Refund Request – Fox WooCommerce Currency Switcher Professional
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The support doesn work on Saturdays and Sundays, so some Friday requests can be answered on Monday.
Hi there,
We purchased Fox WooCommerce Currency Switcher Professional and have been experiencing ongoing issues that we haven't been able to resolve.
We're a UK-based business, but the plugin frequently displays prices in US dollars on both mobile and desktop, even for us browsing from the UK. We've tried deactivating the currency conversion so that prices only display in GBP, but it still defaults to USD.
The geolocation detection seems unreliable, and the result is that our customers are seeing prices in the wrong currency, which is causing confusion and putting people off purchasing.
We've concluded that the plugin isn't the right fit for our needs and we've now deactivated it. We paid for an annual subscription, so we'd like to request a full refund if possible or failing that, a pro-rata refund for the remaining months on our subscription.
Could you let us know how to proceed?
Here below is the link to my licence. Licence purchased for dreamteamsbooks.com. Please let me know if you need further details.
http://yon.net/item/woocommerce-currency-switcher/8085217
Many thanks,
Sara
Hello Sara
Thank you for getting in touch.
I am sorry to hear you have been having difficulties with the GeoIP detection. However, I have to be honest with you: the issue you are describing is a well-known configuration requirement when using a caching plugin, and it is fully solvable.
The symptom you describe, prices showing in the wrong currency despite the correct location, almost always happens because the cache plugin is serving a cached version of the page before the currency switch has a chance to fire. FOX has a dedicated option for this: in FOX Options tab there is a setting called"I am using cache plugin on my site" which enables a different currency switching mode designed exactly for this scenario.
I also notice that this is the first time you have contacted us about this issue. We have a support channel specifically for troubleshooting, and we would have been happy to walk you through the setup step by step before it came to this point.
Regarding the refund: the plugin does support GeoIP currency switching on sites with caching, as advertised. Since the feature exists and works, and since we did not have the opportunity to assist you with the configuration, we are not able to approve a refund at this stage.
What I would like to offer instead is to help you get it working correctly. If you can share your site URL and let us know which cache plugin you are using, I am confident we can resolve this quickly.