SITE123

Hello, Thank you for taking the time to submit a review. We would like to clarify that the responsibility for renewing your products lies entirely with the account owner. While we provide the technical tools to help you keep your products up to date, it is your duty to monitor product expiration dates and ensure timely renewals. We do offer an auto-renewal option as a convenience, but please note that this feature does not relieve you of your responsibility to renew your domain before it expires. Even with auto-renewal activated, it may fail for various reasons, such as a declined card, a transaction not being approved by your payment provider, or insufficient funds. Additionally, please be aware that the domain you purchased does not come with a grace period. Once it expires, the domain immediately enters a redemption period. This policy is set by the domain registry and is beyond our control. If a domain enters redemption, a redemption fee must be paid to restore it. We do not determine the requirement for the redemption fee or its amount; those are set by the domain registry. While in redemption, only the current domain owner can restore the domain; it cannot be purchased by anyone else. You have the option to pay the redemption fee to have the domain restored by the domain registrar and registry. Alternatively, you can choose to wait until the domain is fully deleted and becomes publicly available for repurchase. However, please note that if you take this route, you risk the possibility of someone else purchasing the domain. You can contact our domain team at [email protected] and share your decision, and our team will be happy to assist you. Best Regards SITE123 Team

你好， 感谢您抽出宝贵时间提交评论。 我是 Thomas，SITE123 的支持经理。 为了确保您的电子邮件成功送达预期收件人，我们的平台利用 SPF（发件人策略框架）记录进行验证。虽然 DKIM 和 DMARC 等方法也用于电子邮件身份验证，但 SPF 是我们在系统上使用的可靠替代方案。因此，我们当前不提供修改或添加 DKIM 和 DMARC 记录的选项。 由于您的评论不包含识别详细信息，因此我无法进一步调查您的具体情况。 我想邀请您通过我们的聊天服务直接与我联系。或者，您可以发送电子邮件至 [email protected] 并请求与我交谈。我非常乐意调查您的案件并提供进一步的帮助。 最好的问候 托马斯 SITE123 支持经理

Hello, Thank you for submitting your review. My name is Thomas, and I am the support manager for SITE123. I was the manager who assisted you with this matter. I would like to clarify that the domain transfer process is external to SITE123. The transfer involves communication between your current domain registrar and the registrar you wish to transfer the domain management to. SITE123 does not have any control over this process. Your domain transfer was rejected by the current registrar due to an issue that has since been resolved between the two registrars. We can only submit a request for a review, and the time it takes to resolve any issues depends on the registrar's investigation. Please note that our team did everything possible to assist you with this external process. Our domain team also promoted the resolution of this issue with the registrar. To further assist you, our support agent escalated the case to me. As soon as we received a request from the registrar to initiate the process again, I promptly informed you. Again, please understand that the domain transfer process is beyond SITE123's control. Any issues that arise during this process are addressed by the domain registrars, not by SITE123. If you need assistance with your SITE123 account or any products that we manage, we would be happy to help you further. Best regards, Thomas Support Manager, SITE123

Hello, Thank you for taking the time to submit your review. We would like to address the concerns you raised in your review. Auto-renewal is a feature designed to keep your website online for both current and future customers. It is essential to ensure that all the effort put into your website and its promotions isn't undermined by unwanted takedowns due to payment issues. This continuity is vital for maintaining your website's reliability in the eyes of search engines, which can improve its ranking. You have the option to disable auto-renewal at any time. However, please note that the auto-renewal process begins approximately 14 days before the expiration date. This early initiation allows time for any necessary technical aspects of the renewal to be completed and for any issues to be addressed while your website remains online. If you choose to disable auto-renewal, it must be done at least 14 days before the expiration date and before the renewal process has started. Disabling it after the process has begun will not cancel the renewal, and it will still be completed. According to our records, since your initial purchase in 2017, you have chosen to disable auto-renewal and renew your products manually. As previously mentioned, auto-renewal is designed to keep your website online. Therefore, when you manually renew your products over the years, this feature is automatically enabled again. This means that each time you manually renewed your products, you were aware of the need to disable the renewal option afterward. We noticed that your last two renewals, one in 2022 and another in 2024, were completed manually. However, after the renewal was processed on April 19, 2024, you did not disable the auto-renewal option, leaving it active, which led to the initiation of the renewal as intended. Your initial contact with our team after the recent renewal was regarding the renewal amount. With previous renewals, as a token of appreciation for being a long-time user, you received various discounts, which are not typically offered. Therefore, our team offered you a 20% discount, which you declined while requesting a refund. As noted in our terms of use, we do not offer refunds for renewals, whether initiated automatically by the system or manually by the website owner. It is the website owner's responsibility to ensure their product renewal; if they do not wish to renew, they must manually disable the renewal option before the process begins. When a refund is requested, our team reviews the request accordingly. This includes offering a refund with a cancellation fee, as stated in our terms of use. While initially you were offered a 30% cnacalation fee, after further discussion, we offered you a solution with only a 10% cancellation fee, as a gesture of goodwill, which you also rejected. It is important to note that throughout the years you had your website with us, you renewed your website packages and domain manually, knowing that you needed to disable auto-renewal after a manual renewal. Additionally, you decided to create another website and upgrade it as well, updating both your websites to two-year packages. We respect your choice not to renew your products, but the responsibility for disabling auto-renewal and ensuring it is disabled ultimately rests with you as the website owner. We encourage you to reach out to our team again, and they would be happy to honor the offer they previously made to you. Best Regards SITE123 Team

你好， 感谢您提交评论。您应该能够查看完整的聊天历史记录，并且通过聊天联系我们的支持团队应该没有问题。 为了更好地了解您的疑虑，我们恳请您与我们联系并提供所报告问题的屏幕截图。这将有助于我们进一步调查。 您可以通过电子邮件 [email protected] 或 [email protected] 联系我们的团队，我们将很乐意为您提供帮助。 最好的问候 SITE123团队