Cancel a preorder.

I ordered a CE digital download from CE and I havent gotten codes etc.
I want to cancel it since ive gotten myself another code for my original version of the game and not fussed about the CE.

Im lost in how to cancel my order.

Yes pls someone help us. I want to cancel 2 of my pre-orders. its been more than a week since the payment went through and no codes yet.

You need to contact the retailer you bought the product from.

I got mine directly from NA SE online store. What time do the online chat support open?

If you bought from NA SE store, you cancel on findmyorder.com. I'm pretty sure they still haven't charged money so it will say that no refund is needed.

I did that, www.findmyorder.com but with the email address and last 5 digit of my card search could not retrieve my order number. So I can't cancel my order thru that site... :(

I ordered a digital download edition, so they billed me the second i ordered it. Bought from SE.
So there no shipping involed.

Just to let you guys know I have sent SE store an email about something similar to this regarding a different game. They responded saying they cant do anything about it because technically you bought it from a store called digitalriver(they apparently run the NA SE store) and I would have to deal with them about cancelling pre-orders or changing CC info.

Im from EU / Norway, we have a 14day return policy, i read something about that in SE policy aswell unless i had used any codes, i could get my money back.

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Originally Posted by Kimek

I did that, www.findmyorder.com but with the email address and last 5 digit of my card search could not retrieve my order number. So I can't cancel my order thru that site... :(

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I don't know how long ago you pre-ordered. Are you sure it's the right email and CC used to do so?

@Rin, because of that, it might not be possible to cancel. :\ Still try findmyorder.com though if you haven't.
EDIT: Same time post~ Meant because of it being a Digital Download. But idk. Again try findmyorder.com if you haven't!
EDIT2: I do remember when I did it, the cancellation email said no refund was required because of it being a physical copy and so I wasn't charged yet. So I'd imagine it's possible to cancel through that site, since they do give refunds.

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Originally Posted by FutanXIV

I don't know how long ago you pre-ordered. Are you sure it's the right email and CC used to do so?

@Rin, because of that, it might not be possible to cancel. :\ Still try findmyorder.com though if you haven't.
EDIT: Same time post~ Meant because of it being a Digital Download. But idk. Again try findmyorder.com if you haven't!
EDIT2: I do remember when I did it, the cancellation email said no refund was required because of it being a physical copy and so I wasn't charged yet. So I'd imagine it's possible to cancel through that site, since they do give refunds.

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I don't think EU and NA goes under the same policys/regulations.

findmyorder.com has Norwegian under it's languages so it's probable they service Norwegians as well. Try it already. :P

I have tried it, and its not there.
I found a link however in my purchase order.

Copied from http://eu.square-enix.com/en/documents/tnc

2.9.1 For customers resident in the United Kingdom, Switzerland, Italy, Spain, Portugal, Denmark, Norway, Sweden, Finland, Australia or New Zealand:

2.9 Cancellation and refunds

2.9.1 For customers resident in the United Kingdom, Switzerland, Italy, Spain, Portugal, Denmark, Norway, Sweden, Finland, Australia or New Zealand:

The information on your cancellation right set out in this section 2.9.1 is only valid if you are a resident of any such country.
Cooling-off period. If you are contracting with us as a consumer, then, subject to the provisions of this section 2.9.1, you may cancel any Supply Contract for a Product ordered from us at any time within the period of 14 days after: (a) in the case of a Physical Product, the date on which you received the Product; or (b) in the case a Download Product, the date on which we notify you that the Download Product is available for download from the Store; or (c) in the case of a Store Service, the date of entering into the Supply Contract with us for the provision of the Store Service. For customers resident in Norway, however, each date described in paragraphs (a) to (c) of the preceding sentence shall instead be the date on which you receive notice of your cancellation right.

Im not this good at english but does this mean i have to wait for an email, where i get the option to cancel the order ?

That doesn't really say what to do if you want to, however right below that.

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How to cancel. To cancel an order, you must notify us of your intention to do so. (For Italian customers, such notice must be sent or confirmed within 48 hours via registered mail with a return receipt requested. For Portuguese customers, such notice must be sent within the cooling-off period via registered mail with a return receipt requested.) In the case of Physical Products supplied to you further to your order, you must return those Physical Products to us as soon as reasonably practical. The return of any Physical Products shall be solely at your own cost and risk. You are legally obliged to take reasonable care of any Physical Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

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And at the bottom

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3.11 Contact us

If you have any queries concerning any of these Terms, our Products or your order, please contact our support service:

at this web address http://support.eu.square-enix.com/?la=2; or
by post at Square Enix Support Centre, Square Enix Europe, Wimbledon Bridge House, 1 Hartfield Road, London SW19 3RU, United Kingdom.

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So go to http://support.eu.square-enix.com/?la=2; and go through those hoops. :\

Okei thanks for reading through:). Ive made a ticket about it, so guess ill see what happens in a few days when they got time to respond.
Not found any live chat, and i cannot afford to make the phonecall to them so.

I heard they apparently hid the Live Chat or something. lol. Someone else might be able to help with that. XD

I ordered from SE store. I have been checking on my order to see if it shipped everyday since I bought UPS 2 day shipping. Every time I login I don't use order number as mine don't work. I login using my email address and last 5 of my credit card. Right on the screen in front of me is an option to view my invoice or cancel my order. So it is still possible if you need to do it. You can also call digital river and they have the option to do it over the phone: 1-866-585-3251. Lucky for me they have finally got me a tracking number and of course it will go out. My beef now is they used me to waste time. I ordered 2 day delivery and they waited to ship mine till right before so I will get mine on the release day. That is not what I am mad about, they shipped a bunch of peoples who paid cheap shipping this past Monday. That means we all get about the same time. If I had known that I could have saved 17 dollars on quick shipping and went the cheap route. That is what steams me.

Tried using my email and creditcard,but seems there is no ordernumber for me there. And im not about to call to the US with my cellphone. Id pay as much as i payed for the game.
Sorry to hear about ur case tho, its really stupid. :(

Rin, ive sent an e-mail to support as suggested:

https://store.eu.square-enix.com/eme...-questions.php

on there there is a link for "Customer support" which is how i sent the "e-mail":

https://store.eu.square-enix.com/eme...er-support.php

I did this on the 19th and i have received NO answer within 48 hours like it has stated i have however received an automated e-mail which states that they have received my ticket successfully... whatever that means..

If this continues I'll be going to trading standards there is NO information on how to contact them if i had 2 days of my 14 day cooling off period when i submitted this I'd be screwed now.

My patience is wearing and no one on any official SE forum seems to want to help with contact information or any way to escalate this issue, if they were bogged under they should send a mail out or put a message on website saying times will be increased.

And no digital river wont work for EU atleast for this product, our e-mail states that we will see "Square Enix Limited" on out statement and not "DRI*"

-D

Ive never had such a hard time figuring out how to contact them / cancel an order before. And i feel like im going left and right from page to page to get any info. The only thing i miss from wow/blizz right now is how easy it was for me to figure out things on my own.

And im assuming its gonna take a week before any proper responce on the email. One one hand I get that it can take time, but other hand, theive made things stupidly stupid.

check your junk email box

Think ive clicked it about 250 times :)

Same RinSin, also the mail seems to be coming through very delayed, im over 96 hours without an answer now. weekend tomorrow so add another 48 hours will take us to 144 hours more than likely before i can hope to get an answer here in the EU..

I'll definitely buy SE games again if I'll buy from SE store again is another question now it's a shame because i was thinking about buying something form the merchandise store which opened on 21st.

-D

Is there any way to move a registered service account to another master account? I had the FFXIV ARR 1.0, then bought the pre-order of 2.0 to get headtstart. But I wanted my brother to use the new 2.0 service account. unfortunately I registered the 2.0 service account to my master account, which overwrote my 1.0 account. I want to move the 2.0 service account to my brothers master account, yet retain my 1.0 account. Please advise.

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Originally Posted by Deeds

Is there any way to move a registered service account to another master account? I had the FFXIV ARR 1.0, then bought the pre-order of 2.0 to get headtstart. But I wanted my brother to use the new 2.0 service account. unfortunately I registered the 2.0 service account to my master account, which overwrote my 1.0 account. I want to move the 2.0 service account to my brothers master account, yet retain my 1.0 account. Please advise.

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No the process is irreversible the upgrade page actually states this as well at some point, Also this is the wrong thread to do it in you should use the search function to find a similar question if no such questions exist you should make your own thread as these are different issues.

-D

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Originally Posted by Dragona

No the process is irreversible the upgrade page actually states this as well at some point, Also this is the wrong thread to do it in you should use the search function to find a similar question if no such questions exist you should make your own thread as these are different issues.

-D

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Cant make my own thread, says my lvl isnt high enough. I looked through all the threads using search and this was the closest to what Im asking. thnxs though. If anyone has something more helpful it would be appreciated. I have a ticket in and am waiting for chat support. Hopefully they can move the service account to another master account. If not I will also be looking to cancel my preorder. If I do I hope that it doesnt remove my 1.0 account which seems to have been overwritten with this new service account.

Quote:

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Originally Posted by Deeds

Cant make my own thread, says my lvl isnt high enough. I looked through all the threads using search and this was the closest to what Im asking. thnxs though. If anyone has something more helpful it would be appreciated. I have a ticket in and am waiting for chat support. Hopefully they can move the service account to another master account. If not I will also be looking to cancel my preorder. If I do I hope that it doesnt remove my 1.0 account which seems to have been overwritten with this new service account.

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All 1.0 accounts got upgraded to ARR you wont see the basic FFXIV service in there as a permanent option now if you had FFXIV Windows before it will have been changed into FFXIV: A Realm Reborn - Windows regardless of you registering an early access code or not since 1.0 users get the upgrade to 2.0 for free(nothing would have been overwritten). I saw a few threads like this in beta forums they also waited in chat support and got told no, wouldn't get your hopes up for it and if they can do something for you its better than you expected :)

I ordered my physical copy of CE from an online retailer but they cancelled my order due to too many orders. However, I got my EA code from them. Now i went to gamestop and preordered it from there and got another EA code. Can I give this unregistered one to my friend. It's not somehow bound to the real registration code that I will get with the CE box?

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Originally Posted by FutanXIV

I don't know how long ago you pre-ordered. Are you sure it's the right email and CC used to do so?

@Rin, because of that, it might not be possible to cancel. :\ Still try findmyorder.com though if you haven't.
EDIT: Same time post~ Meant because of it being a Digital Download. But idk. Again try findmyorder.com if you haven't!
EDIT2: I do remember when I did it, the cancellation email said no refund was required because of it being a physical copy and so I wasn't charged yet. So I'd imagine it's possible to cancel through that site, since they do give refunds.

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I have a total of 3 orders (digital download CE). Funny thing is 1 order made it through. 1st order was months ago and I already got the codes. The other 2 orders was on the 15th Aug and 16th Aug. Both orders used different emails and credit cards and both order didn't have the order number from findmyorder.com and both payment were charged. My credit cards were deducted as hold amount and was not charged fully.