Why was my refund request denied？

[bleak gale]

Thanks for posting your support request!

Please note, the support center is only for community-based support with technical troubleshooting and general questions.

For official Wooting Customer Support, please use the Contact Us button on the Wooting Hub or email your request to [e-mail]
note: use the email address associated with your order for fastest resolution

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, change/confirm your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it On Hold via the Wooting Hub!
https://hub.wooting.io

[tawdry solar]

you cant cancel while its preparing to ship to you

[safe mirage]

From the image, your order is at the stage "your order is being prepared to ship to you." Most likely, your order has been handed over to the fulfillment center to be picked, packaged, and shipped. The Customer service team can no longer halt this process, as it may have already been packaged and is waiting at a loading dock or trailer.

When the delivery is being made to you, you can refuse delivery, and that will result in it being shipped back to the fulfillment center. Once received, you can request a refund. Make sure to email Wooting when you refuse shipping (This way saves on return shipping).

Alternatively, if you have received it, you can contact Wooting to begin the return process but will need to pay for return shipping.

Keep in mind that as Wooting contracts out the fulfillment process, they have limited control over the fulfillment process.

[tawdry solar]

yes but your order is in the fulfillment center

[safe mirage]

I am not sure about the process, but your order could be waiting in the loading dock/trailer and hasn't updated the status that it has been shipped yet.

but in case the delivery cannot be made (they may attempt more than once), it will be returned.

Alternatively, when it is about to be delivered at your doorstep, you can refuse the package, and it will be returned to the sender.

I'm not sure if you can refuse it before that step, but you could attempt to contact the courier, stating that you wish to refuse delivery. (think this is unlikely though)

[frail harbor]

Because at the time when you requested a cancellation, the order had already been processed by the warehouse.

We couldn't reach out to them to hold the order.

As Untamed mentions, you may be able to refuse delivery of the package as soon as tracking from the courier activates.

[safe mirage]

Oh, did not know you can refuse at that stage.

[frail harbor]

If that was possible, we would have done that for you.

The courier has it, and once it's scanned into their systems, you might be able to refuse it straight from the tracking page, or by contacting them.

Please email us for assistance. We can't answer order specific questions here.