# Why don't you refund canceled transactions?

Our clients are having a difficult time with meeting all of the online requirements and it does not seem to be user friendly. They will get to the point of me trying to go online with them and then they will not be able to complete the transaction and we have to cancel and try again. Each time using up non-refundable credits.

##### Post Metadata
- Posted at: over 6 years ago
- Net upvotes: 1


## Comments
### Comment 1

Thank you for asking your question.

Once a transaction is committed it is fully processed, and it goes through a series of processes as well as third party interactions that cannot be undone.  This is why for notary transactions notaries must click the option in order to be able to continue that they have verified the info and have double checked everything before committing the transaction because once committed it cannot be reversed.

##### Comment Metadata
- Posted at: over 6 years ago


#### Reply 1

This is a very expensive platform when it comes to online notarization since there are no refunds for canceled transactions and its not fair to charge the client for the transaction of it cannot be completed. This is new to most clients and they are leary of it anyway, and then when it is so complicated and not user friendly, they really struggle with the process. I have gotten to the point of the client signing and then they can't pan or zoom to the signature block and we have to cancel the transaction and start over when they get on another device. People expect all software to be mobile friendly, and this is not. Refunds of canceled transactions should be made, especially during this time when people are learning the new technology. Very dissappointed.

##### Reply Metadata
- Posted at: about 6 years ago



## Related Product
[DocVerify](https://www.g2.com/products/docverify/reviews)

## Related Category
[E-Signature](https://www.g2.com/categories/e-signature)

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