https://padlet.com/astramentore/xjgv1qnpux5496es Made with love en-us 2022-10-04 07:36:53 UTC 2025-05-06 10:35:04 UTC hello@padlet.com https://padlet.net/icons/png/1f33f.png astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193444 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193444 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193446 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193446 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193447 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193447 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193448 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193448 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193449 Thank you for sharing your concerns with us. I know your frustration isn't easy to put into words. Please let me properly investigate what happened to your subscription, we'll fix it together.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193449 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193450 Oh, really sorry to hear that. Yeah, sometimes our renewal emails don't reach the addressee, I agree. Let me see what I can do here. ]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193450 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193451 Ok. I will check your account and get back to you with solution]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193451 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193452 So, I see that you didn’t turn off auto-renewal for your Premium Plan on time. Since it's against Wix billing policies, we cannot give you a refund.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193452 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193453 Jennifer, I took a look at your account, it looks like auto-renewal for your Premium Plan was still on, which caused the automatic charge. This condition won't let our billing system issue a refund. ]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193453 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193455 Thank you for waiting, Jennifer. I have carefully checked your account and here is what I've found out. Back on Feb 25, the auto-renewal for your Premium subscription was still active, which caused the automatic charge. I’m afraid this condition won't let our billing system issue a refund. 
What I will be happy to do for you is making sure auto-renewal for Premium is surely disabled, so you won't be bothered with it hereafter.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193455 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193456  Lindsey, I have thoroughly checked your account and can see that the renewal of your Google Workspace mailbox @stunningsite.com didn't go through due to the issue with your credit card.
Please don't worry though, I am here to help :)
To renew your mailbox as soon as possible, let's update your payment method. Please access your Payment methods page and I will guide you through + screenshot]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193456 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193458 The expert's tone was too assertive / robotic / inert without empathetic phrases meant to support a concerned user.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193458 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193459 You noticed the expert's attempt to express empathy, but they didn't look & sound organic in that conversation.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193459 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193460 They expressed compassion in response to the user’s confusion, language gap, slow pace. When needed, they showed admiration of their success.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193460 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193461 The expert's replies sound too assertive, dry, too straightforward. You also noticed negative phrasing (I don't know / I can't / No, we cannot do that etc.) Not thanking the user after a hold.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193461 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193462 The expert's replies sound polite but impartial. Doesn't consistently thank the user after a few holds.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193462 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193463 The expert avoided any negative phrasing, shifted the focus to neutral/positive. The expert stayed polite when asking the user for additional info, as well as thanking them for clarification and waiting on hold. The expert started or supported a small talk with a user to set a friendly mood (when applicable).]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193463 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193464 The expert ignored the user's name, copied & pasted excerpts from articles with no vizualization, used SRs in every reply without customizing them.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193464 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193465 You noticed the expert's attempts to personalize conversation from time to time.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193465 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193466 The expert addressed the user by their name, customized the content taken from KB articles to suit the case, provided personalized screenshots/videos, referred to the topic of conversation, and was interested in the user's site/business goals.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193466 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193467 The expert provided no exact time expectations, replied with significant delays making the user check the expert's presence in a chat.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193467 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193468 The expert replied without big delays, but didn't mention the exact time of absence.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193468 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193469 The expert specified how much time they need to investigate the issue, replied in a timely manner to maintain the user’s engagement.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193469 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193470 Expert: Ok, got it. I need to investigate this case on my end.
 
(several minutes later) User: Hello??

Expert: Yes, I'm here. Still checking…]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193470 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193471 Expert: Allow me a couple of minutes to check your account on my end.

(several minutes later) User: Hello??

Expert: Thank you for waiting, I will need some more minutes to find the solution.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193471 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193472 Expert: Please allow me 5 minutes to open your account and check the most recent charge.

User: ok

Expert: Great, I'll keep an eye on our chat the whole time in case you want to add any info :)]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193472 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193473 So, to fix the issue you need to follow the steps in the article: https://support.wix.com/en/article/canceling-a-wix-premium-plan ]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193473 astramentore https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193474 Lindsey, I understand that you would like to cancel your subscription. In order to do it, follow these steps:

1.
2.
3.
4.]]> 2022-10-04 07:36:53 UTC https://padlet.com/astramentore/xjgv1qnpux5496es/wish/2325193474