Manage Digital River

How to cancel digital river and protect your refund in new zealand

What is digital river and why you might need to cancel

Digital River is a global e-commerce platform and merchant of record that handles payments, billing, taxes and order fulfilment on behalf of thousands of online sellers worldwide. When you buy from a retailer using Digital River's systems, you may see Digital River as the billing name on your bank statement or credit card receipt, even though you purchased from a different brand.

The company also operates self-service customer portals (such as findmyorder.com) where you can manage your orders and subscriptions. If you have signed up for an automatic renewal service, a trial period that converted to a paid subscription, or a recurring billing arrangement, you will need to cancel through Digital River's systems or by contacting the merchant directly.

Stopee has helped thousands of New Zealand consumers understand how to cancel with global payment platforms like Digital River, so you can avoid unwanted charges and claim refunds if you are entitled to them under New Zealand consumer law.

How digital river appears on your account

You may notice Digital River in three places: your bank statement or credit card bill (as the merchant name), the checkout page when you purchase (as the payment processor), or your email receipts (as the billing entity). This can make it confusing to identify which company actually supplies the product or service you bought, which is why many New Zealand consumers end up on Stopee seeking clarity on where to cancel.

Common reasons to cancel digital river billing

You might need to cancel if you signed up for a free trial that automatically renewed without your consent, you no longer use a subscription service, you were charged without authorising a recurring payment, or you want to switch to a different payment method or supplier. Whatever your reason, Stopee recommends acting quickly to stop future charges and gather evidence for any refund claim you intend to make.

Your consumer rights when dealing with digital river

New Zealand law gives you strong protections when you cancel a subscription or reject unwanted charges. Understanding these rights puts you in a powerful position when negotiating with Digital River or the merchant behind your purchase.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, any goods or services you purchase must be of acceptable quality, fit for purpose and supplied with reasonable care. If you cancel a subscription because the service does not meet these standards, you have the right to a refund, repair or replacement. This law applies to all purchases made by New Zealand consumers, regardless of where the seller or payment processor is based.

If Digital River or the merchant refuses to refund you for a faulty or misrepresented service, you can lodge a complaint with the Commerce Commission or seek help from a disputes tribunal. Stopee advises documenting all communication in writing (email is best) so you have proof of your complaint and the company's response.

Fair trading act considerations

The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. If you were not clearly informed about automatic renewal, trial periods that convert to paid subscriptions, or recurring charges, the merchant or Digital River may have breached this Act. You can use this as grounds for a refund, and you may be entitled to compensation for any loss you suffered.

How to cancel digital river in four methods

You have four main ways to stop Digital River from charging you, and Stopee recommends choosing the fastest method that offers the clearest confirmation trail. Each method has pros and cons, and some work better depending on whether you are cancelling a trial, a subscription, or a one-off order with automatic renewal enabled.

Method 1: cancel through the self-service portal (findmyorder.com)

This is the quickest way to cancel if you have access to the order confirmation email or account details. The findmyorder.com portal lets you stop automatic billing instantly and usually generates an immediate confirmation email.

1. Go to findmyorder.com in your web browser.
2. Enter your order number and email address (or sign in if you have created an account).
   • Your order number is in your confirmation email or receipt.
   • If you cannot find it, check your email inbox and spam folder for any message from Digital River or the merchant.
3. Look for your subscription or recurring billing entry and select the cancellation option.
   • The button may be labelled "Stop Automatic Billing", "Cancel Subscription", "Unsubscribe Immediately" or "Manage Renewal".
   • Read the confirmation screen carefully to understand whether you will lose access immediately or at the end of your current billing period.
4. Confirm your cancellation request and take a screenshot of the confirmation page.
5. Check your email for a cancellation confirmation within minutes.
   • Pro tip: If you do not receive an email within 30 minutes, your cancellation may not have processed. Try the phone method as a backup.

Method 2: cancel by phone with digital river customer service

If the self-service portal does not work or you want to speak to someone live, calling Digital River customer service is faster than writing a letter and gives you a real-time confirmation.

1. Locate the phone number for Digital River customer service on your order confirmation email or the merchant's support page.
2. Call during their business hours (check the website for current hours, as they may operate on US time).
   • Be prepared to wait on hold, especially if you are calling from New Zealand outside US business hours.
3. Provide your order number, email address and the last four digits of the card you used to pay.
   • The agent will verify your identity and locate your subscription.
4. Clearly state: "I want to cancel my subscription and stop all automatic billing immediately."
   • Ask the agent to confirm the effective date of your cancellation.
   • Ask whether you will retain access until the end of your current billing period.
5. Request a cancellation confirmation number and ask the agent to email you a written confirmation.
   • Warning: Do not hang up until you have a confirmation number in writing or by email.
6. Save the agent's name, the date, time and confirmation number for your records.

Method 3: send a written cancellation request by email or post

Written cancellation creates a paper trail that protects you if Digital River later claims you never cancelled. This method takes longer but is essential if you believe you have a strong refund claim.

1. Compose a clear, formal email or letter that includes:
   • Your full name and the email address or account used for the purchase.
   • Your order number and the date you placed the order.
   • The last four digits of the card you used.
   • The exact date you want the cancellation to take effect ("immediately" or a specific date).
   • A simple statement: "I hereby cancel my subscription with Digital River, effective [date]. Please confirm in writing that no further charges will be made to my account."
2. If you prefer email, send it to the support address listed on the merchant's website or on your order confirmation.
   • Request a read receipt or reply confirmation.
3. If you must post a letter, send it to Digital River's US headquarters:
   • Digital River, 10380 Bren Road West, Minnetonka, MN 55343, United States.
   • Use a tracked postal service (such as registered mail) so you have proof of delivery.
4. Keep a copy of your email or letter for your records.
   • Pro tip: Send your cancellation request twice: once by email (fast) and once by registered post (legally safer). This covers you if the email address is no longer monitored.
5. Allow 10-15 business days for a postal response, or 3-5 business days for email.

Method 4: dispute the charge with your bank (chargeback)

If Digital River refuses to cancel or stops responding to your cancellation requests, you can ask your bank to reverse the charge. This is a powerful last resort, but use it only when the first three methods have failed or the company has ignored you for more than 14 days.

1. Contact your bank or credit card provider by phone or online banking.
   • Ask to open a dispute or chargeback for the Digital River charge.
2. Provide your bank with evidence of your cancellation attempts:
   • Screenshots of the failed cancellation request from findmyorder.com.
   • Copies of your emails requesting cancellation.
   • Confirmation numbers from any phone calls you made.
   • Records of any refund requests you made.
3. Explain to your bank why you believe the charge was unauthorised or fraudulent (e.g., the trial period was not clearly disclosed, or you cancelled but were still charged).
4. Your bank will investigate and typically refund you within 30 days if they find the charge was unjust.
   • Warning: Using a chargeback may cause Digital River to flag your account as disputed, so use this method only after other cancellation attempts have failed.

What happens after you cancel with digital river

Cancelling does not always mean immediate loss of access, and understanding what to expect helps you plan your next steps and know when to follow up if something goes wrong.

When your access stops

Most Digital River cancellations stop future automatic billing immediately, but your access to the service or product continues until the end of your current billing period. For example, if you cancel a monthly subscription on day 15, you typically retain access until the end of that month.

However, some merchants offer "Unsubscribe Immediately" options that terminate your access right away. Check your cancellation confirmation to see which applied to your account. If you lose access sooner than expected, contact Digital River customer service immediately with your confirmation number.

Confirming the cancellation worked

After you cancel, watch your bank account or credit card for the next billing cycle. You should see no new charges from Digital River or the merchant. If a charge appears 30 days after your cancellation, contact your bank immediately and provide your cancellation confirmation.

Log back into findmyorder.com after one week to verify that your subscription status has changed to "cancelled" or "inactive". If it still shows as "active", the cancellation did not process and you need to try again using a different method.

Your data and account records

Digital River retains your transaction history, invoices and account records for at least seven years for tax and compliance purposes. You can request a copy of your invoices, receipts or account summary by emailing customer service. Keep these records yourself in case you need them to support a refund dispute or tax claim.

Refund eligibility and how to claim your money back

Cancelling and getting a refund are two different things. Just because you cancel does not mean you automatically get your money back, but Stopee shows you exactly when you are entitled to one under New Zealand law and how to claim it.

When you have the right to a refund

You are entitled to a refund if the service did not match the description you were given, the trial period converted to a paid subscription without clear consent, you were charged more than once for the same item, you cancelled within 14 days of a distance purchase (online or phone order), or the service is faulty or does not work as promised.

You are not automatically entitled to a refund simply because you changed your mind or no longer want the subscription, unless the merchant advertised a money-back guarantee. Always check your order confirmation and the merchant's terms for their refund policy.

How to request a refund from digital river

1. Log into findmyorder.com and look for a "Request Refund" or "Return" button next to your order.
2. If no self-service option is available, email Digital River customer service with:
   • Your order number and the date you purchased.
   • The amount you paid.
   • A clear reason for the refund (e.g., "Trial period converted without consent" or "Service does not match the description").
   • Proof of your cancellation request (screenshot or confirmation number).
3. Allow 5-10 business days for Digital River to process your refund request.
4. The refund will be returned to your original payment method, even if your card has expired.
   • If your card is no longer active, your bank will handle the credit (sometimes by posting a cheque to your address on file).

Refund timing and what to do if you do not receive it

After Digital River approves your refund, it typically appears in your account within 5-10 business days. Your bank may add an extra 2-5 business days to process the credit. If you do not see the refund after 14 days, contact Digital River again with your refund request number and ask for a status update.

If Digital River refuses your refund request, you can escalate to the Commerce Commission or a disputes tribunal. Stopee advises keeping all evidence of your refund request and any response from the company, as you will need this to support your complaint.

Pricing and charges: what digital river charges and how to spot hidden fees

Digital River does not charge consumers directly; instead, the merchants using Digital River's platform pass their payment processing costs to you as part of the product price. However, you should always understand what you are paying for and watch for hidden charges that may not be obvious at checkout.

Pro tip: If you were charged in a currency other than NZD, check your bank statement carefully. Your bank may have applied a currency conversion fee on top of Digital River's charge. This fee is not Digital River's responsibility, but you can ask your bank to waive it if the conversion rate was unfair.

Common cancellation mistakes and how to avoid them

Many New Zealand consumers make small errors when cancelling with Digital River that cost them time and money. Knowing these pitfalls helps you cancel cleanly the first time.

Mistake 1: cancelling the merchant's account instead of the subscription

If you delete your account with the merchant (e.g., the software provider or retailer), this does not automatically cancel your subscription billing with Digital River. You must specifically cancel the subscription or recurring charge, not just your user account. Always verify in your email confirmation that the "subscription" or "automatic renewal" has been cancelled, not just your login access.

Mistake 2: assuming the trial period would end without charging

Many merchants use Digital River to manage free trials that automatically convert to paid subscriptions. If the checkout did not explicitly state "Your payment method will be charged $X on [date]", you may have grounds to dispute the first paid charge as an unexpected billing change.

Mistake 3: not keeping proof of cancellation

If you cancel by phone but do not get a confirmation number or written email, Digital River can later claim you never called. Always take a screenshot of self-service cancellations, save your confirmation number, and request a written confirmation email from every cancellation attempt. Stopee advises treating this as non-negotiable.

Mistake 4: ignoring the first charge after "cancellation"

If you see a charge from Digital River more than 5 days after you cancelled, do not assume it is a delayed processing error. Contact Digital River immediately to confirm your cancellation went through. Many consumers miss this follow-up and end up paying for months after they thought they had cancelled.

Mistake 5: waiting too long to dispute or ask for a refund

Your bank's chargeback window is typically 120 days. If you wait longer than this, you lose the right to dispute the charge. Stopee recommends taking action within 30 days of any unexpected charge, even if you think you might be able to resolve it by talking to the company.

After cancellation: your next steps and long-term protection

Cancelling is only the first step. Protecting yourself from future unwanted charges and building a record for any refund claim requires a few more actions.

Document everything in one place

Create a folder (physical or digital) for this cancellation that includes your order confirmation, all emails from Digital River or the merchant, screenshots of the cancellation confirmation, your bank statement showing the charges, and your cancellation confirmation number. If you later need to dispute the charge or claim a refund, you will have all your evidence in one place.

Check your next billing statement

Set a reminder to check your bank account or credit card statement one week after your cancellation should have taken effect. If a new charge appears, take a screenshot immediately and contact your bank. The sooner you report it, the better your chances of a swift refund.

Avoid signing up with digital river merchants again without reading the terms

If you had a bad experience, you may decide to avoid the merchant entirely. However, if you do sign up with them again in future, read the entire checkout page carefully, including any small text about billing and auto-renewal. Look for checkboxes that pre-select "Yes, I agree to automatic renewal" and uncheck them before you pay.

Report the issue to the commerce commission if necessary

If Digital River or the merchant refuses to refund you after you have provided evidence that the charge was unauthorised or that the trial period was not clearly disclosed, you can lodge a formal complaint with the Commerce Commission. Stopee has guided many New Zealand consumers through this process, and the Commission takes misleading billing practices very seriously.

Contact digital river to cancel

Use this information to reach Digital River and start your cancellation today. Remember that Stopee is here to help you navigate this process, and thousands of New Zealand consumers have successfully cancelled their Digital River subscriptions by following these steps.

Digital river contact details

Online (self-service): findmyorder.com

Postal address (for written cancellations): Digital River, 10380 Bren Road West, Minnetonka, MN 55343, United States

Phone: Check your order confirmation email or the merchant's support page for the customer service number. Digital River's support team handles calls from New Zealand during US business hours.

Email: Look for a "Contact Us" link on the merchant's website and select the billing or subscription inquiry option. This will route your request to Digital River's customer service team.

Summary: your cancellation action plan

Start with the self-service portal at findmyorder.com, follow up with a phone call if needed, and send a written cancellation email as a backup. Keep all confirmation numbers and screenshots. Check your bank statement within one week to confirm the cancellation worked. If you do not see an immediate refund and believe you are entitled to one under New Zealand consumer law, contact Digital River in writing and escalate to the Commerce Commission if they refuse.

Stopee has helped thousands of consumers cancel with global platforms like Digital River, and you have strong consumer protections under New Zealand law. Taking action today stops future unwanted charges and puts you in the best position to claim a refund if you are entitled to one. Start your cancellation now using the methods outlined above, and refer back to this guide if Digital River raises any objections or delays.