I posted an article yesterday about Go Daddy not refunding the Early Access Program (EAP) fee of Donuts EAP pre-registrations. A few hours later I received an email from the “Office of the CEO – GoDaddy”. Now I have $2,850 in my credit card refunded from Go Daddy.
(I had also contacted support before I read the email so I am not sure if Go Daddy reacted with the refunds before I contacted them or not.)
I don’t know what happened here as the Go Daddy is constantly revising it’s help section at http://support.godaddy.com/help/article/8959/donuts-gtld-prereg-refunds-and-auctions. I am almost 100% sure that when I read this help section 2-3 weeks ago it stated that only the registration fee was supposed to be refunded in case Go Daddy missed the EAP pre-registration order. Maybe it was a mistake from the beginning and they mixed it up with some other category. I guess we will never know but the fact now is that EAP fees are supposed to be refunded but there was/is a problem with the refunds.
The fact that all charges appeared in my orders as “Day 5 Early Registration Fee (non-refundable) $150” didn’t make this easier to see through. I also didn’t get refunded 19 EAP pre-registration fees for failed EAP orders. I only got refunded the registration fee.
This is part of the email I got from the “Office of the CEO – GoDaddy”:
Today I became aware of your post on OnlineDomain.com regarding EAP fees and proper refunds.
Seeing this, I began discussing your feedback with a few folks internally and we discovered that an error did indeed occur with a few of your purchases. That said, we’re looking into why this happened and the process we have in place to ensure that we’re not only taking care of you, but of any other customers who may have been affected. Regardless of what we find we’ll ensure the right thing gets done for everyone. You will receive the proper refunds in the next few days.
We always try to get everything right the first time and if we miss the mark, we make it right.
A couple of hours after the email from the “Office of the CEO – GoDaddy” I got my 19 $150 EAP refunds for a grand total of $2,850. This is why I mainly write this blog. To help myself and others with domain name related problems.
I am sure that this problem has affected a lot more Go Daddy customers (as the email from Go Daddy hints) that made EAP pre-registration orders that failed or they lost the auction. I advise you all double check your orders and refunds and make sure you got refunded BOTH the registration fee AND the EAP fee.
This affects all EAP fees and not just the Day 5 one. Day 5 is the most common one as it is the cheapest.
I seems that this has something to do with orders for multiple EAP pre-registrations. Orders with single EAP pre-registrations might not have been affected so that is most people didn’t see this happening.
By the way the EAP fee is still called “Day 5 Early Registration Fee (non-refundable)” in my orders in Go Daddy.