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  1. #1
    Player
    sashi_honeybear's Avatar
    Join Date
    Mar 2017
    Location
    New Gridania
    Posts
    7
    Character
    Sashi Honeybear
    World
    Sargatanas
    Main Class
    White Mage Lv 70

    Fan Fest Pre-Order Charged Even Though it was Cancelled

    WELL I just received a notification that my order is processed after attempting to cancel my order (which I couldn’t confirm went through) and as a workaround, change payment method to a card that would decline this payment just in case it didn’t cancel (which I received an error). I also sent a help ticket yesterday providing all the screenshots and information.


    -In the confirmation email from today, it provides this email address, storesupport@square-enix.com, to write to if there are any issues. I’ve tried twice to forward my help ticket info so they can see I attempted to cancel and I can’t even do that bc THE EMAIL DOESN’T EXIST.



    **Did anyone else experience the same issue when following up with the confirmation email today?**
    (0)

  2. #2
    Player
    ExKage's Avatar
    Join Date
    Jan 2014
    Location
    Ul'dah
    Posts
    1,089
    Character
    Kage Kiryuu
    World
    Cactuar
    Main Class
    Warrior Lv 70
    I replied to your post on reddit. Try this email instead. storesupport@us.square-enix.com

    I've been trying to get issues resolved since October 4. Except I'm worse off now than before when I wanted to change my payment info because bank sent me new card.

    I don't even know if my pre-order is going to be processed and they even closed my initial support request after no resolution.

    I'm going to end up in Las Vegas in 2 Weeks with a giant sign saying they lost $700+ in merchandise sales because their merchandise store front is useless at this rate.
    (1)

  3. #3
    Player
    sashi_honeybear's Avatar
    Join Date
    Mar 2017
    Location
    New Gridania
    Posts
    7
    Character
    Sashi Honeybear
    World
    Sargatanas
    Main Class
    White Mage Lv 70
    Oh! I saw your thread and am surprised it didn’t get any feedback from the forum mod team since you posted a few weeks ago.

    I just got an email from another email address that was not listed on any site asking me for my order info and previous help tickets. Maybe this will help- support_na_ol@square-enix.com
    (0)

  4. #4
    Player
    sashi_honeybear's Avatar
    Join Date
    Mar 2017
    Location
    New Gridania
    Posts
    7
    Character
    Sashi Honeybear
    World
    Sargatanas
    Main Class
    White Mage Lv 70
    Still no update. I’m checking to confirm my email was received. My dog currently going through right sided heart failure and I need the funds back in my account ASAP so I can pay for her treatment. Could you please provide an update and ETA on when the process for refund will be complete? I can’t take her to see her specialist tomorrow without the funds in my account. This is urgent.

    My only other option is to do a chargeback because I need these funds. I’m afraid I will lose my 3yrs account bc of the chargeback but at this point I don’t care because my dog’s life is in danger.
    (1)

  5. #5
    Community Rep Luxpheras's Avatar
    Join Date
    May 2016
    Posts
    114
    Greetings,

    If anyone experienced difficulty in cancelling their pre-order and needs to have their purchase refunded, please contact the Square Enix Store team at storesupport@us.square-enix.com and they'll be able to assist you, even after the order has been debited. We sincerely apologize for the frustration this has caused.
    (3)
    Chenin "Luxpheras" Matthews - Community Team