A : I bought it, tried to install on 3 different servers and after 1 hour I could not succeed. (certainly an issue with malwarebyte which blocked the installation for security reason) and of course I don't want to take any risk. (I have been installing softwares on Linus for mor than 5 years ! I am not a newbie !)
Can you please send us a screenshot with the exact warning or error you got?
You should also know that we know when and how a license is being used.
Checking yours, we can see you were able to install it on a server at o2switch, so if you where to get a security warning of some sort, you should have gotten it from the start, this is why it makes this interesting and if indeed you got it, we'd like to fix it for future users.
You also say you tried to install it on 3 different servers, but our records don't show this. In order to retry installing on a different server, you need to issue a license reset, which in your case doesn't show.
So yeah, if you could shed some light on this, it would really help us and future customers.
B : exactly one hour after failing, I asked you kindly to make a refund and I HAD TO buy another software from your competitors (emailer) because I HAD TO send my Christmas newsletter urgently.
The way this generally works is that people that have issues with the app for a reason or another, ask for help, they get the help they need and they can use the app.
C : as a professional and FAIR seller, I expected that Mailwizz answered right away and accept my demand. But I did not get any answer. WORST, the next day, they asked me to join a FORUM to make my request... a forum ? where everybody can see that there might be a security issue and HOW you treat your customers ?
We do accept and issue refunds, but as I said earlier, we need to understand what went wrong so other customers don't suffer same problem.
You have been sent to this forum because this is our official support medium. This is a public forum, where people can discuss freely, BUT this forum also has a support tickets area, which you can see in the header, which leads you to a private support tickets area.
@cnrevolution.cr1 pointed this out before you wrote your reply, but you didn't even bother to acknowledge it.
D : I asked you kindly for a refund for 2 reasons : 1 - my installation problem and security issue and 2 - because I had to buy another software du to your lack of answer, your reaction time and the fact that you sent me within 2 days from one place to another... to finally tell me to claim directly at envato with a provocative "good luck"... meaning that there is no chance that I get a refund.
You say our lack of answer, but we always have answered your queries in a timely manner. Also you state issues, but you never actually show us what those issues are, which we need to know in order to know what next steps to take.
Again, you don't even bother to acknowledge that we try to help. And the refund request has to go through Envato, we have no power to refund you otherwise, unless you go through Envato, these are the rules, we don't make them.
Yes for sure I will make a review on social media in all languages (thanks AI) and you are lucky... my network has many thousand of followers. Don't worry I will not say anything wrong about the quality of your software (how can I ? I could never use it), I will just explain my security issues and the fact, that however I asked you KINDLY only one hour after purchasing to cancel my order and make a refund because of the urgency to use it, you simply ignored it and now you will make everything possible to refuse the refund. It is all about FAIRNESS.
You can do whatever you wish, of course, that's not really any of our concern.
Our concern is only related to the app itself, if you indeed had the issues you said you had, please let us know exactly the problems you encountered so we can see if they are indeed issues or not and if they are, correct them for future customers.
As for the refund itself, as stated in our first reply, you'll get it if it falls under the terms of refund, is that simple, that's why we sent you to make a refund request in the first place. But again, you just don't want to acknowledge the information provided to you.
