At Intergral our customers are our highest priority, and we are committed to providing you with uninterrupted access to the products and services you rely on. 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, MyCommerce (operated by Digital River). Despite processing orders as usual, MyCommerce has failed to remit any payments to us for orders placed since July, which has affected both our own product, FusionReactor, and our resold licenses for Adobe ColdFusion. This has forced us to take decisive actions to protect our customers and ensure continuity of service.
What This Means for You
To address this situation, we are implementing a process to transition orders away from MyCommerce while ensuring that our customers experience minimal disruption. Here’s a brief overview of what we’re doing:
- Order Cancellations and Refunds: We are proactively canceling and refunding orders placed through MyCommerce between July and October 2024. This includes all FusionReactor subscriptions and annual maintenance licenses, Adobe ColdFusion licenses, and other services previously processed through MyCommerce. 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If you receive a cancellation notice from MyCommerce, please disregard any language suggesting that your license is no longer valid. Rest assured, your licenses for FusionReactor and Adobe ColdFusion remain active and fully valid. We are committed to ensuring that your usage of these products remains uninterrupted, even as we transition to new billing processes.
- Alternative Payment Methods: To ensure that you can continue to access and renew your subscriptions, we have moved billing to a new provider, Stripe. In the coming weeks, we will contact you to help set up your account in Stripe or coordinate an alternative payment method. This will allow you to continue using FusionReactor, Adobe ColdFusion, and any associated support services without disruption.
Looking Forward
This situation has been challenging, but we are doing everything possible to ensure a smooth transition for all our customers. Moving forward, we are implementing additional measures to secure a stable, reliable billing system that will serve our customers effectively. 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.
Our Commitment to You
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 products and services seamlessly. If you have questions about your specific account or would like further assistance, please don’t hesitate to reach out to our sales team.
Thank you for your patience and understanding as we work through these changes. Together, we will move forward stronger and continue to deliver the solutions you rely on.
David Tattersall
CEO Intergral Information Solutions GmbH – makers of FusionReactor
