Question on receiving a refund for Endnote x5

Hi Folks:

I contacted customer service about 3 1/2 weeks ago regarding requesting a refund. I never heard back.

I submitted the Customer Service form again (about an hour ago) today.  Most places when you submit an email form you receive an email stating they received your request.  Does Endnote Customer Service not do this?  (so far I’ve received no automated response so I want to make sure I’m doing it correctly).


Matthew Friend


I am in Technical Support, not Customer Support, but they use the same software as we do to receive and track customer contacts. When your issue is submitted, you should IMMEDIATELY – as in, within the hour – receive a confirmation that your message was received and providing your case number for tracking purposes.

If you did not receive this, something has certainly gone wrong.

They also reply to cases within 1 to 2 business days. Make sure you have checked your spam or junk folders thoroughly for your confirmation message and any replies from our Customer Support department. If you still don’t see it, you may wish to try contacting them by phone instead:

1-800-336-4474, option 3

I hope this helps!

Hi Gilliann:

Thank you for replying.

After I had posted here, Bob Farrell responded and I thought things were going to be taken care of.

I responded to his last email with the invoice and info he needed. After a couple of days with no response I emailed back with the same info to make sure he got it.

That was 11 days ago (the 5th) and I have so far received no reply to the the email(s).

I sent a new email to him today and also filled out the customer service form again since it seems I have been lost someplace in the process.

Matthew Friend

Hello, Matthew!

As I said, I’m kind of in the wrong department, so I’m limited in what I can advise. Probably your best bet is to contact the Customer Support department directly by phone at the number I posted previously. They are open right now!

Hi Gilliann:

I just wanted to followup.

Bob Farrell and Vanessa Cheers  have talked with me by email. Mr. Farrell is ‘agreeable’ to the refund, but its been two more weeks and I haven’t heard anything back yet.  I have emailed Mr. Farrell and Vanessa Cheers again this morning to see if anyone knows where the process the refund is.

It is difficult for me to call customer support during the day. Do you know what their hours are?

Thank you for your help.



Hello, Matthew:

According to my colleagues in Customer Support, you should have gotten an email regarding this earlier today. If you do still need to reach them, however, their phone hours are from 8am to 6pm Eastern US time.

I hope this helps!

Hi Gilliann:

I did receive an email from them and they were working on it. That was three weeks ago. I was told the refund had been ok’ed but another 3 weeks have gone by and still no refund.

I had originally asked for a refund in July - about 2 months ago.  Everyone I talked with at Endnote seems nice and says it is in the process of being ‘processed’ but still does it take 2 months?