Plugin Author
ILLID
(@mihail-barinov)
Hi,
First, please note that this review section is intended for feedback about the free version of the plugin. Issues related to the paid version are better handled through our support channel.
I do not believe I received a direct email from you regarding this issue. Had I received one, I would have been happy to investigate and help. You can still contact me at support@kramakit.com, and I will review the issue as soon as possible.
Regarding the renewal payment and the lack of clear information, subscription payments are processed by FastSpring, which acts as the merchant of record. FastSpring has strict renewal-notification requirements and normally sends an email before each renewal that clearly states the charge date and amount.
Please forward a copy of the renewal email to support@kramakit.com so I can investigate what happened.
Even if you were charged an incorrect amount – which is very unlikely, as renewal emails clearly state the upcoming charge amount – all purchases are covered by our 30-day money-back guarantee, so you can always request a refund.
I would appreciate it if you could contact me by email with additional details so we can resolve this properly.
Regards
Thank you for responding. However, several points in your reply need clarification.
First, the WordPress.org review section is not limited exclusively to the free version. WordPress.org’s own guidelines explicitly allow reviews of commercial plugins when they discuss functionality or user-facing features. My review clearly acknowledges that the plugin itself works well and explains that my rating is based on the overall experience with its paid licensing and renewal system. It is a review of my experience, not a request for technical support.
Second, I contacted FastSpring immediately because PayPal identified Bright Market LLC, doing business as FastSpring, as the merchant and specifically instructed me to contact that merchant regarding the transaction. FastSpring has already opened a support case. Until your reply, I had no reason to know that I was also expected to contact a separate Kramakit address. If your company delegates subscription billing to FastSpring, the resulting billing experience remains part of the customer’s experience with your paid plugin.
The issue is not whether FastSpring is normally required to send renewal notices. The issue is what happened in this specific case: a customer using the plugin on one website received a $199 renewal, plus tax, for an Agency license covering 25 websites. The PayPal notification contained only a truncated product reference and did not clearly identify the plugin or subscription tier. I had to investigate the transaction myself to determine what I had been charged for.
Stating that an incorrect charge is “very unlikely” before reviewing the account is dismissive and reinforces the concern expressed in my review. A proper investigation should come before conclusions about what likely happened.
I will send the relevant details privately as requested. If the matter is handled properly and transparently, I will update my review to reflect the resolution. For now, the review accurately describes my experience and the resulting loss of trust.
Plugin Author
ILLID
(@mihail-barinov)
First, I should clarify that I have not received any email from FastSpring regarding this case. I will need to investigate with FastSpring why the message was not forwarded to me, as this is clearly not your fault.
Regarding the renewal notification, you mentioned emails from PayPal. However, you should also have received a separate email directly from FastSpring containing the full renewal details, including – most importantly – the exact renewal amount. This email should have been sent approximately one month before the renewal date.
In any case, please contact me directly at support@kramakit.com. This is the best channel for discussing and resolving this matter.
Plugin Author
ILLID
(@mihail-barinov)
Update on this case: the license type has been changed, and the full price difference has been refunded.
It appears that the client initially purchased the 25-site license, possibly by mistake. We do not usually allow license downgrades, but made an exception in this case.
