanto eu cancelei no mesmo momento. Porém, todavia não recebi o estorno do valor. Também não fui notificado sobre o cancelamento. Inclusive no aplicativo Lightroom eu ainda continuo como Premium sem utilizar o referido aplicativo.
13:13:39 Terrence: We're very sorry about what happened.
13:13:43 Terrence: Just to verify your email address is [email removed] ?
13:13:52 Guilherme Nascimento: Sim meu e-mail é [email removed]
13:14:14 Terrence: Thank you.
13:14:53 Terrence: As per checking we're unable to find any transaction based on the description you have provided.
13:15:13 Terrence: Please provide us the correct Google account where the transaction was made.
13:15:46 Guilherme Nascimento: Screenshot_2023-12-29-18-15-12-162_com.android.vending-edit.jpg
13:16:24 Terrence: Thank you.
13:16:28 Terrence: Please provide us the correct Google account where the transaction was made.
13:17:30 Guilherme Nascimento: [email removed]
13:17:59 Terrence: The transaction was not made under this account.
13:18:15 Terrence: That's the reason we're asking for the correct Google account where the transaction was made.
13:18:46 Guilherme Nascimento: Na minha fatura consta "Google Adobe" R$ 80,99 (oitenta reais e noventa e nove centavos).
13:19:43 Terrence: Yes, that's why we will need to ask for the correct Google account where the transaction was made.
13:20:40 Guilherme Nascimento: O outro e-mail que eu tenho é [email removed]
13:20:55 Terrence: Thank you.
13:21:02 Terrence: For now we will need to authenticate this account for security and privacy purposes. What is the brand and model of your phone this account is currently connected to?
13:21:31 Guilherme Nascimento: Xiaomi Redmi note 11
13:21:46 Terrence: Thank you.
13:21:48 Terrence: I will send a prompt to your device. Once you receive it, press “Yes” and you’ll be authenticated!
13:22:34 Guilherme Nascimento: Fui autenticado?
13:22:46 Terrence: Yes, thank you.
13:23:35 Guilherme Nascimento: De fato, perdoe-me o engano. O email correto em que foi feito a assinatura é [email removed]
13:24:13 Terrence: Yes, I already found the transaction.
13:24:15 Terrence: Please be advised that all our refund requests are subject to approval.
13:24:45 Guilherme Nascimento: A minha não foi aprovada?
13:25:05 Terrence: No worries, I will send a refund request on your behalf.
13:25:33 Guilherme Nascimento: E o que acontece a partir de agora?
13:26:51 Terrence: We sent a refund request of 80.99 BRL for
Premium anual de 40 GB (Lightroom Edite fotos e vídeos).
13:26:54 Terrence: We can't grant your request because it is already out of our refund policy. Here in Google we only serve as a payment processor between the user and the app developer. All the funds will be forwarded to the app developer. No worries, you can contact the app developer for this request. For your convenience I found their email address at LrAndroid-Feedback@adobe.com.
13:27:00 Terrence: The app developer should reply to you within 3 business days. Just in case they don't respond after 3 business days, please don't hesitate to reach us back!
13:27:45 Guilherme Nascimento: Não serei reembolsado?
13:28:15 Terrence: You need to contact the app developer for this request since the funds were already forwarded to them.
13:29:24 Guilherme Nascimento: Eu entrei em contato com eles por um chat parecido com esse e eles me disseram que como o pagamento foi feito por terceiros, qual seja : Google. Portanto eu teria que resolver com vocês.
13:29:46 Terrence: Thank you for this information.
13:30:02 Terrence: You will need to reach them via email.
13:30:15 Terrence: Here in Google we only serve as a payment processor between the user and the app developer. All the funds will be forwarded to the app developer.
13:30:26 Guilherme Nascimento: E o que eu digo no e mail?
13:30:30 Terrence: Google is not the owner of the app.
13:30:40 Guilherme Nascimento: Compreendo.
13:30:48 Terrence: Please tell them that you would like to request a refund.
13:30:54 Terrence: The app developer should reply to you within 3 business days. Just in case they don't respond after 3 business days, please don't hesitate to reach us back!
13:31:13 Guilherme Nascimento: Ah, ótimo! Fico feliz
13:31:28 Guilherme Nascimento: Ademais, como faço para acessar essa conversa novamente?
13:31:52 Terrence: You can provide the Case ID.
13:32:04 Guilherme Nascimento: Aqui no chat?
13:32:15 Terrence: Also after this chat, you will have an option to get a copy to our conversation.
13:32:28 Guilherme Nascimento: Como?
13:32:52 Guilherme Nascimento: Essa opção aparece após finalizar o chat?
13:33:01 Terrence: Yes that's correct.
13:33:15 Guilherme Nascimento: Ótimo. Obrigado! Obrigado pelo seu trabalho!
13:33:24 Terrence: You're very much welcome!
13:33:35 Terrence: We really appreciate your cooperation.
13:33:39 Terrence: For now is there anything else that I can help you with?
13:33:47 Guilherme Nascimento: É o suficiente
13:33:50 Guilherme Nascimento: Obrigado.
13:34:02 Terrence: You're welcome.
13:34:11 Terrence: It is my pleasure assisting you today.
13:34:17 Terrence: Google loves customer feedback, so you can also click into a quick survey about your overall support experience at the end of this chat. Thanks again for contacting Google Play Support Team. Have a great day!
13:34:20 Terrence: Terrence left the conversation
13:34:21 Terrence: Thanks for chatting! Let us know how we did: Share Google Play customer support feedback - Google Play Help
13:34:21 Terrence: Terrence ended the conversation
1
Reply
AdChoices