Refund has not come through and ticket was closed

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Hi, I got an email from DOcusign support saying my refund was approved on October 1st, they told me the refund would take anywhere between 10 to 14 days (my charge was in Mexico in case that gives more context) and since then the ticket was automatically closed and to this day (more than 14 business days later) I have not recieved the refund and I am unable to contact support, the chat does not work (literally nothing happens when I click on it) and the other two contact options are for paid customers which I no longer am… how in the world can I get someone in DocuSign to reach out to me since I cannot reach out to them… I can also NOT open a new case (as is supposed to be) because I do not have a paid suscription anymore...

M

Ma.Cubio

Community Moderator

Hello @xavierfah
Thank you for reaching out, and welcome to the Docusign Community! I understand how frustrating this must be, especially when your support case has been closed and you’re unable to reach the support team because your subscription has ended.

To help us better understand your situation and determine the appropriate next steps, could you please send me a private message with the following details?

previous support case number
email address associated with your Docusign account
Docusign account number

Thank you for your patience and cooperation. We appreciate you bringing this to our attention.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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M

Ma.Cubio

Community Moderator

Hello @xavierfah
Thank you for providing the details. Allow me to check and I’ll get back to you as soon as possible.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer

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M

Ma.Cubio

Community Moderator

Hi @xavierfah
I’ve checked this on our end and can confirm that your refund has been successfully processed. Please contact your bank to check the status of the refund. Once the funds are released from our end, the time it takes for the amount to appear in your account depends on your bank’s processing time.

We recommend contacting your bank for further assistance with tracking the refund. They should be able to provide more information on its current status and when you can expect it to be credited to your account.

Thank you for your patience and understanding. We appreciate the opportunity to clarify this for you.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

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