KPcommerce Bigcommerce Designer KPCommerce.net,Russ from KPcommerce, is a Scam Myrtle Beach South Carolina

We'll start by saying that the name of the person (Steven K.) who filed this complaint is not a former client of ours, we assume that Steven K. is a friend of Henry Zhang who is  responsible for filing a complaint 2 days earlier. The response below is the same response we provided relating to Henry's June 1st filing.

KPCommerce.net is a reputable website design company that has been in business for over 3 1/2 years now and our reputation has always been impeccable. We service hundreds of small and medium size online retailers and have grown our success by always providing quality service to our clients. Here is proof of our proven reputation:

Market Watch at the Wall Street Journal

Unfortunately as part of any business, there will be an occasional circumstance where a client can have buyer’s remorse or some other reason to change their mind about the services paid for. With Henry, he had booked 2 different projects with us and asked us to start them quickly as “emergency” projects.  He paid the initial deposits of $1,000 each, total of $2,000 for both (the deposits were based on a total project cost of $2500 each – total of $5,000 for both). We had already begun working on both projects within a week and spent time in drawing the initial concepts but while we were well into the work, he asked us to cancel the project and provide a refund.

We re-iterated the Terms of Service that he was required to read and agree to prior to paying the deposits on our website and we asked that rather than he lose the deposits as per our TOS, that we continue working with him and make great websites as promised. Our TOS states that once work has begun, 50% of the project cost will be retained, in this case, his deposits were less than 50% of the total cost but we did not feel the need to press that matter, our goal was truly to continue working with him to completion of both projects. He did agree to provide feedback on both design concepts but never did and subsequently initiated a credit card dispute several weeks later. In spite of our continued efforts to work with the client by better describing the design process and asking for feedback on the designs so we could continue the projects, he was firm in his decision.

Our payment processor is PayPal and when they received the dispute from Henry, we were automatically put into their “Dispute Resolution” process which is where they (PayPal) accept information from both parties and make an informed decision about whether or not a refund is appropriate. After we provided all evidence of our communications with Henry, PayPal sided in our favor and disputed with the clients credit card on our behalf. Please click the link to see a screen shot of PayPal’s response to us regarding this dispute:

PayPal Resolution Dispute

Clearly PayPal felt our position in the matter, particularly with regards to our Terms of Service, was that no refund should be due and they did continue to work on our behalf by disputing the matter with Henry’s credit card company.

On June 13^th, only a week or so after Henry filed the complaint on this website, PayPal received word from Henry’s credit card company that they did not accept the dispute and consequentially, PayPal was forced to provide the refund as you can see evidenced here:

PayPal Dispute Resolution Complete

So in the end, Henry was in fact provided a refund after we accepted PayPal’s terms to control the Dispute Resolution process. We are comfortable with PayPal’s decision to dispute on our behalf and accept that the client’s credit card company sided with their paying customer.

Our advice to anyone is to always closely read the Terms of Service as it is considered the contract of work. We always try very hard to work with our clients if there are issues or concerns and until this client we have never had any issues to resolve but we will enforce our Terms of Service very strictly whenever we feel the client has made an attempt to break the contract unreasonably.

If you have any questions about this dispute, we are completely open to discussing the matter freely and maintain no ill will towards Henry…we hope he has the greatest success with his business.

Respectfully,

Russ Gahart, Owner

KPCommerce.net