yeah Matrix has my money, but I got no download. (Full Version)

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ductape -> yeah Matrix has my money, but I got no download. (3/29/2010 6:44:18 AM)

Hey,

I paid for Distant Worlds. The payment gateway cannot find my order from my email i used. I then used the same email to sign up for this forum account, so i know it works.

at $43 i expect some decent download service, all I got was a little screen saying it was reviewing my order and not to resubmit and wait for an email. It has been a couple hours now. I checked my bank and sure enough, you guys took the money out. Still no email for the download.

This is pretty upsetting.



RonLugge -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 7:41:18 AM)

Did they take the money out, or is the transaction merely pending?  I don't remember all the terms correctly, but several online companies get in trouble because of the following process:

1.  You enter your card info into the website 2.  They send a request to your bank asking 'does this card info have the right to withdraw X dollars?' 3.  The bank puts a hold on the funds, and says yes. 4.  The store actually tries to charge the money. 5.  The money is transfered.

If a hold occurs between 3 and 4 -- for example, the card is valid but there is an error with a part of the address -- the order might not go through until manual verification occurs on the vendor's side.  Because they need to go in and manually check the order (frequently it's something as simple as leaving a period out, or adding one) it takes time to process, and it can't be automated (error checking like that is, 99.9999% of the time, something only humans can do with verifiable, reliable accuracy).

Call your bank if you aren't sure, but I bet the money is simply being held pending the final transaction.  (Depending on the process, this could even result in the appearance of it being withdrawn twice, because the actual charge ends up being done in a seperate transaction from the original authorization, leaving that original authorization's hold untouched.)  If the money is being held, most banks will release it in 24-48 hours automatically; if it doesn't happen that quickly with yours (I once encountered a person whose bank held them for a month) contact your bank for additional information.



Or, there is some other bug and I'm talking out my rear.   Take all advise with a grain of salt when they don't come from the company itself.



Aurelian -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 3:43:37 PM)

A couple of hours.  Heh...   5 days, 16 tries. Twice told over 6 calls that it will take 24-48 hours to fix.



2ndACR -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 3:48:22 PM)

Just sit back, they are verifying thru your bank.......even though I have about 15 Matrix titles, I go thru the same thing, within 24-48 hours, you will go to find my order and it will show as complete. Then just d/l the game.

I bought on Friday night, so expect to grab the game either tonight or tomorrow due to the weekend, hassle but worth it. And it always works out. If you have not heard anything by Tues night or Wed am, shoot Erik a pm about it, he is the god around here.

p.s. If you get an email from DR, you can d/l the moment you get it.



2ndACR -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 4:10:40 PM)

And I just d/led the game.......just takes some time is all........of course it says the physical copy was backordered.



Joram -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 4:22:18 PM)

I wasn't aware you even get an email with a download link.  All I though you get is an email with your order number and serial number.  You can use the order number from that email at www.findmyorder.com to retrieve the download.  If you don't have that email, then definitely PM Erik to help figure it out.  As a last resort, you can also just contest the charges though it shouldn't have to come to that if you work with them.



Aurelian -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 9:12:54 PM)

Just had a long, fruitless, irritating converstaion with them.   48 hours ago, they gave me a reference #.   Now, they tell me, they screwed it up. So I have to wait another 24-72 hours.   I guess I'll have to resort to other options.



2ndACR -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 9:23:16 PM)

 Sorry Aurelian.....99% of the time, Matrix and DR have it all together and it is a painless process. At least they said they screwed up somehow......so not completely fruitless, at least you know something.

Out of the 15 or so games I have bought, it has been easy as pie except for the "wait for bank confirmation issue" but have never failed to get my game yet.



Aurelian -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 10:06:58 PM)

Maybe. But it isn't the fault of Matrix.



Erik Rutins -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 10:11:51 PM)

quote:

ORIGINAL: ductape I paid for Distant Worlds. The payment gateway cannot find my order from my email i used. I then used the same email to sign up for this forum account, so i know it works.

at $43 i expect some decent download service, all I got was a little screen saying it was reviewing my order and not to resubmit and wait for an email. It has been a couple hours now. I checked my bank and sure enough, you guys took the money out. Still no email for the download.

This is pretty upsetting.


Hi Ductape,

I understand how you feel, but we don't take money without delivering the game. If this was a bank transfer, then we are all at the mercy of the banking system. Typically the money leaves your bank, then it can take up to three days (though usually less than 24 hours) to actually show up at DR. The money is taken out at the start of the transfer, so the fact that it leaves your account does not mean DR has received it.

In any case, please e-mail me at erikr@matrixgames.com with your Order ID and I will personally follow up with the store and find out exactly what is going on.

Regards,

- Erik



Erik Rutins -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 10:12:56 PM)

quote:

ORIGINAL: Aurelian A couple of hours.  Heh... 5 days, 16 tries. Twice told over 6 calls that it will take 24-48 hours to fix.


I am pretty upset with them over it taking so long to work out your issue and believe me I have let them know how I feel. I'm expecting them to finally get this sorted out today, if not I'm kicking it further up the ladder there.



Erik Rutins -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 10:14:24 PM)

It's worth noting that many, many, many transactions are going through without a hitch but we definitely want to hear from and fix any problems that are happening. It's frustrating for us because DR is another company and while we have a long relationship with them, they are not us and we can't get things done there as quickly as we can internally if they screw something up. I will say though that we always get it sorted out in the end - usually it takes less than a day.



Aurelian -> RE: yeah Matrix has my money, but I got no download. (3/29/2010 10:28:36 PM)

quote:

ORIGINAL: Erik Rutins

quote:

ORIGINAL: Aurelian A couple of hours.  Heh... 5 days, 16 tries. Twice told over 6 calls that it will take 24-48 hours to fix.


I am pretty upset with them over it taking so long to work out your issue and believe me I have let them know how I feel. I'm expecting them to finally get this sorted out today, if not I'm kicking it further up the ladder there.


I know you're doing everything you can. That's why I'm sticking with it despite the frustration.

If you had them, I'd drive up and buy one.



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