refund problems | Wooting | Page 1

sand barnBOT Aug 11, 2024, 1:37 PM

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Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Hub or via email to social@wooting.io
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update 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!

Do you need to...

Cancel / refund an order?
Get assistance with placing an order?
Change the items in your order?
Change your shipping address to a different country?
Return a recent purchase?
Get warranty support?

All of these types of requests need to be made via the Wooting Hub or by emailing social@wooting.io directly!

amber raven Aug 11, 2024, 1:43 PM

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unfortunately its too late to request a cancellation now. however you can return the keyboard within 30 days of having recieved it (just need to reach out within the 30 days) or attempt to refuse delivery

(https://wooting.io/policies/warranty-return-policy)

Wooting Warranty/Return/Cancellation Policy

An overview of our policy for the Warranty/Return/Cancellation Policy

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yes however if i read right, you did not place the order on hold. placing an order on hold blocks it from being queued into fullfilment at the warehouse.
but no worries you can still return the keyboard if you wish to do so

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that is correct. you may be able to refuse delivery but best to contact the carrier to see if its possible

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wooting will refund the shipping cost to you, but not return shipping (you to them)

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is the toolkit and lube order listed as its own order, with its own order number?

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unfortunately not possible. wooting uses a third party warehouse so they do the packing and such

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the cancellation request wont go through. you can return it once you've physically recieved the order

amber raven Aug 11, 2024, 7:48 PM

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think its best to just focus on recieving the order. you can return it if you wish after having recieved it

primal prawn Aug 11, 2024, 8:04 PM

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Can you provide me with your order number (EU-xxxxx / US-xxxxxx), and I'll see if I can place it on hold?

But keep in mind, it might be too late, and if I can place it on hold, follow-up for a refund will require senior staff to proceed, as I haven't been trained on this.

to answer the refusing delivery

Sometimes you can contact the courier and request refusal of delivery of the parcel, or when the order is about to be delivered, you can refuse as well. This will send the order back to the warehouse, and you won't have to perform the process of requesting a return label.

primal prawn Aug 11, 2024, 9:09 PM

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I placed the order on hold and just wanted to make sure the change took effect before responding.

but should be good for now just need to wait for staff that has been trained on the next step to respond

#refund problems