MOMORey的部落格

Me: hi, I was enrolled to a monthly membership from 9/17/2019 to 10/17/2019 without any notification. I paused the membership yesterday for 90days, but I have still been charged. I won't use the service. Can I ask for refund?
You are now connected to Vishal from Audible.co.uk.
Vishal: Thank you for contacting Audible. My name is Vishal. I can certainly look into this for you.May I know these details -
1) Amount Charged 2) Date of transaction 3) Last 4 digits of the card charged 4) charge description as written on the bank statement.
Me: 1)£7.99 2)17/09/2019 3)**** 4)1 book monthly membership Membership Plan
Vishal: Before I continue, I'll need to access your account. To do so, can you please provide me with your name, e-mail and billing address?
Me: name: ****, ****,****

Vishal: Thank you for verifying the account details. Now I am able to check your account.
Hiatus Start Date: Tuesday, 17 September 2019
So you were charged for it.
But no worries.
If you want I can issue you a refund for it and remove 1 credit from your account that you have got for it.
Me: ya, I just found the membership is continue and I got 3 credits. I won't need the 3 credits and just wanna refund.

Vishal: Sure.
As requested, I have issued a refund in the amount of £7.99 back to your credit card. Depending on your bank, a refund will typically take about 7-10 business days to appear in your account.
Is there anything else I can help you with?
Me: So, my account is paused for 90 days now. Will I have the same situation again? How do I avoid it?

Vishal: No now your account is on hold.
Next Bill Date: Wednesday, 18 September 2019
Now you will not get charged.
Me: OK, I got it.
Thanks a lot for your help

Vishal: You're most welcome!
Is there anything else I can help you with?
Me: That's OK.thanks

Vishal: You will receive an email confirmation with a short e-mail survey regarding the level of support provided and your feedback will be highly appreciated.
Bye
Take care!
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想說問題應該解決了，再登入自己帳號看看，一看不得了，用explorer登入，完全看不到自己原來買的電子書，而用google chrome卻可以看到，而且兩邊在1個月之前的同一天都有消費紀錄，只是1個是以歐元計價，1個是以美元計價，合理懷疑同樣一個會員帳號卻付費了兩次，重複扣款！這怎麼行，趕快再叩應客服！
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Me: Hi, my account is ****. I start my membership from 18/07/2019.
My account got charged repeat on 17/08/2019. One bill is from www.audible.co.uk and charged £7.99.
Another bill from www.audible.com and charged $14.95. The same account **** but got two bill on the same day. That really confused me. I require the refund £7.99 on 17/08/2019.
You are now connected to Nisha from Audible.co.uk.

Nisha: Thank you for contacting Audible. My name is Nisha. I will be assisting you today.
Hi **** no need to worry let me refund for the charge
However Since Audible US is an entirely different store, I am unable to access your account.
For the refund of the US account you can contact Audible US at: https://www.audible.com/contactus?ipRed...(See full link) . They will assist you in your further query.

Me: When I use the account by explorer to sign in the www.audible.co.uk , I found there is no audio book in my library. It is weird that I can find the audio book in the library when I use the google chrome to sign in with the same account and email.

Nisha: Because you have been redirected to the UK site where you have been enrolled before which membership has been cancelled and no books are under UK account.
However you books are available under Audible US account.

Me: Is that why I got repeat bill on UK site for £7.99. and US site $14.95?

Nisha: Yes ****
Could you please provide me the billing address of your account, so I will check if there is any possibilities to refund the charge for $14.95
Me: ****
I just found that problem, so I just cancel my account on both site.


Nisha: However I have issued a refund in the amount of £7.99 back to your credit card. Depending on the bank, a refund can typically take about 7-10 business days to appear in your account. Additionally for your better assistance, I have issued refund in the amount of $14.95 back to your card (charge from Audible US).
Me: How do I avoid this kind of problem next time? I indeed used the same account and the same email.
I just use different browser software.

Nisha: No need to worry make sure to check your browser's regional settings as well so it won't redirect you to the different marketplaces.
As your membership has been cancelled you won't be charged again.
Me: All right, I'll make sure the regional setting is right next time. Thanks for the tips.

Nisha: Anytime
Is there anything else I can assist you with? Please do not forget to fill the survey you will get after this chat.

Me: Thanks a lot for your help. That's it.
Nisha: Thank you for contacting Audible UK. Have a great day! Bye and take care.
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經由客服解釋，才知道原來是瀏覽器導向不同的市場，一個是美國的audible網站，一個是歐洲的audible網站，才會造成同個帳號和同個信箱登入卻被重複扣款的情形，還好客服退款算蠻乾脆的，一了解我遇到的問題都是直接以會幫我退款開場。


下面是服務滿意度問卷裡給官方的建議
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My account is ****. I start my membership from 18/07/2019.
My account got charged repeat on 17/08/2019. One bill is from www.audible.co.uk and charged £7.99.
Another bill from www.audible.com and charged $14.95.
The same account but got two bill on the same day. That really confused me.
After I contact your customer service, they told me my account once have been redirected to the UK site where I have been enrolled before which membership has been cancelled and no books are under UK account.
However my books are available under Audible US account.

I figured why I got repeat bill on UK site for £7.99. and US site $14.95 after the chat with your customer service.
I just found that problem, so I just cancel my account on both site.

Please inform the user make sure to check their browser's regional settings as well so it won't redirect them to the different marketplaces.  -----------------------------------------------------------------------------------