Frequently Asked Questions

Updated September 30, 2008

Q. Is the Points of Light eBay eStore closed?
A: Yes. After discovering significant operational and financial irregularities with the Points of Light e-Store, we were forced to suspend operations and close the store to conduct a complete investigation.

Q. What happened?
A. Points of Light eStore was operated by an independent contractor who had responsibility for securing and selling donated goods on-line and who also sold travel packages on consignment.

When we discovered operational and financial irregularities, which appeared to be isolated to travel transactions only, we immediately severed our relationship with this contractor and contacted law enforcement authorities.

To thoroughly investigate the matter, we determined we had to close the store and could no longer fulfill ticket bookings with dates of origin after Tuesday, July 15, 2008. We were deeply troubled by this decision, knowing this would create a significant impact for travelers after this date. But, we have been working around the clock to try to expedite customer refund requests and are committed to helping do everything possible to lessen the impact of this hardship.

Please note, that if you believe you are affected and have not already filed a claim, you must do so before October 15, 2008. We will not be able to accept new refund claims after October 15. Click here for the refund form. You will then receive contact from a Customer Care representative, either by phone or email as soon as possible, who will help to complete the refund process.

Q. I booked travel after July 15th. Are my travel plans are affected?
A: Yes. Reservations for travel originating after Tuesday, July 15, 2008 can no longer be processed due to the eStore's closure. We are committed to helping you and to doing everything possible to lessen the impact of this hardship.

If you believe you have a reservation but have not paid and want to continue your travel plans, you will need to contact the airlines directly and initiate a new reservation.

If you have paid for travel, we will reimburse you for the money you originally spent to buy the ticket on the eStore. Please call the Customer Care call center at 202-729-8198 or apply for your refund.

Q. Can I get my money back?
A: Yes, upon verification a refund is due to you. If you complete an information form that will make it easier for us to help you to apply for your refund and a customer service representative will contact you.

Q: How will I receive my refund?
A: We have processed the majority of the claims, and have issued checks to the individuals who originally paid for the travel. Even if the travel was paid through PayPal, you will receive a check.

If you have already submitted your information in full, you will not be contacted. However, rest assured that we are verifying your submission and you will receive an email confirmation of the receipt of your application.

Q: When can I expect my refund?
A: We are working as quickly as possible to review and verify refund requests. This process requires many checks and balances, and is being overseen by a Top 5 professional accounting firm. It is a highly structured activity and is necessary to ensure that all refund claims are handled correctly.

By the end of today, September 30, 2008 the majority of refunds will have been sent to customers affected by the eStore closure. We have processed travel or refunds for more than 95% of customers. For the handful of remaining claims, Points of Light is reaching out directly to customers to help answer remaining questions.

Please understand that as a nonprofit that provides the resources people need to take action in their local communities each day, we were not equipped to handle the eStore refund process with the staff we had. It required researching and finding the right partners, who then put an accurate process in place.

We were optimistic that we could provide refunds within a 30-day and even a 60-day timeframe, but as we uncovered more information in our investigation, the layers of mismanagement by the independent contractor were larger than we had anticipated. However, we hope that by doing our best to refund those affected, we have shown our commitment to customers of the store.

Q: How do I know you have received my refund request?
A: When you submitted your refund application, you received an email confirmation of our receipt of your request for refund. That means your application has been received and submitted for verification so that a refund can be issued correctly. You will receive an additional email in advance of your refund check being mailed. A round of emails and checks were mailed on September 29.

We understand that affected customers would like specific information about where they stand in the process. Unfortunately, it is not possible for our Customer Care team to provide status updates on individual refunds. We continue to focus on getting refunds processed and out to customers as quickly as possible.

Also, please note that the order in which we are processing refunds is dictated by the availability of verifiable data. We considered a number of alternatives, and determined that this approach is the best way to issue the most refunds as quickly as we can.

We greatly appreciate your patience as we process your claim.

Q: Can I ask my credit card company to refund the purchase?
A: Credit card policies may vary. Please contact your credit card company regarding questions on specific charges. Also, please note that if you choose to file a chargeback or with your credit card company, it adds another step in our verification process and may impact the speed in which you may receive a refund check from Points of Light.

Q: How long will it take to process my inquiry?
A: We will manage each inquiry as they arrive, with the goal of responding by e-mail or with a phone call as soon as possible. Our goal is to process refunds as quickly as possible. Please check www.pointsoflight.org/estore for regular updates online.

Q. My eStore purchase was for a product, not travel. Will I get my item?
A: Yes. Non-travel related purchases will be fulfilled with possible delays in shipping. We apologize for any inconvenience this may cause you. If you have any questions regarding travel or non-travel related purchases, please visit http://www.pointsoflight.org/estore or call 202-729-8198 for an update.

Q. I had a bid on an item, which is no longer posted. What will happen to my bid? Can I get that item?
A: The operation of the eStore has been suspended. Unfortunately, no further transactions will be initiated or completed, and there no items available for purchase at this time. If you have already purchased your item, it will be fulfilled with possible delays in shipping. We apologize for any inconvenience this may cause you. If you have any questions regarding your purchase, please visit http://www.pointsoflight.org/estore or call 202-729-8198 for an update.

Q. When you found out there were irregularities, what exactly did Points Of Light do?
A: We are saddened and troubled that the actions of an individual could impact so many customers who trusted the eStore operation to fulfill their travel.

To date we have taken the following steps to mitigate the impacts and investigate the situation. We:

• Immediately put a plan in place to fulfill travel for affected customers through July 15 and set up a process for refunds.
• Put a customer care team in place to help mitigate the impact on all of the eStore’s affected customers and are reaching out to them in every way available to us, including e-mail, Web site, discussion board posts and the Customer Care call center.
• Assembled a task force of business and nonprofit leaders to help oversee the investigation of this matter and create a set of recommendations for the CEO and board.
• Engaged expert legal counsel from McKenna, Long and Aldridge to help us respond to this issue and to conduct a thorough investigation.
• Have invited and received consultation from an expert, independent accounting firm on how best to get to the bottom of this matter.
• Have received expert counsel from travel industry experts, including CEOs of airline and travel corporations to address this matter that takes into consideration the affected travelers.
• Quickly informed our auditors of an issue under investigation.
• Received support from important stakeholders through donations and financing to ensure that we can isolate this issue from a resource perspective and assure our funders and partners that this will not affect the fulfillment of our core mission.

Like other organizations, we are not immune to the injurious actions of a single individual. But it is all the more devastating when those actions affect an enterprise that is 100% devoted to the common good.

We are profoundly sorry that this incident has occurred and are committed to helping to lessen the impact on customers. We have completed our investigation and turned the information over to the Washington, D.C. attorney general. We will pursue all legal recourse that is available to us. We are also determined to not let these actions diminish the work of millions of volunteers across the country.

Q: Once you correct the irregularities, will you reopen the store?
A: We have no plans to re-open the store.