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Transitioning away from DR/MyCommerce and ensuring continuity for our customers

Today, we want to share an update about a challenging situation that has recently impacted our business and our valued customers. Since July 2024, we've encountered serious issues with our ecommerce provider DigitalRiver/MyCommerce. Despite processing orders as usual, DigitalRiver/MyCommerce has failed to remit any payments to us for orders placed since July (see article in TheRegister). This has forced us to take decisive actions to protect our customers and ensure continuity of service.

What does this mean for you?

To address this situation, we are implementing a process to transition orders away from DigitalRiver/MyCommerce while ensuring that our customers experience minimal disruption.

  • Order cancellations and refunds:

    We are proactively canceling and refunding orders placed through DigitalRiver/MyCommerce between July and October 2024. Customers affected by these cancellations should receive a full refund directly to their credit card or bank.

  • License continuity:

    If you receive a cancellation notice from DigitalRiver/MyCommerce, please disregard any language suggesting that your license is no longer valid. Rest assured, your licenses remain active and fully valid. We are committed to ensuring that your usage of these products remains uninterrupted, even as we implement new billing processes.

  • Alternative payment methods:

    To ensure that you can continue to access and renew your subscriptions, we are moving to a new provider. In the coming weeks, we will contact you to help set up your account or coordinate an alternative payment method. This will allow you to continue using our software without disruption.

This situation is challenging, but we are doing everything possible to ensure a smooth transition for all our customers. Our team is dedicated to minimizing the impact on your business, and we are here to help address any questions or concerns you may have.

We deeply value your trust and support. We are fully committed to resolving this situation and taking all necessary steps to ensure that you can continue using our software. If you have questions, please don't hesitate to contact our sales team.

Thank you for your patience and understanding as we work through these changes.