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Refund ticket lagging, is this normal?

MichaelisMichaelis Posts: 10
in The Commons

I've submitted a refund ticket because I did an accidental double purchase. It's been sitting without any feedback for a week (5 working days + a weekend) and I two days ago put an update asking for a status check. I know that due to the site issues there's probably a lot of tickets but it's a little disheartening to not get, well, any feedback on a cut and dry ticket. This is my first refund ever here so I don't know if this is normal or not. I checked old threads on the forum and most people were saying two or three days.

Comments

  • barbultbarbult Posts: 24,869

    It is not normal, but as you said, these are not normal times. If you were able to login and see your ticket to add an update to it, then at least you know it is in the system.

  • barbultbarbult Posts: 24,869

    If you post your ticket number here, maybe one of the forum mods can intervene and be sure it has not been lost in the chaos.

  • MichaelisMichaelis Posts: 10

    Alright, rad, thank you. I can be patient, it's not a big rush to get this done, I just wanted to check that things were okay since I saw some mentions of tickets being lost and I wanted to make sure it wasn't.

  • fixmypcmikefixmypcmike Posts: 19,613

    They're normally pretty fast with refund tickets.  I did a few 2 weeks ago that were done within 24 hours, but I have a couple of recent ones that are still open after 3-6 days.  They're small ones, I don't know if they prioritize larger refunds or handle them in order of submission.

  • barbultbarbult Posts: 24,869

    They also had a bunch of people who were charged sales tax incorrectly, so they may have a huge number of refunds to process.

  • MichaelisMichaelis Posts: 10
    edited November 2020
    barbult said:

    If you post your ticket number here, maybe one of the forum mods can intervene and be sure it has not been lost in the chaos.

    It's Request #353771.

    Fixmypcmike said:

    They're normally pretty fast with refund tickets.  I did a few 2 weeks ago that were done within 24 hours, but I have a couple of recent ones that are still open after 3-6 days.  They're small ones, I don't know if they prioritize larger refunds or handle them in order of submission.


    Good to know, thanks.

    Post edited by Michaelis on
  • barbultbarbult Posts: 24,869
    Michaelis said:
    barbult said:

    If you post your ticket number here, maybe one of the forum mods can intervene and be sure it has not been lost in the chaos.

    It's Request #353771.

    Fixmypcmike said:

    They're normally pretty fast with refund tickets.  I did a few 2 weeks ago that were done within 24 hours, but I have a couple of recent ones that are still open after 3-6 days.  They're small ones, I don't know if they prioritize larger refunds or handle them in order of submission.


    Good to know, thanks.

    I flagged this message, with your ticket number, for a mod to take a look. I don't know if they can help or not.

  • Richard HaseltineRichard Haseltine Posts: 102,804

    I think refunds are taking a while, I have a couple of open tickets from broken PC last week. I realise it's frustrating, and worrying if this is your first ticket, but I'm sure it will be dealt with - that's one of the benefits of a ticket-based system, it's hard for things to be get lost.

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