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Read the post again. They did not reverse the charges. They gave 71 people the opportunity to claim a refund. What they should have done was automatically issue

by wilfra 14y ago

Read the post again. They did not reverse the charges. They gave 71 people the opportunity to claim a refund. What they should have done was automatically issued a refund to everybody they charged - not just the 71 who didn't receive the email - because they never should have charged anybody who didn't opt-in.

tptacek 14y ago
Are we reading the same post? "First, we’re going to refund all delivery fees paid by the people affected by this bug."
- wilfra 14y ago
  Instacart Express != Delivery Fees.
  - tptacek 14y ago
    "Receive a full refund of the Instacart Express subscription fee immediately"
    - wilfra 14y ago
      They have an option to do that - but if they take no action, they wont receive a refund. And that only applies to the 71 users effected by the bug. The people who got the email but took no action evidently can't even claim a refund. Can you imagine the backlash if Apple started charging $99/year for iCloud and auto-billed everybody who didn't cancel the service?
      - niggler 14y ago
        There's the other issue of the notice itself. If they decided in March to make the change, how much time did they give customers to decide? Given the timeline, it seems like it was "effective immediately" rather than giving proper ahead of time notice. Nonetheless, even if they did discuss refunding, the entire process seems shifty. Every service I use (I checked!) warns me five business days in advance by email that they are charging my card or sends a physical mail two weeks in advance. Instacart should be sending an email on each event with the delivery fee spelled out clearly.
- deleted 14y ago
  [deleted]
- cjh_ 14y ago
  >Second, we’re going to give these customers the choice to >either: >Receive a full refund of the Instacart Express subscription >fee immediately >Continue as a subscriber of Instacart Express for the next >year. We’ll extend the end date of your subscription >through April 30, 2014. This option includes unlimited free >deliveries for orders over $35. Still opt-out

by wilfra 14y ago

tptacek 14y ago

Are we reading the same post? "First, we’re going to refund all delivery fees paid by the people affected by this bug."

wilfra 14y ago
Instacart Express != Delivery Fees.
- tptacek 14y ago
  "Receive a full refund of the Instacart Express subscription fee immediately"
  - wilfra 14y ago
    They have an option to do that - but if they take no action, they wont receive a refund. And that only applies to the 71 users effected by the bug. The people who got the email but took no action evidently can't even claim a refund. Can you imagine the backlash if Apple started charging $99/year for iCloud and auto-billed everybody who didn't cancel the service?
    - niggler 14y ago
      There's the other issue of the notice itself. If they decided in March to make the change, how much time did they give customers to decide? Given the timeline, it seems like it was "effective immediately" rather than giving proper ahead of time notice. Nonetheless, even if they did discuss refunding, the entire process seems shifty. Every service I use (I checked!) warns me five business days in advance by email that they are charging my card or sends a physical mail two weeks in advance. Instacart should be sending an email on each event with the delivery fee spelled out clearly.
deleted 14y ago
[deleted]
cjh_ 14y ago
>Second, we’re going to give these customers the choice to >either: >Receive a full refund of the Instacart Express subscription >fee immediately >Continue as a subscriber of Instacart Express for the next >year. We’ll extend the end date of your subscription >through April 30, 2014. This option includes unlimited free >deliveries for orders over $35. Still opt-out