i cancelled an order, but refund not received

[accalia0wolfe]

on December 11, I made an order for $87.63, which I immediately cancelled.

no refund was received on either of my billing accountS(PayPal/MasterCard) and no money was added to my USD credit(it remains $0) I filed a ticket, that was met with unhelpful replies, and currently sits ignored for its sixth day now. I need someone to help me, whether to guide me to where it could be, or for an LL associate of some kind to talk it through with me... because, with all due respect, it is honestly starting to look a lot like theft to me.

thank you very much.

[Chic Aeon]

2 hours ago, accalia0wolfe said:

on December 11, I made an order for $87.63, which I immediately cancelled.

no refund was received on either of my billing accountS(PayPal/MasterCard) and no money was added to my USD credit(it remains $0) I filed a ticket, that was met with unhelpful replies, and currently sits ignored for its sixth day now. I need someone to help me, whether to guide me to where it could be, or for an LL associate of some kind to talk it through with me... because, with all due respect, it is honestly starting to look a lot like theft to me.

thank you very much.

Did you get the lindens you bought? If you did then the only way to get your you money back would be to cash in those lindens and take a hit on the price, naturally. There is NO time between making a buy and getting the goods (or selling) so I can't see how you could get a refund. 

I have never heard of The Lab taking lindens out of somoeone's account, they can only USE dollars for payments such as tier. 

Anyway, this is NOT the place to fix things. Just other residents here. No power :D.

[Alwin Alcott]

2 hours ago, accalia0wolfe said:

on December 11, I made an order for $87.63, which I immediately cancelled.

no refund was received on either of my billing accountS(PayPal/MasterCard) and no money was added to my USD credit(it remains $0) I filed a ticket, that was met with unhelpful replies, and currently sits ignored for its sixth day now. I need someone to help me, whether to guide me to where it could be, or for an LL associate of some kind to talk it through with me... because, with all due respect, it is honestly starting to look a lot like theft to me.

thank you very much.

you only can cancel a money order when you did a limit buy, and your post makes it not clear if you did that.

If you placed a market buy, there is no possibility to cancel it, and your L$ will be delivered nearly instantly.

In spite of your experience with support tickets, it's the only way how you will get solved this.

Linden people very rarely come here to talk about issues.

[accalia0wolfe]

5 hours ago, Chic Aeon said:

Did you get the lindens you bought? If you did then the only way to get your you money back would be to cash in those lindens and take a hit on the price, naturally. There is NO time between making a buy and getting the goods (or selling) so I can't see how you could get a refund. 

I have never heard of The Lab taking lindens out of somoeone's account, they can only USE dollars for payments such as tier. 

Anyway, this is NOT the place to fix things. Just other residents here. No power :D.

 

 

it was a limit buy, there's no "cancel order" option otherwise, I received neither of the currencies. honestly, at this point, I don't mind if they just send me the market-buy-rate worth of lindens that is equal to the market-buy price I paid... I just want any sort of compensation or closure to this issue, because this is literally my first time ever paying more than like $20 for lindens, and i deeply regret it.

Edited December 22, 2017 by accalia0wolfe
wrong word

[Lindal Kidd]

The situation you describe is EXTREMELY unusual.  Could it be that your payment method was not accepted?  If so, you would not see a charge to your credit card/PayPal, and you should have seen a message like "there was a problem with your payment method."

If the charge DID appear on your payment method, and you could navigate to your Open Orders and see the order, then canceling it SHOULD have immediately moved the money to your $USD Balance.  If it did not, then try calling Billing at one of the numbers at the end of this post.

If the charge appeared on your payment method, but you did NOT see any open orders, then the order was filled, and you should see the $L in your linden dollar balance.  In this case, you would be unable to cancel the order.  However, you could turn around and sell the $L, then do a Process Credit transaction to move the money from your $USD balance to your PayPal account, minus transaction fees.

Billing Phone Numbers

US/Canada: 800-294-1067
France: 0805-101-490
Germany: 0800-664-5510
Japan: 0066-33-132-830
Portugal: 800-814-450
Spain: 800-300-560
UK: 0800-086-9081
Brazil: 0800-762-1132

Long distance ( not free, but you can use Skype to save some cost ) : 703-286-6277
**Note: Support is offered only in English

[accalia0wolfe]

On 22/12/2017 at 7:33 AM, Lindal Kidd said:

The situation you describe is EXTREMELY unusual.  Could it be that your payment method was not accepted?  If so, you would not see a charge to your credit card/PayPal, and you should have seen a message like "there was a problem with your payment method."

If the charge DID appear on your payment method, and you could navigate to your Open Orders and see the order, then canceling it SHOULD have immediately moved the money to your $USD Balance.  If it did not, then try calling Billing at one of the numbers at the end of this post.

If the charge appeared on your payment method, but you did NOT see any open orders, then the order was filled, and you should see the $L in your linden dollar balance.  In this case, you would be unable to cancel the order.  However, you could turn around and sell the $L, then do a Process Credit transaction to move the money from your $USD balance to your PayPal account, minus transaction fees.

Billing Phone Numbers

US/Canada: 800-294-1067
France: 0805-101-490
Germany: 0800-664-5510
Japan: 0066-33-132-830
Portugal: 800-814-450
Spain: 800-300-560
UK: 0800-086-9081
Brazil: 0800-762-1132

Long distance ( not free, but you can use Skype to save some cost ) : 703-286-6277
**Note: Support is offered only in English

 

is there any way I can contact billing via message or text? I have really bad social anxiety, and talking on the phone isn't my forte, and I would very much prefer that.

[Alwin Alcott]

13 minutes ago, accalia0wolfe said:

is there any way I can contact billing via message or text? I have really bad social anxiety, and talking on the phone isn't my forte, and I would very much prefer that.

the direct link to support is on every page of the forum... you could give that a try

[accalia0wolfe]

On 22/12/2017 at 7:33 AM, Lindal Kidd said:

If the charge DID appear on your payment method, and you could navigate to your Open Orders and see the order, then canceling it SHOULD have immediately moved the money to your $USD Balance.  If it did not, then try calling Billing at one of the numbers at the end of this post.

If the charge appeared on your payment method, but you did NOT see any open orders, then the order was filled, and you should see the $L in your linden dollar balance.  In this case, you would be unable to cancel the order.  However, you could turn around and sell the $L, then do a Process Credit transaction to move the money from your $USD balance to your PayPal account, minus transaction fees.

 

3

charge appeared on my payment method, i immediately cancelled it(no $L recieved), and i still wasn't refunded. it's also not the first time a refund was promised but i couldn't find it, everytime i buy something directly payment method-to-marketplace, and it's less than the designated $2~ it is written i'll  be refunded the remainder, but my USD balance has always been what it is now, $0, it never increased... not once.. which now makes me wonder if there's a thing i might've missed or an "activation" one must do to make sure refunds are added to their USD credit; but i tried everything, and honestly it's getting both frustrating and draining.

Edited December 23, 2017 by accalia0wolfe

[Cindy Evanier]

log into https://secondlife.com  then Account - billing information.   How you are paying.  This will tell you the method used to pay for  L$ .  Check if your card info or paypal/skrill info is uptodate but honestly making an order then immediately cancelling will definitely throw up a flag somewhere.  Contact support https://support.secondlife.com

but as it's Christmas and the weekend I doubt you will get much response for a while  https://status.secondlifegrid.net/incidents/tvcs8gyxfvmy

[accalia0wolfe]

1 minute ago, Cindy Evanier said:

 but honestly making an order then immediately cancelling will definitely throw up a flag somewhere.  Contact support https://support.secondlife.com

 

it's not that I just cancelled it and called it a day.  I bought a similar amount of lindens using the market rate buy right after(which I was charged for, and which I received). my card info was updated, also. and I know the method I used, it was a MasterCard. i did submit a ticket, and i now understand why their replies were scarce.

[Cindy Evanier]

15 minutes ago, accalia0wolfe said:

it's not that I just cancelled it and called it a day.  I bought a similar amount of lindens using the market rate buy right after(which I was charged for, and which I received). my card info was updated, also. and I know the method I used, it was a MasterCard. i did submit a ticket, and i now understand why their replies were scarce.

Maybe I am misunderstanding.  Did the market rate buy take a 2nd deduction from your Mastercard or did it take it from your US$ account balance  ie have you been charged twice on your Mastercard?  If they charged you twice and there is no refund sitting in your US$  account balance from the first (canceled) buy  then I guess you have to wait until Tuesday and get on to billing support again   

[accalia0wolfe]

second deduction.

[Lindal Kidd]

7 hours ago, accalia0wolfe said:

charge appeared on my payment method, i immediately cancelled it(no $L recieved), and i still wasn't refunded. it's also not the first time a refund was promised but i couldn't find it, everytime i buy something directly payment method-to-marketplace, and it's less than the designated $2~ it is written i'll  be refunded the remainder, but my USD balance has always been what it is now, $0, it never increased... not once.. which now makes me wonder if there's a thing i might've missed or an "activation" one must do to make sure refunds are added to their USD credit; but i tried everything, and honestly it's getting both frustrating and draining.

Yikes!  You should never buy on the Marketplace using your payment method directly.  Here's why...

Let's say you want to buy a dress that costs $L250.  You choose the "pay with $USD" option.  LL will immediately charge your payment method for the $L250 (about $1USD)...AND they will also charge a $.99 USD transaction fee.  This fee is a fixed amount for any size purchase of $L.  You are much better off to buy a larger amount of $L and then use them to buy your stuff.

As for contacting Billing by text instead of phone, about all you can do is to file a Support case as you have already done.  Given the amount of confusion here, I strongly recommend talking to a live person on the phone, though.