Jump to content

Malwarebytes Refund Confusion


Recommended Posts

Hello,

I purchased Malwarebytes through 2checkout (Reference number 99249300) on July 2nd. After using it for a few times found it was causing some problems and decided to pursue a refund.

I opened a ticket with Malwarebytes (Ticket number 2652127) on July 6th requesting a refund and received a response directing me to contact Cleverbridge due to being an authorized re-seller. I placed an online request for a refund through 2checkout on July 8th and it still says it is pending.

I informed the Malwarebytes agent that I had purchased the product with 2checkout and would be contacting them instead. As I had reached out to 2checkout, I informed the agent I needed no more assistance so the ticket was closed on Monday, July 15th.

I contacted 2checkout customer service that same day and promptly received a response informing me to contact Malwarebytes customer service for refunds. I questioned why they could not issue a refund and told them I had made another ticket with Malwarebytes (ticket 2660985) also on July 15th, and received the folllwing reply and quote:

"2Checkout acts only as a medium between the internet platform from where the customer wishes to purchase the product (checkout page) and the merchant. All payments are transferred automatically into the merchant's account, hence our inability of action in regards to this matter."

I still have not received a response from the Malwarebytes ticket (2660985). I would appreciate if someone in Malwarebytes billing department would look at this so I can know definitively who has the capacity to give me the refund.

 

Thank you in advance.
 

 

Link to post
Share on other sites

  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

Link to post
Share on other sites

Greetings,

I'm sorry that you've had trouble getting your refund but I am certain that Malwarebytes will make it right.  According to this support article you did the right thing in contacting Malwarebytes Support by creating a ticket so I am not certain why they referred you elsewhere, assuming you purchased the product directly from the Malwarebytes website (if it was purchased through a third party reseller on a different website or through a third party retailer like Newegg, Amazon, Walmart etc. then you'd need to contact the retailer/reseller directly) and they should be able to take care of it.

Malwarebytes Support should respond to your new ticket within the next few days if not sooner and should have no trouble issuing your refund, again, assuming it was purchased at Malwarebytes.com which seems to be the case based on your description.

I'm sorry that I could not be more helpful, but unfortunately we don't have access to the billing system or Support helpdesk ticket system here on the forums, but I am confident that Malwarebytes Support will assist you in getting this issue resolved as soon as they are able.

With all of that said, while you are awaiting a response we can help investigate the issues you ran into with the product and we might be able to help if you wish, and possibly get the software working properly on your system so that you may keep your subscription if you still desire to do so.  If you would like to try then please provide a brief description of the issues you encountered and also run the following tool so that we may take a look at your installation to try and determine what might be causing the issues you're experiencing:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.