Why is my refund email request not being processed?

Bugs or Unexpected Behavior
1

Describe the bug
Hello, my BetterTouchTool was purchased from 03-17. During the re-use, the computer became more and more stuck, and I used an external touchpad.
I hope to apply for a refund, it seems that the description on the home page supports 14 days

Affected input device (e.g. MacBook Trackpad, Magic Mouse/Trackpad, Touch Bar, etc.):
Trackpad, Touch Bar

Screenshots
If applicable, add screenshots to help explain your problem. (You can just paste or drag them here)

Device information:

  • Type of Mac: 19 MacBookPro
  • macOS version: Monterey
  • BetterTouchTool version: (please post the exact version - not just "the latest one")
    3.742

Additional information (e.g. StackTraces, related issues, screenshots, workarounds, etc.):
Email:249562530@qq.com

2

Refunds are usually done within 14 days after the request, you should receive yours soon.

3

Hi Andreas,

I have also been waiting for a refund request to be processed that I submitted on January 5, 2025. Please can you take a look at my request?

4

you have made a credit card charge back that cost me more than 20€ less than 14 days after you requested the refund. I have been trying to get this cancelled (then I can do a regular refund), until then I can’t give further updates.

Refunds usually happen within 14 days of the request, but I have been quite busy with a newborn here which is why they can be a bit delayed.

1 Like
5

Hi @Andreas_Hegenberg, I purchased BetterTouchTool on Jan 28. After giving it a try for a few hours, I feel like it's not for me. So I sent you a refund request on the same day and 2 more a few days later but I haven't heard from you since then. Have you seen my request?

6

Why would you buy a license to try BTT for “a few hours” when you can try it for 45 days for free?

7

refunds are usually processed within 14 days, but sometimes can take slightly longer. For example the whole process only starts 48h after BTT was last used on the machine that activated the license.

This is because recently refunds have often been used by scammers, they purchased BTT licenses, re-sold them multiple times at very cheap prices and then requested a refund. The people scammed by them would then contact me and ask why their license stopped working. This is why now there is a period in which the license must not have been used, only after that a refund can happen.

@frank1 I should probably stop offering refunds as they always lead to annoying support requests and cause a lot of work as the process can not be fully automated. As you mentioned the 45 day trial should really be enough. I just need to look up how to do it correctly and stick to the EU law.

1 Like
8

Hi, it'd been 28 days since I first sent a refund request but I haven't received any confirmation yet.
But I've decided to keep the license to give it a try when I have time in case you have not started the refund process yet. Sorry for your inconvenience!