#Order Cancellation and Return – No Response from Support

1 messages · Page 1 of 1 (latest)

lost galleon
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Hello,

I’m not sure if I’m posting this in the right place, but I wanted to explain my situation.

I accidentally ordered both the Wooting 60HE and the Two HE, while I only intended to order the Two HE (my mistake). Right after placing the order, I submitted multiple tickets through the Wooting Support Wizard to cancel it.

I received an email with a cancellation link, but the button didn’t work, and I haven’t received any reply to my follow-up messages.

I saw that it might be possible to return the 60HE once it arrives, but I’m not sure where I should send it or how to proceed.
Also, is there currently an issue with the support system?

Thank you for your help.

frank escarpBOT
# lost galleon Hello, I’m not sure if I’m posting this in the right place, but I wanted to exp...

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 Support Wizard*
(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...

All of these types of requests need to be made via the Wooting Support Wizard!

dim hearth
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Did you perchance ignore the automated replies explaining why you haven't had a response yet? 😄

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Your orders have already shipped, so there's no cancelling them. But you can wait for a response regarding the return.

lost galleon
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Hello,

I tried to cancel my order immediately after placing it, before it was shipped. I submitted several tickets through the Wooting Support Wizard and even received an email with a cancellation button. I’m wondering if I might have done something wrong when submitting my request.

Now the keyboards have been shipped, and I’m still trying to understand why I never received a response to my cancellation requests. I'll just send the 60HE back. But am I missing something on how the support works ?

dim hearth
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You cancel through the hub, not emails or support tickets. And can only do so until the order is passed onto the warehouse to fulfil.

The reason you haven't had any response so far is...

lost galleon
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Thank you for your reply.
I didn’t receive this before, and yes — I initially submitted the cancellation through the Support Hub, but the “Confirm Cancellation” button didn’t work.

Anyway, thank you for clarifying.
Have a good evening.

dim hearth
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I assure you, we sent them. I'm looking at your email chain.