4 ms·

It's not like they intentionally "tricked you" into buying something, it was just a bug in a web form. Bugs happen.

by cabirum 13y ago

PeterisP 13y ago
But you're responsible for your bugs, so it's their job to offer easy refunds in that case.
- UnoriginalGuy 13y ago
  Indeed, but the article doesn't say they refused a refund. The bug seems deeper than just their front end, their back-end is showing the "wrong" (actually right) subscription selected, but their payment provider clearly charged for the wrong one. So I guess they now need to consolidate their payments received (likely via a payment provider) with their own system to see if this or any other orders are inconsistent. They should refund the OP, and I suspect we'll see them do just that. But they also need to both fix their front end but also add automated systems to consolidate payments with orders to see if they match.
  - vilpponen 13y ago
    OP here. They haven't refused of a refund per se, but since I am unable to reach them with the second request - it is comparable to "let's leave this be and maybe it will go away".
    - jeffclark 13y ago
      If it's really just a front-end bug, chances are they're getting lots of calls just like yours. You may just be part of a pile of callback tickets once the bug is fixed and all the refunds are processed. Or, they could still be trying to track down the root cause of the bug in the first place.
mikkom 13y ago
There is also a branch of optimization aimed to produce "bugs" like this. I wouldn't be too surprised if they knew about this and just don't want to fix it as it produces orders. http://searchengineland.com/evil-conversion-when-optimization-goes-too-far-42838 http://searchengineland.com/evil-conversion-when-optimizatio...
rmc 13y ago
Perhaps. But if they are aware that their system has a bug, and that bug results in them getting extra money from customers without the customer's consent, then you're entering into a lot of tricky waters. The clock has started ticking for them before they enter "fraud" category.

It's not like they intentionally "tricked you" into buying something, it was just a bug in a web form. Bugs happen.

by cabirum 13y ago

It's not like they intentionally "tricked you" into buying something, it was just a bug in a web form. Bugs happen.

PeterisP 13y ago

But you're responsible for your bugs, so it's their job to offer easy refunds in that case.

UnoriginalGuy 13y ago
Indeed, but the article doesn't say they refused a refund. The bug seems deeper than just their front end, their back-end is showing the "wrong" (actually right) subscription selected, but their payment provider clearly charged for the wrong one. So I guess they now need to consolidate their payments received (likely via a payment provider) with their own system to see if this or any other orders are inconsistent. They should refund the OP, and I suspect we'll see them do just that. But they also need to both fix their front end but also add automated systems to consolidate payments with orders to see if they match.
- vilpponen 13y ago
  OP here. They haven't refused of a refund per se, but since I am unable to reach them with the second request - it is comparable to "let's leave this be and maybe it will go away".
  - jeffclark 13y ago
    If it's really just a front-end bug, chances are they're getting lots of calls just like yours. You may just be part of a pile of callback tickets once the bug is fixed and all the refunds are processed. Or, they could still be trying to track down the root cause of the bug in the first place.

mikkom 13y ago

There is also a branch of optimization aimed to produce "bugs" like this. I wouldn't be too surprised if they knew about this and just don't want to fix it as it produces orders. http://searchengineland.com/evil-conversion-when-optimization-goes-too-far-42838 http://searchengineland.com/evil-conversion-when-optimizatio...

rmc 13y ago

Perhaps. But if they are aware that their system has a bug, and that bug results in them getting extra money from customers without the customer's consent, then you're entering into a lot of tricky waters. The clock has started ticking for them before they enter "fraud" category.