Hello,
So I’ve taking over a ticket that our customer has submitted. He/ She purchased a lower-end server for gaming. Apparently he/ she thought we do all the setups and install control panles free of change, however it was purchased unmanaged without any purchase of a control panel.

After a few nice replies back and fourth, the customer admitted of being only 14 years of age, and angerly asked for a refund.

Now, being that we are reselling service from another provider, paid and setup the server, is it wrong to deny this refund? In our terms of service, we state that no refunds are given whatsoever, only credit if should there be any downtime under our SLA policy.

I’ve told him/ her that they can try to sell the server to another customer, or just cancel the server. Now one week later, no reply, the server hasn’t been touched( at least it seems since no bandwidth is being used yet). Should we just cancel the server or assume the customer is using it?

We’re in a tough situation, since almost the same thing happened about a month ago, we canceled the server and the customer was upset because of not giving notice that he/ she was canceling the server.

Advice would be great. I’ve talked to a few people, and for the most part, they told me to terminate the server at the end of the billing date and leave it at that.