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My credit card was charged but purchased items are not in my product library

kandrews10_fc40beab43kandrews10_fc40beab43 Posts: 13
in Technical Help (nuts n bolts)

I purchased 3 items last night from the Daz store. The total with tax, 8 tokens, gold star and Premier Member discounts came to $11.54. The "Processing Your Order" screen hung for several minutes then timed out. The funds were charged to my card but, apparently, the order did not go through as the items are not in my product library for download. How to rectify? Thanks!

Comments

  • barbultbarbult Posts: 24,872

    You will have to submit a sales ticket to report the problem. Do you have screenshots or other documentation of what you ordered? They will probably need that.

  • kandrews10_fc40beab43kandrews10_fc40beab43 Posts: 13

    I have a screenshot of my cart and the charge to my bank account. But, as the processing screen hung and then crashed, I do not have the screenshot of the reciept.

  • Richard HaseltineRichard Haseltine Posts: 102,858

    Is it listed in https://www.daz3d.com/sales/order/history

  • kandrews10_fc40beab43kandrews10_fc40beab43 Posts: 13
    edited February 27

    Nope.

    Post edited by kandrews10_fc40beab43 on
  • kandrews10_fc40beab43kandrews10_fc40beab43 Posts: 13

    No. This is the last posted. But, again, the $11.54 was charged to my bank account

    DA25-0225-309D-7DA4-745E 2025-02-24 $19.61 Complete View Order
  • Richard HaseltineRichard Haseltine Posts: 102,858

    You definitely need to open a support ticket then.

  • kandrews10_fc40beab43kandrews10_fc40beab43 Posts: 13

    Oh, I did. Thank you! I accidently submitted it while attempting to attach an image of my bank statement, but I have it if they ask :)

  • Richard HaseltineRichard Haseltine Posts: 102,858

    If you click your nasme at top-right you should be able to go to My Activities, then you should be able to open the ticket and add the bank statement as an attachment to a reply (I don't recommend bumping tickets after an interval as it can pull you out of your place in the queue, but in this case adding a new post won't have much effect and will ensure the information is there).

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