Watching Wix Update (And Waiting for Our Refund)

There was a major incident recently with Wix—yes, the very web hosting company you are reading this blog on.

As a nonprofit, All Together Pharmacy belongs to TechSoup, an incredible organization that negotiates fair, nonprofit pricing so charities like ours can stretch every dollar. Because of them, we get an excellent deal on our website builder. And frankly, having used other platforms, I like Wix the best.

HOWEVER, Wix’s automated billing system had other plans.

Wix decided to auto-charge our charity's credit card for a second renewal of the exact same site, for the exact same time period. To make matters worse, they didn't apply our nonprofit discount. They charged us full price—the financial equivalent of 56 average prescriptions.

Let that sink in. Wix mistakenly swept funds from a charity that would have provided lifesaving health services to 56 low-income individuals. Obviously, we cannot let that stand.

When I reached out, their initial corporate reaction was to deny refunding the money they mistakenly took. Support told me their policy dictates absolutely no refunds if you don't catch the error within 14 days. Luckily, I caught it on day 15, stood my ground, and convinced them to issue a refund.

But the saga didn’t end there. Soon after, they notified me that the refund could take up to 45 days to process. Why 45 days? Is that the standard window of time corporate systems rely on hoping people will simply forget they have money coming back to them?

Well, that mistake took place on May 12. As of today, it has been exactly 51 days.

Do I see a credit on our card in the bank? NOPE. 51 days later, the charity is still footing the bill for Wix's double-billing error, well past their own lengthy 45-day timeline.

So, if any of you have an account with Wix, or if anyone from Wix happens to read this: let them know they need to fix this system. Better yet, maybe they should make a $10,000 contribution to All Together Pharmacy to help us care for the honest, sick people in our community. They might think they are operating like Robin Hood, but last I checked, he didn't mistakenly take from the poor.