i cancelled my order and got an e-mail that says ‘order EU395421H successfully cancelled’ but when i go on the website it says this (photos) what am i supposed to do? lmao is it canceled or do i have to wait for it to arrive i’m so lost
#cancelled my order
timber needle
potent scrollBOT
i cancelled my order and got an e-mail that says ‘order EU395421H successfully c...
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coarse grove
as the hub informed you theres just a bit more that happens after you requested a cancellation and confirmed it
nothing will ship at this point
we should prob change the generic cancel not possible message in case you are in the process of cancelling
timber needle
yes that honestly confused me so much i thought i had to wait for it to be shipped first
coarse grove
nonono there is a like 10-30min cache delay i believe before the hub would show that the cancellation was successful but in your case all you need to do since you have the mail of success is just wait
timber needle
also i cancelled it because i was having issues with the address it told me to confirm my address but it didn’t give me any option to and i also didn’t receive any email i also checked the spam folder but nothing my order was on hold so i decided to cancel it
it has been 1h or more now since i cancelled it but if you tell me i just have to wait then i’ll do that thank you so much for your response
coarse grove
regarding the "you have to confirm your address" was the order on hold or just back order
timber needle
this is the message i was getting
coarse grove
im unsure why youd get the email outside of the address was rejected at some point during either checking the order details or submitting it to the warehouse
timber needle
i have no clue honestly when i added my address it was recognized so it autofilled and i believed it was fine then i checked the status of my order and i saw that message i checked here and many people had the same issue so i just decided to cancel it
coarse grove
hm could be due to the yearly warehouse counting happening
im not fully in the loop rn as im on vacation but i do remember seeing a post in #📣│announcements or #📦│batch_updates about it
timber needle
i’ll try to purchase the 80he once i get my refund hopefully this doesn’t happen again 😭 it was my first time purchasing too so i was a bit worried
coarse grove
all good. for next time we encourage you to check in discord but also feel free to contact support if needed
timber needle
also i’m sorry but i just want to make sure 😭 i will get my refund right? the shipment is stopped?
coarse grove
yes
on hold and pending are both states where the order doesnt move anywhere on its own
timber needle
yes yes but on the website it still says that i will get a notification once the order is cancelled and i already got one
shouldnt it say step 3 refund process? since i got the email i think that’s where the update should be at but i might be wrong
also sorry for bothering you i’m just new to this 😭
coarse grove
it should yes but i also wouldnt exclude that we have a small bug in how that system displays on the frontend
automatic cancellations from the hub are somewhat new as a function
coarse grove
yes
timber needle
thank you so much i’ll send a message here again if there is any update 🙂 you helped me a lot!!
coarse grove
also just to be extra sure ill also inform a colleague internally
timber needle
thank you so much and please let me know what they say because i don’t know why i’m still able to ‘remove it from hold’ if i literally cancelled it more than one hour ago and got an email that confirms it this makes me think i will not get my refund until it’s shipped to me
coarse grove
yeah i informed a person in the software team to take a look and a person that deals with orders to double check
timber needle
thank you again i will wait for an update and sorry for bothering you this much
coarse grove
update is in already. order will definitely not ship and refund should be processed as expected
timber needle
yes it just updated on the website too thank you so much for your help!!
coarse grove
no problem. have a great day and then in a week or two or so when the whole count in the warehouses is done, you got the refund and all that you can just place an order again when you feel like it
timber needle
i will definitely do that as soon as i get my refund and upgrade to 80 lool if i have any issue with the order again i will just message you guys here since the help is instant and really good too ❤️❤️ have a wonderful day
coarse grove
👍
timber needle
hi so basically the status on the page changed again they replied to my previous ticket (before i cancelled the order) with this
now on the website it went from ‘refund in process’ to ‘cancellation requested’ again i replied to the email they sent me
and told them i want to cancel the order and get a refund once again is this normal or should i worry? because before the refund was already in process and now they stopped it
