Purchased Zen but got nothing?

tanash
tanash Posts: 0 Arc User
edited April 2010 in Cash Shop Huddle
Hi,

Today I purchased 3000 ZEN via International Credit Card (Visa). I got the "Confirmation email" that the card has been charged but when I went to my wallet to transfer the ZEN to my character, it said I have no ZEN. I have 3 purchases earlier this month through the same payment method that went through just fine and the ZEN instantly came into my account, last purchase was 29/3 as in yesterday and there were no problems.

Those 3 earlier purchases I also got the email giving me the transaction ID amongst other things. but not today, and the payment I did today isn't even in my payment history under my account.

Greatful for any assistance you can give me.

/Tanash
Post edited by tanash on

Comments

  • shnuggles
    shnuggles Posts: 7 Arc User
    edited March 2010
    tanash wrote: »
    Hi,

    Today I purchased 3000 ZEN via International Credit Card (Visa). I got the "Confirmation email" that the card has been charged but when I went to my wallet to transfer the ZEN to my character, it said I have no ZEN. I have 3 purchases earlier this month through the same payment method that went through just fine and the ZEN instantly came into my account, last purchase was 29/3 as in yesterday and there were no problems.

    Those 3 earlier purchases I also got the email giving me the transaction ID amongst other things. but not today, and the payment I did today isn't even in my payment history under my account.

    Greatful for any assistance you can give me.

    /Tanash

    Hello,

    We do apologize for any inconvenience that you are having at this time. There were a few issues this morning at the turn of the day that prevented some transactions from going through on a few of our payment solutions. Payments made through Moneybookers are in the Moneybookers system and we are currently working with them to get the transaction information for those purchases so that ZEN can be delivered. Worst case scenario is that we will have to refund the transactions. If you have sent in an email, you will get a response as soon as we reach your ticket in line. This issue has caused a large influx of emails which is a very good sign of why you have not yet received a response. We hope to have this issue resolved in 24 hours but I cannot guarantee how long this will take. Should you not want to wait for the resolution and simply want a refund, please follow up on the ticket submitted and request that refund.

    Again, we do apologize for this unforeseen issue and we ask for your patience while we try to resolve the issue.

    (Moneybookers, International credit cards, and Local Payment Options are all from the Moneybookers network)
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • tanash
    tanash Posts: 0 Arc User
    edited March 2010
    Ah ok, thanks alot for the clarification, I'm not in a hurry and will wait :).
  • dking123
    dking123 Posts: 0 Arc User
    edited March 2010
    tanash wrote: »
    Hi,

    Today I purchased 3000 ZEN via International Credit Card (Visa). I got the "Confirmation email" that the card has been charged but when I went to my wallet to transfer the ZEN to my character, it said I have no ZEN. I have 3 purchases earlier this month through the same payment method that went through just fine and the ZEN instantly came into my account, last purchase was 29/3 as in yesterday and there were no problems.

    Those 3 earlier purchases I also got the email giving me the transaction ID amongst other things. but not today, and the payment I did today isn't even in my payment history under my account.

    Greatful for any assistance you can give me.

    /Tanash


    Yea I got the same Problem but i bought more Money and i wait already 24 hours :/
    I hope it comes fast !!
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited March 2010
    dking123 wrote: »
    Yea I got the same Problem but i bought more Money and i wait already 24 hours :/
    I hope it comes fast !!

    Hello,

    There was an error in the Moneybookers and ClickandBuy systems that caused many purchases to not be sent to our systems. We are working very closely with them to get the issue resolved and we should hopefully be able to credit the ZEN within the next 24-48 hours. At your request, we can go ahead and refund the payment(s) if you do not wish to go through this wait.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • dking123
    dking123 Posts: 0 Arc User
    edited March 2010
    shnuggles wrote: »
    Hello,

    There was an error in the Moneybookers and ClickandBuy systems that caused many purchases to not be sent to our systems. We are working very closely with them to get the issue resolved and we should hopefully be able to credit the ZEN within the next 24-48 hours. At your request, we can go ahead and refund the payment(s) if you do not wish to go through this wait.

    I can wait !
    But not long :/
    Thank you to answer me so fast :)

    I read almost a ticket with the same problem but i have almost my answer and i understand your problem! You guys are humans after all ;) this tinghs need his time :D
  • Rebeldio - Sanctuary
    Rebeldio - Sanctuary Posts: 1 Arc User
    edited April 2010
    It passed 48hours still my payments !b:angry
    :/ Now if you guys could go ahead and refund my payments....
    I need the ZEN almost !!
  • dking123
    dking123 Posts: 0 Arc User
    edited April 2010
    =) Thanks you guys !
  • Donlep - Lost City
    Donlep - Lost City Posts: 5 Arc User
    edited April 2010
    could this also be why im currently experiencing problems with my visacard?
    i tried 3 times yesterday to purchase zen, and sofar once today, but it keeps saying transaction failed
    and rigth now my inventory and bankvault is full, so i cant really play till i get some ingame goldb:laugh
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Everyone that made payments via Moneybookers that were effected by this issue should now have the ZEN in your account. If not, please send us a ticket if you have not already done so. If you have sent a ticket, please only update the one sent, please refrain from sending more for the same issue as that only makes the response time take longer.

    We are still working with ClickandBuy for the pending transactions for the same day as the Moneybookers issue. We hope to have that issue resolved by the end of this week. Worst case scenario is middle of next week. Again, this is only an estimate and is subject to change at any time.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Donlep - Lost City wrote: »
    could this also be why im currently experiencing problems with my visacard?
    i tried 3 times yesterday to purchase zen, and sofar once today, but it keeps saying transaction failed
    and rigth now my inventory and bankvault is full, so i cant really play till i get some ingame goldb:laugh

    For your purchase, I only show that the transaction failed. We advise that you contact Moneybookers directly to find out if there is any information that they need from you in order to have your card work with their systems. Once they assist you in resolving that problem, you should be able to charge normally through that payment method.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • dking123
    dking123 Posts: 0 Arc User
    edited April 2010
    shnuggles wrote: »
    Everyone that made payments via Moneybookers that were effected by this issue should now have the ZEN in your account. If not, please send us a ticket if you have not already done so. If you have sent a ticket, please only update the one sent, please refrain from sending more for the same issue as that only makes the response time take longer.

    We are still working with ClickandBuy for the pending transactions for the same day as the Moneybookers issue. We hope to have that issue resolved by the end of this week. Worst case scenario is middle of next week. Again, this is only an estimate and is subject to change at any time.

    That means that i cant use my visa to buy Zen ??
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    dking123 wrote: »
    That means that i cant use my visa to buy Zen ??

    Hello,

    No, this just means that people effected by the error on 3/30/10 with ClickandBuy will not have the ZEN yet but we are working on resolving the issue. If you make a payment right now with either Moneybookers or ClickandBuy, your transactions should process like normal.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • Donlep - Lost City
    Donlep - Lost City Posts: 5 Arc User
    edited April 2010
    shnuggles wrote: »
    For your purchase, I only show that the transaction failed. We advise that you contact Moneybookers directly to find out if there is any information that they need from you in order to have your card work with their systems. Once they assist you in resolving that problem, you should be able to charge normally through that payment method.

    i just used the same card through paypal successfully
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Donlep - Lost City wrote: »
    i just used the same card through paypal successfully

    b:laugh This is normal. The issue you were having was with Moneybookers so if you wanted to continue to use the Moneybookers method for payment, you would have to contact them directly. Now that you have made a payment successfully through PayPal instead, I advise staying with that method.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • dantealasdair1
    dantealasdair1 Posts: 0 Arc User
    edited April 2010
    so... hows the status for click&buy customers?

    any updates?
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    dantealasdair1 wrote: »
    so... hows the status for click&buy customers?

    any updates?

    We will have an update later today for you guys. Just got back from the holiday weekend so we will be catching up here on issues such as this. I am not going to be able to say what the outcome is yet but it does look like we may be refunding these purchases. More information to follow.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • Mmorts - Dreamweaver
    Mmorts - Dreamweaver Posts: 15 Arc User
    edited April 2010
    Ive been waiting now what 5 days? lost track, anyway how long will it normally take to be refunded? This issue really has been an inconvenience for me, need the zhen when i bought it. I know its not your problem just wish it could have been resolved sooner or had more info on how long it would have taken. b:surrender

    Thnx.
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Mmorts - Dreamweaver wrote: »
    Ive been waiting now what 5 days? lost track, anyway how long will it normally take to be refunded? This issue really has been an inconvenience for me, need the zhen when i bought it. I know its not your problem just wish it could have been resolved sooner or had more info on how long it would have taken. b:surrender

    Thnx.

    Honestly, we wanted to know this information ourselves. The unfortunate part about the ClickandBuy error is that we have to go back and forth with them and their main location is in Germany. This and the fact that this past weekend was a holiday just adds to the time needed to communicate back and forth. Refunds are dependent on the funding source and normally will take 2-5 business days to reflect on the funding source itself. I do apologize for this delay but it seems as if the resolution will be in the next day or so for the ClickandBuy issue.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • deebird
    deebird Posts: 1 Arc User
    edited April 2010
    Donlep - Lost City wrote: »
    could this also be why im currently experiencing problems with my visacard?
    i tried 3 times yesterday to purchase zen, and sofar once today, but it keeps saying transaction failed
    and rigth now my inventory and bankvault is full, so i cant really play till i get some ingame goldb:laugh




    Im having this exact same problem. I have a visa card, and only attempted to make a 10 dollar payment and it Failed multiple times.This was easter sunday 4/4/10

    edit: i just tried paypal and it worked perfectley. so uhh idk im good i guess.
  • Dante_A - Heavens Tear
    Dante_A - Heavens Tear Posts: 11 Arc User
    edited April 2010
    yay... refund... so my coupon is wasted, thx

    outdated on march 31th - date of buying...

    20% more zen... thx <.<
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Dante_A - Heavens Tear wrote: »
    yay... refund... so my coupon is wasted, thx

    outdated on march 31th - date of buying...

    20% more zen... thx <.<

    Don't QQ for this issue!!!! I will help you!!! Email the billing department and we can help you with this problem. The coupons are never wasted on transactions that do not complete but I do need the email to know what account needs the assistance.

    http://support.perfectworld.com
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    dantealasdair1 wrote: »
    so... hows the status for click&buy customers?

    any updates?

    OK, you guys are not gonna like me today. Below is the information for the ClickandBuy issue b:shocked


    "There was an error with the ClickandBuy systems that caused many transactions to not complete and be stuck in a pending state. We have been working closely with them in an attempt to resolve this issue and hopefully credit the effected accounts with ZEN. Unfortunately, this was not the case and we were forced to refund these purchases on 4/6/10. The funds for these refunds should arrive back to the funding source within the next 2-5 business days. We do apologize for this inconvenience and please let us know if you need any further help or information."


    Don't hate us guys! We tried to credit you all the ZEN and just unfortunately could not do it. b:cry
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • Mmorts - Dreamweaver
    Mmorts - Dreamweaver Posts: 15 Arc User
    edited April 2010
    Do we get any compensation for this issue? now I've had to wait over a week just to get nowhere, it kinda seems fair don't you think? b:sad
  • kristin2
    kristin2 Posts: 12 Arc User
    edited April 2010
    Mmorts - Dreamweaver wrote: »
    Do we get any compensation for this issue? now I've had to wait over a week just to get nowhere, it kinda seems fair don't you think? b:sad

    +1

    Yup yup....I agree with him =)
  • Shulkie - Dreamweaver
    Shulkie - Dreamweaver Posts: 1,529 Arc User
    edited April 2010
    just think of it like Anniversary/Corals packs - you pay your money your take your chance.. pwi just extended this to loading zen.. jk b:chuckle
    [SIGPIC][/SIGPIC]
    There is no place in a perfect world for double entendre!
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited April 2010
    Mmorts - Dreamweaver wrote: »
    Do we get any compensation for this issue? now I've had to wait over a week just to get nowhere, it kinda seems fair don't you think? b:sad

    We did state from the beginning that there was no guarantee that ZEN could be awarded and offered the option to refund. We unfortunately do not have compensation on this issue because the option was there to receive the funds back while we work on the problem. We do understand that these issues can be frustrating and we also understood about the sale that was happening at the time, this is another reason why we offered to those who wanted their money back to pay using a different system and receive a refund on the pending purchases.

    I know this is not the answer you all want and I am sorry to be the bearer of bad news.

    Don't shoot the messenger! b:surrender
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • Mmorts - Dreamweaver
    Mmorts - Dreamweaver Posts: 15 Arc User
    edited April 2010
    Just thought it would be in your best interest to keep the gold buyers happy, we stuck with the wait with belief it would be fixed soon i know i did. Thats all I'm saying keep us happy without people like me i don't think this Free to Play would keep going for very long b:thanks

    If we get nothing thats your choice :)

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