ComplaintsforCin7

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We renewed our annual service with Cin7 (Orderhive) in March 11, 2023 and by March 28, 2023 the service was not working properly. We had reached out to them on March 28 to get the issues resolved but no one had gotten back to us. We emailed on April 13, 2023 to cancel our subscription, again no one responded. At this point, they have had so many complaints that they sent out an email on April 27 saying they were discontinuing orderhive and had to rebrand Orderhive under a new name (Cin7 ***** *********** was not working properly in March and we had canceled the service in April. We want a full refund as we paid for a year of service we are not getting.

  Business response

  06/21/2023

  The customer "*******************************" subscribed for digital inventory management software "Cin7 Orderhive" on 10th March'2022 and has been using the product till 5th June'2023 as seen in the Orderhive account attatched with documents for evidence. The product was actively used and subscribed for more than a year now and there is no base for chargeback. The subscriber is liable to pay and the payment should be received by us for the services used. The subscriber could have submit cancellation request from the portal and the subscription would have not charged them.
  
  Also, since the Bank is reviewing the chargeback claim and the counter evidence submitted, it would be fair to wait for the verdict from the Bank coming soon. Orderhive is a well know inventory management software company and adhere to fair business practices. We are hopeful for a fair decision on this matter.
  
  Please do let us know for any other information required from our end.

  Customer response

  06/27/2023

   
  Complaint: 20149292
  
  I am rejecting this response because:

  We have been using orderhive since March 2021, with an annual subscription each year. On March 7, I had reached out to our rep ***************** to let him know there were major glitches happening with the software. ***** set up a zoom meeting on March 10, one day before our next annual was to be billed, to go over the glitches. The glitches were not resolved and we were billed the next day for a full year (March 2023-March****). On March 28, we reached out to ***** again to get help with these glitches as it was severely impacting our inventory management. We never heard from ***** again. On April 12 we requested to cancel the subscription as the software was no longer working properly as it was intended. The reason their software shows us logging in after April 12 until recently was to get data needed to transfer information we needed to move forward with our company as well as proof for the bank of items not working properly. It is also worth noting in the same month we started seeing the major glitches was when ********* decided to "retire" their product but "let" the customers who signed up in March 2023 to continue using the product until March ****. They basically took everyone's money that month, knowing their product no longer works properly, and basically disappeared. It is also worth noting, to this day, nobody from Orderhive has tried to address the glitches we needed corrected from March 28. 
  
  Sincerely,
  
  *******************************

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