Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the victim of a duplicate account billing error. I actively cancelled my main subscription (proof available), but Spocket's system maintained a second 'zombie' account attached to my email that has charged me over $325.06 despite ZERO usage (0 imports, 0 orders). Their support team previously verbally confirmed this account was inactive, which was false. I have emailed their support and legal team demanding a refund for this unauthorized duplicate service, and they have failed to respond. I am requesting an immediate full refund

  

  Business Response

  Date: 01/12/2025

  Hello REMOVED,

  Thank you for submitting your concern. We understand your frustration regarding the charges and the confusion around the duplicate account. We can see that you subscribed to the monthly Empire plan last September 29, 2025 and the trial ended on October 06, 2025. Since the trial ended, it activated the paid subscription. By default, subscriptions and billing continue until you have downgraded or cancelled your account.
  

  With our no-refund policy, Spocket reserves the right to uphold this policy concerning subscriptions hence we are unable to provide refunds for any unused subscription payments.
  
  We are aware that this is not a desirable outcome, however, as much as I would love to, we regretfully must decline your request for a refund at this time.
  Although Spocket strictly adheres to a no-refund policy, we would like to explore other options for assistance and demonstrate our appreciation for your partnership. Hence, should you decide to give us another opportunity, we would be delighted to reinstate your subscription and offer an additional month for free. This way, you will have plenty of time to explore the great product selection under offer and help to further the success of your business.

  Additionally, we would like to inform you that your account has been canceled. As a result, you will no longer incur any charges on your statements. Please do not hesitate to reach out to us for any additional assistance.
  
  Sincerely,
  REMOVED
  Sr. Customer Success | REMOVED

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 24184244
  
  I am rejecting this response because the business is ignoring the core issue: Duplicate Account Billing Error.
  Duplicate Account Ignored: The business states 'we can see that you subscribed,' but fails to address that I had two separate accounts attached to my identity. I actively managed and cancelled my primary account. The account in question here is a secondary duplicate created by a system error that I did not authorize and was not using.
  Zero Usage Evidence: The business relies on a 'No Refund' policy for unused time, but this is a request to correct a billing error for a duplicate service. This duplicate account has 0 product imports and 0 processed orders (See attached screenshot). It is a 'ghost' account that has generated $0 in cost to Spocket. Charging hundreds of dollars for a duplicate, non-functional profile is unjust enrichment.
  Consumer Protection Violation: Under the Business Practices and Consumer Protection Act (BC), charging for unsolicited goods or services (like a duplicate account I did not request) is prohibited. The existence of a second, unmanaged account while I was actively managing a main account proves this was not an intentional purchase.
  
  Sincerely,
  REMOVED

  

  Business Response

  Date: 03/12/2025

  Hello REMOVED,

  Thank you for your message.

  We would like to inform you that our billing team has already successfully processed your refund. The refunded amount has been released from our side, and it may take several business days for the funds to reflect in your account depending on your banks processing time

  If you do not see the refund after the standard processing period, please feel free to reach out to us and we will be happy to assist further.

  We appreciate your patience and understanding.

  Kind regards,
  REMOVED
  Sr. Customer Support Specialist | REMOVED

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 
  I am marking this matter as 'Resolved' solely because the funds have been forcibly recovered. However, I categorically reject the merchant's false narrative that they voluntarily 'processed' this refund.
  
  False Statement: The merchant claims they refunded me. False. The funds were recovered only after I filed a formal Fraud/Billing Dispute (Chargeback) with REMOVED. Spocket refused my direct refund requests until the bank intervened.

  Additionally, This merchant uses predatory 'Dark Patterns' to force charges:
  Hidden Renewal: Their system provides no pre-billing notification or clear end-date for subscriptions, intentionally trapping customers into unwanted renewals.
  

  Deceptive 'Free' Trial: They require credit card entry for a 'Free Trial' but then process charges immediately or without clear consent, often mislabeling them to bypass scrutiny.
  

  Aggressive Re-Billing: As seen on my account, they attempt to charge the card frequently and with different amounts in a short period to bypass security blocks. This is behavior consistent with fraud, not a legitimate subscription service

  When I attempted to resolve this directly, the merchant's chat support was completely unhelpful. Agents (including 'REMOVED') ignored my specific evidence of a duplicate/ghost account, provided contradictory information, and repeatedly pasted generic 'No Refund' scripts instead of addressing the technical billing error. They forced me to escalate to the bank by refusing to act.

  Sincerely,

  REMOVED

   

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Spocket on October 26, 2025 and paid for a monthly plan. From the first day, the platform had technical issues that prevented me from using the service at all. I contacted Spocket support immediately and repeatedly (multiple times per day) asking either for a resolution or a REMOVEDacknowledged the issue and informed me that they would fix it and add three free months of service as compensation. However, despite more than two weeks of waiting and constant follow-ups, the issue was never resolved and no meaningful support was provided.Instead, Spocket disconnected my access to the platform entirely while keeping my payment, leaving me with no access to the service I paid for.This has resulted in:Payment taken with no service delivered No resolution despite repeated attempts to communicate No access to my account and no refund issued Lost time and financial loss I am seeking a full refund because Spocket failed to provide the service that was promised and paid for.

  

  Business Response

  Date: 11/11/2025

  Hi REMOVED,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the inconvenience youve experienced with your Spocket account.

  We have reviewed your case and understand the frustration caused by the technical issues you encountered after subscribing on October 26, 2025. Our records show that our support team has already reached out to you regarding this matter.

  To help us resolve this promptly, please confirm how youd like to proceed:

  - Continue with your account We can assist in restoring your access immediately so you can fully utilize your subscription.
  - Receive a refund If you prefer not to continue, we can process a refund for the recent charge associated with your subscription.

  Please let us know your preference at your earliest convenience so we can take the appropriate next step without delay.

  Thank you for your patience and for giving us the opportunity to make this right.

  Sincerely,
  REMOVED
  Sr. Customer Success Specialist | REMOVED

  Customer Answer

  Date: 12/11/2025

   
  Complaint: 24119897
  
  I am rejecting this response because:

  I'd like to receive a refund. I'll leave the conversation as soon as receiving my refund.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/12/2025

  Hello REMOVED,

  We attempted to process a refund for the recent charge directly back to your bank account. However, our system is currently unable to complete the refund because a chargeback has been opened with your bank.

  To proceed, we kindly ask that you retract the dispute with your bank. Once the chargeback is cancelled, please send us a screenshot confirming the retraction. As soon as we receive this, we will immediately continue with processing your refund.

  Thank you for your understanding, and were here to assist if you have any further questions.

  Sincerely,
  REMOVED
  Sr. Customer Success | REMOVED

   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 24119897
  
  I am rejecting this response because:

  please let the bank to proceed with my dispute. 
  you already had so much time to either solve my technical issue or refund my money but you didn't do any of them.

  I'm certain if the bank dispute get canceled you won't refund my money.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 03/12/2025

  Hello REMOVED,

  Thank you for your message and for sharing your decision.

  We fully respect your choice to proceed with the bank dispute. We understand your frustration, and we sincerely regret that we were unable to resolve your technical issue or process a refund within the timeframe you expected.

  At this point, we will allow the dispute process with your bank to continue. Should the bank reach out to us for any information, we will cooperate accordingly.

  We truly apologize for the inconvenience this situation has caused and appreciate the time you gave us.

  
  Kind regards,
  REMOVED
  Sr. Customer Support Specialist | REMOVED

   

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 24119897
  
  I am rejecting this response because:

  I'll keep the case open untol receiving a full refund of the bank.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Spocket Inc. for REMOVEDand Deceptive Practices To: (The BBB / Consumer Protection) Merchant: Spocket Inc. Disputed Amount: $314.99 USD Order ID: REMOVEDI am filing a formal complaint against Spocket Inc. for the following reasons:Services Not Rendered: The merchant charged me a high-value annual fee of $314.99 following a trial period. However, I have never used any of their services during this paid subscription period. My account has never been connected to any REMOVEDstore, and I have received zero value equivalent to this payment.Malicious and Deceptive Practices: The most critical evidence is this: After discovering this unexpected charge, I immediately logged into the merchant's website to remove my credit card information to prevent future charges. However, the merchant's system intentionally creates a technical barrier. When I click the "Delete Card" button, the system deliberately errors out, displaying "Unable to delete credit card."Deceptive Business Practices: The merchant's auto-renewal terms (jumping from a $1.99 trial to a $314.99 annual fee) are extremely non-transparent. Furthermore, no clear renewal reminder email was sent before this significant charge was processed, leading to an unexpected and unauthorized fee.Merchant Refusal of Reasonable Appeal: I have already contacted the merchant, provided proof of non-use, and requested a refund. The merchant refused, citing their one-sided "no-refund policy" and completely ignoring the facts that no services were rendered and that their system is maliciously preventing me from removing my payment method.Summary: Spocket's actionscombining deceptive renewal practices, charging for a service that was never used, and maliciously blocking users from removing their own payment informationconstitute deceptive and fraudulent business practices. I request your intervention to secure a full refund of the $314.99 for services not rendered.

  

  Business Response

  Date: 08/11/2025

  Hello REMOVED,

  We appreciate the opportunity to respond to your concern.

  After reviewing your account, wed like to clarify that the charge of $314.99 USD was for the annual Pro plan, which was automatically renewed following the end of your trial period. During the sign-up process, users are clearly informed that Spocket subscriptions automatically renew unless cancelled prior to the renewal date. The renewal terms and pricing are also displayed on the pricing page and within the accounts billing section before checkout.

  Please note that per Spockets Refund Policy, subscriptions are non-refundable once renewed or billed, as stated in our Terms of Service, which customers agree to upon registration. Our system does not detect any technical errors or malicious intent regarding payment method removal; however, payment information is securely stored in compliance with payment processor requirements and cannot be deleted while an active subscription is in place.

  While we understand you mentioned not having used the platform after renewal, access to all premium supplier catalogs, products, and integration tools was made available immediately upon plan activation. As such, the service was considered rendered once your account upgraded to the paid tier.

  We acknowledge your feedback regarding the renewal notice and user experience. We have forwarded your comments to our product and billing teams for further review, as we continuously aim to improve clarity and customer satisfaction.

  Although we are unable to issue a refund in this case due to the terms of our policy, we have ensured your subscription has been cancelled to prevent any future renewals. You will retain access to your paid plan until the end of your current billing period.

  Thank you for your understanding.

  Kind regards,
  REMOVED
  Sr. Customer Support Specialist | REMOVED

• Initial Complaint

  Date:29/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged multiple times by spocket for subscription and fees after I cancelled my services

  

  Business Response

  Date: 30/10/2025

  Hello,

  Thank you for reaching out and for bringing this matter to our attention. We have reviewed our system but could not locate any active or past account associated with REMOVEDWithout an exact matching account, we are unable to verify the charges mentioned in your statement.

  Based on your description, its possible that you may have initially signed up for a trial plan. Please note that all trial subscriptions automatically convert to a paid plan once the trial period ends, unless the user manually downgrades or cancels the account before the trials expiration date. This information is clearly outlined during the sign-up process and in the accounts billing section to ensure full transparency.

  To help us look into this matter further and provide you with a complete explanation of the charges, we kindly ask that you confirm the exact email address used to register your Spocket account or share any related billing details (such as the last four digits of the card used or transaction dates). Once we have this information, we will be able to locate the account in question and clarify the charges in detail.

  Thank you for your understanding and cooperation. We look forward to resolving this matter as soon as we have the necessary details.

  Sincerely,
  REMOVED
  Sr. Customer Success REMOVED

   

  Customer Answer

  Date: 30/10/2025

   
  Complaint: 24080659
  
  I am rejecting this response because: my account email is REMOVEDthat was connected to spocket. As it was mentioned in the email the free trial revert to a full subscription but I CANCELLED the service. On May 8th I believe all of the sudden subscription automatically started. I did use free trail but I cancelled the service as it was not helping my business. I have provided all the pictures that I could find to show the charges. Total amount I was charged was $1400 that includes Alimerchant charges as well that I never subscribed after I cancelled. 
  

  I just want my money refunded back as I have spoken to my bank as well and they are telling me to speak to spocket. 
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/11/2025

  Hello Muhammad

  Thank you for the opportunity to respond to this complaint.

  After a thorough review, we have confirmed that there was an active Spocket subscription associated with the email address REMOVEDHowever, our system shows no record of a cancellation request or account deletion submitted prior to the renewal date.

  As outlined in Spockets Refund Policy, all subscriptions automatically renew at the end of each billing cycle unless canceled by the user before the renewal date. Because we did not receive a valid cancellation request prior to renewal, the charge was processed in accordance with our terms of service. Unfortunately, this means we are unable to issue a refund for the subscription.

  That said, we do want to ensure the customer feels supported. As a gesture of goodwill, we are happy to assist in reactivating the account and providing 3 free months of access so you can fully explore Spockets latest features and updated supplier catalog.

  We encourage you  to contact us directly at REMOVEDso we can help complete the reactivation and ensure your account setup meets your business needs.

  Regards,
  REMOVED
  Sr. Customer Support | REMOVED

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 24080659
  
  Thank you for your response but I am 100% sure I cancelled the service from my end. There was activity on my account for a long time and all of the sudden on 8th May my subscription just started again. Although you checked on your end that there was no sign of Cancellation but I am very sure I did. With that being said I don't need 3 months free service from spocket u want my money back. I was charged by spocket and by REMOVEDfor several months totally $1400 and all you are offering me is 3 months free. 

  I really would like to get my refund and I would really appreciate it. I think as a customer I deserve my money back. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/11/2025

  Hi Muhammad,
  
  I would like to thank you for taking the time to respond to our previous communication.
  
  As a company, we deeply respect your position as a valued customer. However, it is important to note that our policies are in place for a specific purpose that must be adhered to. We regret any inconvenience or frustration this may have caused you, as it is not our intention to bring about a negative experience. Maintaining transparency, especially in regards to our Terms and Conditions, is a top priority for us.
  
  Please know that our goal was never to make you feel this way. We understand how much you've been looking forward to getting a refund, however, it is with regret that I must inform you, in accordance with our strict no-refund policy, we are unable to fulfill your request for a refund at this time.
  
  For more information, please check our no-refund policy on subscriptions, and for Spockets Fees & Payment Terms, please see Section 6 of our Terms & Conditions.
  
  Once again, allow me to express my sincere apologies that this has been your experience. Please be assured that our policies are in place to maintain the highest standards and uphold the values that our company stands for.
  
  We remain at your service should you require further assistance.
  
  Sincerely,
  REMOVED
  Sr. Customer Success REMOVED

  Customer Answer

  Date: 10/11/2025

   
  Complaint: 24080659
  
  I am rejecting this response because:

  I have been trying to speak to spocket for days now I have provided pictures of charges. Attached are two pictures that shows my subscription was cancelled and it is in the email but even then I got charged. I cannot speak to spocket customer service because my account is deactivated and until I activate the account I will not be able to speak to them 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:20/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a free trial with business in April of 2025. Cancelled trial in April 2025 and they have charged me $40.00 since May 2025, totaling $240.00.

  

  Business Response

  Date: 22/10/2025

  Hello REMOVED

  Thank you for bringing this matter to our attention. We truly understand your concern regarding the recent charge on your account and appreciate the opportunity to clarify this for you.

  Our records show that you initially subscribed to the monthly Starter plan on April 4, 2025, which began with a free trial period that ended on April 18, 2025. As outlined during the sign-up process, once the trial period ended, the system automatically activates the paid subscription unless the account is downgraded or cancelled prior to the trials expiration.

  After your trial ended, the subscription transitioned into an active paid plan, and a charge of $39.99 was processed for the billing period that followed. Please note that all subscriptions and billing cycles continue automatically until a downgrade or cancellation request is completed from your account settings.

  We completely understand your perspective and genuinely value your feedback. We always aim to provide the best possible experience for our users; however, we must also adhere to our Refund and Cancellation Policy, which all customers agree to upon sign-up. These policies are presented clearly during registration to ensure full transparency before confirming a paid plan.

  
  For your reference:

  - You can review our No-Refund Policy on subscriptions - REMOVED
  - Details on Spockets Fees & Payment Terms are available under Section 6 of our Terms & Conditions

  While we are unable to issue a refund in this case due to policy limitations, we sincerely apologize for any confusion or inconvenience this may have caused. Your feedback is very important to us, and we will ensure that your experience is shared with the relevant teams for further review to help improve the clarity of our subscription messaging.

  If theres anything else we can assist you withsuch as guidance on managing your account or preventing future chargesplease dont hesitate to let us know.

  Sincerely,
  REMOVED.
  REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 23/10/2025

   
  Complaint: 24036173
  
  I am rejecting this response because:

  I followed the cancellation policy and cancelled during the trial.  You have committed theft by continuing to charge your monthly fee.  You have done this to numerous other people as a simple internet search shows.  I demand the return of all money stolen in the amount of $240.00
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 30/10/2025

  Hi REMOVED,
  
  I would like to thank you for taking the time to respond to our previous communication.
  
  As a company, we deeply respect your position as a valued customer. However, it is important to note that our policies are in place for a specific purpose that must be adhered to. We regret any inconvenience or frustration this may have caused you, as it is not our intention to bring about a negative experience. Maintaining transparency, especially in regards to our Terms and Conditions, is a top priority for us.
  
  Please know that our goal was never to make you feel this way. We understand how much you've been looking forward to getting a refund, however, it is with regret that I must inform you, in accordance with our strict no-refund policy, we are unable to fulfill your request for a refund at this time.
  
  For more information, please check our no-refund policy on subscriptions, and for Spockets Fees & Payment Terms, please see Section 6 of our Terms & Conditions.
  
  Once again, allow me to express my sincere apologies that this has been your experience. Please be assured that our policies are in place to maintain the highest standards and uphold the values that our company stands for.
  
  We remain at your service should you require further assistance.
  
  Sincerely,
  REMOVED
  Sr. Customer Success REMOVED

  Customer Answer

  Date: 30/10/2025

   
  Complaint: 24036173
  
  I am rejecting this response because:

  I never had a subscription and cancelled during the trial period.  SPOCKET IS THEFT.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 08/11/2025

  Hello REMOVED,

  Thank you for your response. We have reviewed your account details and would like to clarify the situation.

  Our records show that you signed up for a Spocket trial on April 4, 2025, and that the trial ended on April 18, 2025. When no cancellation or downgrade was submitted before the trial expiration, the system automatically renewed your account to the annual Pro plan in accordance with our Terms of Service.

  By default, subscriptions and billing continue until the account is downgraded or cancelled through the Billing Settings page. This process, along with the renewal date and plan cost, is clearly stated at sign-up and within the confirmation email sent after registration.

  Once the plan renewed, your account was granted full access to all Pro-level supplier catalogs, products, and features. Because access was activated and the billing occurred after the trial period, the charge was valid and consistent with the subscription agreement.

  We understand your concern and want to assure you that Spocket does not engage in deceptive or unauthorized billing practices. All transactions are processed securely, and users retain full control to cancel or manage their subscriptions directly from their account dashboard.

  As outlined in our Refund Policy, subscriptions are non-refundable once renewed, but we can confirm that your account is now fully cancelled to prevent any future renewals or charges.

  Kind regards,
  REMOVED
  Sr. Customer Support Specialist | REMOVED

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2, 2025, I was charged $309.99 USD by Spocket Inc. for a subscription renewal that I neither knowingly authorized nor used.During the trial period, Spocket required a $1.99 entry fee (no free trial), but I never managed to use the platform due to personal circumstances. On August 29, 2025, there was already a failed attempt to charge my card, which alerted me to check all my accounts. All showed only a Basic plan, so I assumed no active paid subscription existed.Later, Spockets support confirmed that under the same email, there were two separate accounts linked through REMOVEDshowing Basic, the other still active at a high plan level. This structure was never communicated and made cancellation impossible, since I could not see or access the active plan in my dashboard.I have provided screenshots and email exchanges with Spocket support, where their own staff confirmed the duplicate-account situation and initially offered me a partial refund (20%), but then later refused a refund altogether, citing a no-refund policy.This situation is misleading and unfair:I never used the service beyond trial.I had no visibility to cancel the hidden plan.Their own team admitted multiple accounts existed under the same email, which is confusing and misleading.I am requesting a full refund of $309.99 USD and permanent cancellation of any active subscription under my name.

  

  Business Response

  Date: 09/09/2025

  Dear REMOVED,
  
  Thank you for taking the time to share your concerns. We have carefully reviewed your account and the billing associated with your subscription.
  
  Our records confirm that your Spocket subscription under the email address REMOVEDconnected to your Shopify store, remained active following the end of its trial period. As outlined in our Terms & Conditions (Section 6 Fees & Payment Terms), subscriptions automatically renew unless cancelled prior to the renewal date, and all charges are final once processed.
  
  In this case, the renewal on September 2, 2025, was valid under an active subscription, and therefore a refund cannot be issued. However, we have ensured that your subscription has been fully cancelled so that no future charges will occur.
  We regret any frustration this situation may have caused and appreciate your understanding of our policies. Please rest assured that your feedback has been noted as part of our ongoing efforts to improve clarity and transparency in subscription management.
  
  Regards,
  Spocket

  Customer Answer

  Date: 10/09/2025

  Thank you for your response. However, I must respectfully disagree with the conclusion provided. I would like to clarify and provide new evidence that further demonstrates why the $309.99 USD charge is unfair and should be refunded.
  

  1. Evidence of First Failed Attempt
  I have now located the correct screenshot from my bank showing the first failed attempt to charge my card for $309.99 USD on 27 August 2025 (attached). This clearly proves that: Spocket attempted to debit my account before September 2, 2025. After this failed attempt, I checked my account and email, and everything still showed a Basic plan, with no indication of an active paid subscription. At no point was I presented with a clear cancellation option.
  

  2. Lack of Transparency and Cancelation Path
  From the very beginning, I was asked to pay $1.99 USD just to start the trial. Unlike other platforms, there was no free trial without entering card details. I never knowingly saved my card information on Spockets platform; yet the charge was processed automatically after that $1.99.
  When I logged back into my account later, the system still displayed a Basic plan, and I could not see or access any option to cancel. Even today, when I log in, I am simply asked to re-subscribe or pay again.
  

  3. Unused Service
  It is crucial to highlight that I never used Spocket beyond the first day of trial. I did not import products, process orders, or operate any Shopify store linked to Spocket. The subscription remained REMOVEDdue to personal health matters in my family. This is not a case of someone using the service and then asking for a refund it is a case where the service was never used at all.
  

  4. Unfair Renewal After Failed Payment
  In most subscription services, when a renewal attempt fails, the subscription is automatically canceled. Instead, Spocket made multiple attempts until my salary was deposited back into my account, and only then did the charge go through. This practice does not align with fair consumer standards.
  
  Conclusion & Request
  Given the above facts and attached evidence, I kindly ask BBB to recognize that:
  The subscription was never used beyond the initial day of trial.
  The cancellation process was not transparent or accessible.
  The charge was made only after repeated attempts, despite a first failed billing.
  I respectfully request a full refund of $309.99 USD, as retaining this amount for an unused service is unjustified.
  

  Thank you very much for your time and attention.
  

  Sincerely,
  REMOVED

  
  

• Initial Complaint

  Date:29/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 12, 2025, I signed up for Spocket's monthly plan, which includes a 14-day free trial as advertised in their refund policy. I canceled my account on August 19, 2025 7 days into the trial which is well within the 14-day free trial period.According to Spockets published refund policy:For monthly subscription plans, cancellation effected during the initial fourteen (14) day free trial period shall result in no charges.Despite this, Spocket charged me $109.99 on August 19, 2025, the same day I canceled. I immediately contacted their support team, quoted the refund policy, and requested a refund. Instead of resolving the issue, they rotated support agents who repeatedly responded with templated no-refund responses while ignoring the fact that I canceled within the free trial window.I have provided documentation to my bank and submitted a formal dispute. Spocket continues to refuse a refund despite clear evidence that their own policy was not followed.

  

  Business Response

  Date: 01/09/2025

  Hi there!
  
  Thank you for reaching out and sharing the details of your concern. We understand how important clarity is when it comes to billing and trial periods, and weve carefully reviewed your case.
  
  According to our records, the charge of $109.99 on August 19, 2025 was processed under an active subscription at the time of billing. While we regret any confusion or inconvenience this may have caused, our Terms & Conditions (Section 6 Fees & Payment Terms) outline that all charges are considered final once processed. As such, we are unable to issue a refund in this case.
  
  We sincerely apologize for the frustration this situation has caused. Please know that your feedback has been noted as we continue to refine and improve the clarity of our processes. If you have any further questions regarding your account or preventing future charges, our support team is available to help.
  
  Warmest regards,
  REMOVED

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23815096
  
  I reject Spocket's response. Their reply avoids addressing the central issue of my complaint:
  At the time of my signup (August 12, 2025), Spocket's published refund policy clearly stated that cancellations made within the 14-day free trial would result in no charges.
  I canceled on August 19, 2025, which is Day 7, well within that 14-day window.
  Despite that, Spocket charged me $109.99 and continues to refuse a refund.
  Additionally, I have documented evidence that Spocket changed their refund policy from "14 days" to "7 days" after I submitted my complaint and dispute, which appears to be a retroactive attempt to avoid honoring their previous terms. I submitted a screenshot of both versions to the BBB.
  Their reference to Section 6 (Fees and Payments) is irrelevant that section governs billing mechanics, not refund eligibility. The charge violates their refund policy as it existed when I signed up and canceled. They have failed to take responsibility or offer a resolution.
  I am requesting that this complaint remain open and unresolved. I will continue with my bank dispute, and I am also exploring regulatory options with the REMOVEDand Texas Attorney General's Consumer Protection REMOVED

  

  Business Response

  Date: 10/10/2025

  Hello REMOVED,

  Thank you for your message and for providing the details of your concern. We completely understand how this situation can be frustrating and appreciate the opportunity to clarify.

  Please note that Spockets trial period is 7 days, not 14 days. When you signed up for the monthly plan on August 12, 2025, your trial ended on August 19, 2025, at which point the subscription automatically renewed for the next billing cycle. The charge of $109.99 on August 19, 2025, was therefore generated automatically at the end of the 7-day trial period, as outlined in our subscription policy.

  As part of our no-refund policy, payments made after the trial period end are non-refundable once the subscription renews. This policy is in place to ensure consistency and transparency for all users.

  That said, we truly value your feedback and would like to help make things right. As a gesture of goodwill, we can reactivate your account and add one free month of access so you can continue exploring Spockets features and make the most of your subscription.

  If youd like us to proceed with reactivating your account, please reach out to our customer support team for assistance. 

  Thank you again for reaching out and for giving us the opportunity to clarify and assist.

  Sincerely,
  REMOVED
  Sr. Customer Success | REMOVED

  Customer Answer

  Date: 10/10/2025

   
  Better Business Bureau:

  I am writing to confirm that I have already received a refund related to the charge that occurred when your trial page previously stated a 14-day trial, which was later changed to 7 days after a message was sent from the BBB.
  Thank you for your attention to this matter.

  REMOVEDJr

• Initial Complaint

  Date:12/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to request the cancellation of my subscription and a refund for the recent charge. I signed up for DS spocket a third party app through REMOVED..while exploring dropshipping options through REMOVED, but I quickly realized I misunderstood how the platform works and how the service integrates with REMOVEDsomeone new to e-commerce, I was under the impression that certain features would be automatically managed through REMOVED. Unfortunately, I didnt fully grasp the setup process, and I didnt intend to maintain an active subscription with DS Sprocket once I realized it wasnt the right fit for my needs.I genuinely appreciate the tools and resources the company offers, and I can see how valuable they are for experienced users. However, Im currently not in a position to utilize them effectively and would be grateful if they could consider a refund for the recent charge of $99.00 and confirm the cancellation of my subscription. Which was canceled over a month and 2 weeks ago.i closed my store June 27 With my REMOVEDstore there exact words ("Regarding your recent cancellation, we see that the account registered remained active the whole time. This allowed it to renew into a paid plan, resulting in a charge to your account")How can my account possibly be remained active while my account was cancelled I have provided account information stating that my account was closed on the 27th of June

  

  Business Response

  Date: 13/08/2025

  Hello REMOVED,
  
  Wed like to clarify that REMOVEDand Spocket are two separate platforms with independent subscription systems. Closing or canceling your REMOVEDstore does not automatically cancel your Spocket subscription, as these need to be managed separately.
  
  Based on the previous conversations with our team, we have already explained your trial end date and the reason for the charge. The account remained active after the trial ended, which led to the renewal into a paid plan and the subsequent $99.00 charge.
  
  Your subscription has now been canceled to prevent further billing.
  
  Warmest regards,
  REMOVEDstart="725" data-end="728"> REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 13/08/2025

   
  Complaint: 23736592
  
  I am rejecting this response because due to my REMOVEDstore being closed My other spocket account was closed as I understood. I have not used their service one time and I do not plan on using their service so I paid $99 for what nothing
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 18/08/2025

  Dear REMOVED,
  
  Thank you for your response. Wed like to clarify an important point about the relationship between REMOVEDand Spocket:
  Separate REMOVEDstart="472" data-end="475"> Shopify and Spocket are independent platforms. Closing or canceling your REMOVEDstore does not automatically cancel a Spocket subscription. This is why your Spocket account remained active even after your REMOVEDstore was closed.
  
  Trial End Date & REMOVEDstart="744" data-end="747"> Our records show that the trial period on your Spocket account ended, and since no cancellation was submitted directly through Spocket, the account automatically renewed into a paid plan. This process and the trial end date were previously explained in our correspondence.
  
  Service REMOVEDstart="1046" data-end="1049"> While we understand you did not actively use the subscription, the charge was valid as the account remained open and active until canceled within Spocket itself.
  
  Next Steps
  Your Spocket account has now been canceled to prevent any further charges.
  Unfortunately, since the subscription was not canceled prior to renewal, we are unable to issue a refund for the $99.
  
  We appreciate your understanding and sincerely regret any confusion caused by the assumption that closing your Shopify store would automatically close Spocket.
  
  Warm regards,
  REMOVEDstart="1628" data-end="1631"> REMOVEDSpecialist | REMOVED
  

  Customer Answer

  Date: 19/08/2025

   
  Complaint: 23736592
  
  I am rejecting this response because  was unaware of the involvement between the two companies I thought that if I close my Shopify  account that this would automatically close everything else that was related apparently I was wrong I didn't think I authorized the charge for somebody to take the money for me like that and me not receiving anything for it . There's no kind of compensation that I could get I live paycheck and paycheck and that $99 put a hurt on me for 2 weeks digging out nchange from my couch just to eat
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 27/08/2025

  Dear REMOVED,
  
  Thank you for taking the time to respond and for sharing more about your situation. We truly understand how unexpected charges can create a financial strain, and we are sorry to hear about the difficulty this has caused you.
  That said, we would like to clarify once again:
  Separate Platforms Shopify and Spocket are completely separate platforms. Closing your REMOVEDstore does not automatically cancel your Spocket subscription. This is why the account remained active even after you closed REMOVED
  Authorized Charge Our system records confirm that your Spocket account trial ended and renewed into a paid plan. Since the subscription was not canceled directly within Spocket, the $99 charge was valid and processed correctly.
  Prior Explanation This was explained in our earlier conversations, including the details of your trial end date and the reason the charge occurred.
  Next Steps To ensure there are no further charges, your Spocket account has now been canceled and is fully inactive.
  
  While we regret that we cannot provide a refund in this case, please rest assured there will be no future billing from Spocket.
  
  We sincerely regret the confusion and financial inconvenience this has caused, and we appreciate your understanding.
  
  Warm regards,
  REMOVEDstart="1717" data-end="1720"> REMOVEDSpecialist | REMOVED

• Initial Complaint

  Date:21/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Im reaching out because I noticed that I was charged for a subscription I never used. I tried to cancel the service just a few days after I signed up, but your cancellation process is very complicated and unclear, so it seems my cancellation didnt go REMOVEDIve been charged for a service I never used even once. I just cancelled my entire account, but even then I did not receive any confirmation email, which adds to the confusion.I find this process very misleading and I kindly ask you to review my case and issue a refund.I do not have any other account or email. Ive never even heard of your site before I signed up with my only email address: REMOVEDjust to try the free REMOVEDplease dont tell me the transaction is under a different email when you clearly charged my card the money is not on my account anymore.Logically: if I didnt have enough funds in early July, but later you were able to successfully withdraw the amount, then obviously the payment went through, linked to the email I registered with.

  

  Business Response

  Date: 30/07/2025

  Dear Veronika,
  
  Thank you for reaching out and sharing your concerns.

  
  After thoroughly investigating the email address REMOVEDwe were unable to locate any successful transactions linked to this account. Our records show that there was only a charge attempt, but no actual payment was processed or completed.

  
  You may verify this directly with your bank or card issuer. In many cases, pending charge attempts may temporarily reflect on a statement but will drop off without final settlement if not successfully processed.
  Given this, there is no completed charge associated with your account, and as a result, no refund is necessary.

  
  We hope this clarifies the situation, and if you have any further questions or other email addresses youd like us to check, wed be happy to assist.

  
  Warm regards,
  Mark
  REMOVEDSpecialist | REMOVED

• Initial Complaint

  Date:21/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported multiple unauthorized charges by Spocket totaling $269.95 across two different credit cards via the email REMOVEDand they said I had no active subscription or access to the service.*I mentioned I attempted to sign up for a Pro trial but was charged multiple times ($59.99 and $29.99) across two different cards without successful activation. *Repeatedly contacted Spocket support, providing account emails, card details, and screenshots of the charges. *Spocket claimed they could not find any matching active account or subscription under my emails and insisted the charges must be linked to another email address and I gave other e-mails for them to investigate.*Despite clear evidence and repeated requests, Spocket did not cancel the account or issue a refund.*The support team continued to ask for more information instead of stopping the charges or acknowledging the cancellation attempts. I even tried doing forget password under the email and it said I had no account. *I escalated the matter to REMOVEDafter failing to resolve the issue directly with Spocket.*Spocket closed the support ticket without resolution, recommending she block future transactions through her bank.*Then Spocket showed records of my account under REMOVEDthe account I had been emailing them the whole time that they continually said I had no account under. REMOVEDrefused to cancel the account on my behalf, since I couldn't for this free trial that I couldn't even access, repeatedly claimed no matching account existed, continued charging me, and denied her refund request, despite her providing proof and attempting to cancel. I was also charged duplicate times. After asking for this info below, they then again said I did not have an account and just asked for more emails:REMOVEDBluecard: 1009 June 19: $59.99 June 2: $59.99 REMOVEDChecking: 6847 June 20: $59.99 May 20: $59.99 May 19: $29.99 Grand Total=$269.95

  

  Business Response

  Date: 30/07/2025

  Hi there!
  
  Thank you for bringing this to our attention.

  
  Upon investigation, we were able to locate a single account under the email REMOVEDThis account was enrolled in a Pro monthly plan, and we confirm that only one chargedated June 2, 2025was billed under this account for the billing cycle covering June 2 to July 2.

  
  The other transactions you mentioned (totaling $269.95 across two cards) are not associated with this email or any other accounts linked to the information you provided. As a result, we were unable to verify or locate those charges in our system, even after checking against the additional email addresses and screenshots you submitted.

  
  Because these other charges are not traceable on our endand to ensure your financial securitywe recommended that you contact your bank directly and file a dispute for the transactions you believe are unauthorized. This is a standard approach when there is a mismatch between customer-provided details and our system records, especially to prevent further delays in resolving the issue from your side.

  
  Please also note that multiple support tickets related to this matter were closed after going unanswered, limiting our ability to fully investigate.

  
  We remain open to continuing our review if you're able to provide any other email addresses or reference IDs that may be linked to those additional charges. You may reach us again at REMOVED.

  
  Warm regards,
  Mark
  REMOVEDSpecialist | REMOVED

  Customer Answer

  Date: 30/07/2025

   
  Complaint: 23614313
  
  I am rejecting this response because:

  I am providing proof of these charges and they already acknowledged this with my credit card. Despite my repeated attempts to contact Spocket and inform them that I could not access or locate an account under my email address, they continued to charge my credit card. Each time I reached out, Spocket claimed that no such account existed. However, when my credit card company intervened, Spocket reversed course and asserted that I did, in fact, have an account and had knowingly authorized the charges. This is clear in the documents provided.
  
  I have submitted to my credit card provider documentation provided by Spocket that clearly shows my email associated with the account, including a
  customer insights page reflecting $269.95 in charges through July 2025. This confirms that Spocket was aware of the account but misrepresented
  the situation in direct communications with me and in their response to BBB.
  
  Additionally, I was charged multiple times per month, including three charges in May, two in June, and three in July. Indicating duplicate subscriptions and billing errors. I would never authorized multiple subscriptions for the same feature, and at no point was I able to access the account to manage or cancel any services, as
  they claimed with the credit card dispute.
  
  After being unable to  resolve the issue with Spocket, I had no choice but to request that my credit card company block future charges. Spocket's inconsistent and misleading responses. First denying the existence of an account and later confirming it when questioned by my credit card company. This is deeply concerning and appear to be intentionally evasive.
  
  I am seeking a full refund for the unauthorized and duplicate charges and request that Spocket cease all billing activity tied to my information.
  
  Sincerely,

  
  REMOVED

  

  Business Response

  Date: 20/08/2025

  Hi there, REMOVED!
  
  We cant find the repond option in BBB platform. Perhaps, can you please relay this message to the consumer?
  Thank you for your follow-up. We would like to clarify a few important points regarding your concern:
  
  Account Verification
  After investigating the records, the only subscription we located under the email REMOVEDwas a billing cycle from June 2 to July 2, 2025. No other subscriptions or duplicate charges are connected to this email address in our system.
  
  Additional Transactions
  The other transactions you referenced do not appear under the email addresses you have provided to us. This is why our team advised you to coordinate with your bank, as they are best positioned to trace transactions processed under different accounts or credentials.
  
  Refund Requests and Dispute Process
  Because these other charges are not visible on our end, we are unable to directly issue a refund for them. In these cases, the correct process is to continue working with your credit card provider to dispute the charges. They have full visibility of the transaction trail and can assist you in recovering funds linked to accounts outside of the one confirmed under your provided email.
  
  Next Steps
  
  We can confirm that the subscription under REMOVEDhas been canceled to prevent further billing.
  
  For any additional charges you believe are linked to your information but are not reflected under this email, we strongly recommend pursuing the dispute process with your credit card provider, as previously advised.
  
  We want to assure you that there is no intent to be evasive. The challenge lies in that we can only view and act on accounts tied to the verified email(s) in our system. Any charges processed under other accounts are outside our direct control.
  
  Regards!

  Customer Answer

  Date: 27/08/2025

   
  Complaint: 23614313
  
  I am writing to formally reject Spockets response regarding the disputed charges on my account. Their explanation is inaccurate and inconsistent, and I have included supporting documentation to show the discrepancies.
  
  Spocket informed my credit card company that I had an account under REMOVEDand claimed I could cancel it myself, implying the charges were legitimate. However, during my direct communications with Spocket, they repeatedly told me I did not have an account and refused to cancel the charges on my behalf.
  
  This means:
  
  Spocket presented two conflicting versions to me, they stated I had no account; to my credit card company, they claimed I did.
  
  They knowingly continued to charge me while refusing my repeated requests to cancel, despite having proof of the account themselves.
  
  The charges only stopped because I had to request that my credit card block Spocket from billing me any further.
  
  The recently attached documents provide clear proof of these interactions, including Spockets communications to me and the evidence they submitted to my credit card company. This demonstrates contradictory statements and a lack of good faith in resolving my cancellation requests.
  
  For these reasons, I am rejecting Spockets response and request that the disputed charges be permanently reversed.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  REMOVEDJ. REMOVED
  
  

  

  Business Response

  Date: 01/09/2025

  Hi REMOVED,
  
  Thank you for taking the time to provide additional details regarding your concerns. I want to assure you that weve carefully reviewed your case and the supporting documentation you mentioned.
  
  That said, we must respectfully reiterate that all subscription charges are valid and were processed under an active account. While we certainly understand your frustration, our strict no-refund policy prevents us from issuing a refund in this situation. This policy, outlined in Section 6 of our Terms & Conditions, applies to all customers and ensures fairness and consistency across our platform.
  
  We sincerely regret any confusion in past communications, and we acknowledge how frustrating this experience has been for you. Please know it is never our intention to cause difficulty or misunderstanding.
  
  While we are unable to provide a refund, your feedback is important to us, and we are continually working to improve the clarity of our processes and support responses. If you need further assistance with ensuring that no future charges occur, please dont hesitate to contact us directly.
  
  Warmest regards,
  REMOVED
  

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23614313
  
  I am rejecting this response because:

  Thank you for your reply. I appreciate the acknowledgment of my concerns. However, your message confirms that you were aware of the subscription charges the entire time, despite previously telling me I did not have an active subscription.

  
  More importantly, the screenshots I shared clearly show duplicate charges being processed in the same month for the same subscription. Even if your no-refund policy were to apply, there is no circumstance where I should be charged multiple times for the same service. By definition, you cannot provide the same subscription twice in the same period, so these duplicate charges cannot be considered valid.

  
  While I understand your stated policy, this situation is outside of that scope and should not be dismissed as a standard case. I ask again that you review the duplicate transactions specifically and address why I was billed more than once per month for the same service.
  I look forward to resolving this matter appropriately due to your error.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/09/2025

  Hi REMOVED,
  
  Thank you for your follow-up and for clarifying your concerns. I sincerely apologize for any frustration this ongoing situation has caused you.
  
  I want to directly address the point you raised: duplicate billing is not something that should occur under any circumstance. While our internal system currently shows only a single subscription charge under the email REMOVEDI completely understand your position and the seriousness of your concern.
  
  As this matter involves charges we are unable to locate or verify on our end, the best and most effective step would be to continue working with your bank or credit card provider directly. They are fully equipped to investigate and resolve disputed or duplicate transactions, and they can ensure that any invalid charges are reversed.
  
  Thank you again for your patience and understanding in this matter.
  
  Regards,
  Spocket

  Customer Answer

  Date: 16/09/2025

   
  Complaint: 23614313
  
  I am rejecting this response because:

  Thank you for your reply. However, I need to clarify something important: a bank cannot reverse or resolve charges on its own unless you, the merchant, authorize it. They only act after the business that originated the charges takes responsibility.

  
  In this case, I have already worked with my bank, as you are well aware, and they confirmed what I explained previously, you are accountable for the duplicate charges. You told them you charged me and it was my subscription and could not be refunded due to your policy. Since it was your system that processed them in error, it is your responsibility to reverse or refund them. Suggesting that the bank resolve this is inaccurate, because they cannot override a merchants decision. 

  Additionally, you previously told me you cannot refund these charges, despite acknowledging that duplicate billing should not occur. That leaves me in the position of being charged multiple times by your system with no corrective action on your part.

  
  I expect Spocket to take accountability for these charges and issue the appropriate refund directly, as this situation was caused by your platform, not by the bank. They are not responsible for paying for your error. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/10/2025

  Hello REMOVED,
  
  Thank you for your reply and for taking the time to share your perspective. We understand how frustrating billing issues can be, and we truly appreciate your patience as weve reviewed this matter.
  
  As mentioned previously, our investigation found that the transactions were successfully processed under an active account and were not system errors. We have not identified any duplicate billing originating from our end. However, we fully support your decision to continue working with your bank on this matter and remain available to provide supporting documentation to assist with their review.
  
  If you have additional detailssuch as a different email that might have been used during signup or transaction receipts reflecting duplicate chargesplease share them with us, and well be glad to recheck the records to ensure nothing was overlooked.
  
  We appreciate your understanding and the opportunity to clarify this situation.
  
  Sincerely,
  REMOVED
  Sr. Customer Success | REMOVED