Decisive: Dedicated Refunds Contact Address And Timescale On Refunds (41)
Decisive: Dedicated Refunds Contact Address And Timescale On Refunds
I've just had a productive call with David Dundas, CEO of Decisive, about the ongoing refunds issues that STM members have been having for the last month or so.
Good news: I've got solid information on when those refunds will be happening, as well as a contact address that David promises will give responses to all refund enquiries within 1 business day.
Timeline
Decisive are currently very short-staffed between their ongoing business pivot and the holiday season, hence refunds are going slower than anticipated. There are also apparently some accountancy issues that mean that refunds are a more complex process than they might initially appear.
They're clearing the biggest payment amounts first, according to David. However, David confirmed to me that they intend to honour all outstanding deposit refunds.
David tells me that all currently outstanding refund payments should be processed by the 15th of January 2016.
Contact Information
Good news: the days of having to contact via Twitter should be over.
David has agreed to set up a dedicated email address for all refund enquiries: that will be refunds@decisive.is. He has promised me that all refund requests sent to that address will receive a response within 1 business day. Obviously do bear in mind that with the holiday season, days like the 25th of December won't count as business days and you probably shouldn't expect a response then!
To get your refund as fast as possible, the only piece of information Decisive needs is the email address you used to log into your Decisive account. If you paid by Paypal, your Paypal email is also helpful to include.
Hopefully that should resolve all the outstanding issues with everyone's deposits!
Delivery to the following recipient failed permanently:
refunds@decisive.is
Technical details of permanent failure:.....
2 fast 2 furious?
Haha, would be great if that was actually a legit mail server response!
In any case I believe they agreed to set one up, future tense, so you were 2 fast 2 curious.
Give it 24 hours - they were literally setting the address up today.
I just tried a few min ago and get an error:
Delivery to the following recipient failed permanently:
refunds@decisive.is
Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain decisive.is by aspmx.l.google.com. [2607:f8b0:400e:c04::1b].
The error that the other server returned was:
550-5.1.1 The email account that you tried to reach does not exist. Please try
550-5.1.1 double-checking the recipient's email address for typos or
550-5.1.1 unnecessary spaces. Learn more at
550 5.1.1 https://support.google.com/mail/answer/6596 p64si11104552pfa.43 - gsmtp
@Awesome Sauce - Noted, thanks. I'll follow up with the Decisive guys on Monday if it's not active by then.
In the meantime David did tell me on the call yesterday that the hello@decisive.is address is probably the best one to use.
The time has come.
I cannot log into the https://app.decisive.is/ page anymore.
@caurmen - Hi Caurmen. I appreciate your starting this thread.
As an update: The refunds email is all set up.
Also the app being down today is coincidental, and we are working to get it back up. You should be able to log in by end of the day.
As Caurmen mentioned - We have been putting in place a process to refund customers, and will be working to get everyone refunded by the first week of January.
I'll be logging in here regularly to answer any questions you might have on this post.
Thanks for your patience here everyone.
- David
@caurmen Thanks for sorting things out Caurmen. Sent an email already - I'll let you guys know how it goes.
It's not the easiest thing to get a reply from David but at least we are in touch again. We'll see if things will turn out as promised in the next while.
On another note, of course we all KNOW that Decisive will NEVER apply for bankruptcy. But in an imperfect world, if a company should go that route, would they not be free from all these annoying people asking for their rightful payment ~ LEGALLY?
Update: no response from that "dedicated" refunds email, it's been 3 days. It's also been more than 1 month that I have been asking them for a refund without a single response from anyone. I can safely assume that they're full of shit at this point.
Decisive.
The occasional bot traffic and low volume placements, gave me a hard time learning affiliate marketing. It would have saved me a lot of pain, time and money if I would have started somewhere else.
The only person who I know who made profit over there was Mr. Green, with a simple download app instal, with simple banners. But nowadays I believe he even moved somewhere else.
The frustration, time and money I put into it, in comparison what I got back from it, can never be refunded (even if it made me a stronger affiliate). So the only that rests me is: please do not use Decisive.
Originally Posted by David Decisive
Originally Posted by David Decisive
does your word worth anything at all ?
Hey guys I though I would update you a little on my situation: I have still not received a SINGLE response from anyone at Decisive. They're full of shit and unfortunately I really doubt they will be refunding anyone. That refunds email is a joke and a way to buy more time.
I was lucky enough to make my last payment with PayPal and I managed to get that transaction disputed and finally refunded. That was the biggest chunk of my balance so I am happy. What I learned through this experience:
1. Never keep large balances in ANY third-party account (traffic source, aff network) - the safest place to keep money is in YOUR bank account
2. PayPal and most CCs offer transaction protection - use it when something is fishy
I hope everyone gets their money back. And hopefully soon Decisive and their CEO will get what they deserve for stealing people's money. Because that's what it is: theft.
unfortunately I paid by CC like about half a year ago. if it was PayPal - I'd start a dispute immediately.
they lie to me for three months already. if such an authoritative society as STM means nothing for them - I don't know where else to go 
Originally Posted by mind_set
This is complete bullshit. Give us back OUR money.
Dear David,
Can we get an update on when these refunds will be processed please? I've tried for 3 months now and still nothing has been refunded
Regards
Michael
They said the refunds would be processed by the 15th.
If that doesn't happen I shall get in contact with them again and see if I can get an answer on what's up.
Obviously, though, all statements from a company in tough times should be taken with a pinch of salt.
(FWIW - I haven't gotten my money back yet either.)
Originally Posted by David Decisive
I just sent them an email 5 mins ago including the paypal transaction ID and already got refunded.
Originally Posted by aubs
Long time lurker, no affiliation with decisive.
"Decisively, Inc just sent you a refund Jan 11, 2016 05:24:52 PST"
hi guys, i've wrote to every single email in decisive support, with no response.
can anyone give me a contact (skype \ email) of a person from their team who will be online and have a chat with me, regarding moneyback?
wrote several times to ramneek kundra in skype, without any reply at all as well.
David Dundas: david@decisive.is
This is the only lead that seems promising, never got any replies through other means.
Have you tried Twitter? Follow what Chapstick said, that's how I got their attention. Still fighting to get the 1K balance back though.
Still noone is answering my mails from Decisive.
I dont know what to do.
Got a pretty big summ there.
Any other advices?
Standard advice for trying to recover cash from anyone once you've tried the polite route: if the amount is worth it, try a lawyer's letter.
Unless you've got an absolutely huge amount in there (or the country has a small claims court which you can easily access, the sum's under the sum covered by small claims, and you fancy a moderately interesting afternoon representing yourself in small claims court), actually suing probably isn't worth it. But a formal lawyer's letter can often shake things loose that otherwise would refuse to be shaken.
You'll want a lawyer's letter from a firm that has offices in the US, which may rack up the cost a bit if you're not US-based.
Also, as a cheaper first alternative, you can try a paper letter from you as a representative of your company. They'll be bombed with emails, but actual physical post probably still gets through. Make it formal and professional, and if you're considering seeking legal advice say so. For bonus points send it tracked or signed for.
And Twitter still seems to be a decent way to get their attention, so that's worth a try too.
Finally, if you're near NYC, where Decisively Inc are located, New York does have a small claims court which covers sums up to $5,000. I know nothing about it or how to go about claiming through it, though.
I believe it makes no sense to hire a lawyer for each one of us. it is much better to make a collective lawyer's letter with TOTAL STM amount.
lets try to estimate supposed "Total Decisive to STM debt" so we'd have some base to speak to a lawyer with. everyone, who likes the idea to hire a lawyer together - please put your amount here, then calculate and put TOTAL like this:
Decisive's debt: $663
TOTAL STM: 0+663 = $663
Lol, email reply 10 days ago "Hi - We have been working our way though the refunds. You will see your refund this week. "
Well no cookie for me, the week is well over now!
Took 3 emails but I did recieve my refund within 10 days of them finally acknowleding it
I finally got a response only when I emailed refunds@decisive.is but got a reply direct from David Dundas
After TWO long months of battling with them, the latest Paypal eCheck sent by them finally cleared.
I used Twitter (private messages as well as open tweets) and dropping Dundas with loads of Emails. The "Refunds" email NEVER worked for me.
@adwater - very interesting. Thanks for keeping us in the loop on this.
From my email exchanges with David Dundas, he seemed to be a reasonable person, though the company might not be too healthy. I don't know if the larger amount affected the speed of arranging the refund.
However, beware that if the refund is via Paypal, you should request them to cover the Paypal fees as well.
Got a mail back from Dundas 12/29 saying I'd get my refund (few hundred $) in 14 working days.
Nothing yet received.
No refund for me as well and almost 3 weeks after their last email have passed.
F$@@ Decisive!
I've gotten back in touch to see if I can get any more info on what's going on.
I'm also still waiting for a couple of hundred $'s. Sent a bunch of emails to the refund address and got no response.
Waiting for my money as well.
Anyone received their money? I got an email from David last month saying I would be paid in a week, but it's been 3 weeks already. I sent him an email in between, but no replies.
Nope, despite numerous emails, tweets, etc no refund despite a TON OF PROMISES...
It's been 3 months for me. Every time he replies "next week", "we're handling the refund queue..." etc... some people asked for a refund later than I did and got refunded earlier.
To be honest I suspect he's simply going to rip off everyone which (only) had a couple hundred $$$ left (apparently he refunded some higher amounts).
I'm mad at him and quite a bit mad at STM too, as they recommended this traffic source 6 months ago despite the huge decline in quality that quite a good chunk of the team knew about... now, as a bonus on top of getting shit traffic, we even won't get our money back...
I am still having issues getting money back from decisive too. It has also been posted about in these facebook groups
https://www.facebook.com/groups/peop...64102650305809
https://www.facebook.com/groups/inte...3940000239776/
For anyone who got shafted by decisive...Call your credit card company and dispute the charges. After a lengthy phone call explaining the situation in detail and a 30 day wait they've ruled in my favor. This is 7 months after initial deposit. I disputed the full charge and explained the difference between the money spent where they provided fraudulent traffic and the money that was unspent for this reason they were just keeping because they're outright thieves.
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