[solved] Missing order

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EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

[solved] Missing order

#1 Post by EBarbey »

Hello, I placed an order yesterday, I paid with Paypal (Paypal transaction 80471730J2425224H) and I have been debited (160€).

Paypal sent me the payment confirmation email and on the Paypal website, the order is confirmed

but on Sim Innovation the order is lost.
1 – I didn’t received any order confirmation from Sim Innovation.
2 – It doen’t appear in the Sim Innovation website in transactions

I think they never received the acknowledge from Paypal

I have written an email to info@siminnovations.com but without answers.
Does the Sim Innovations staff can check it?
Last edited by EBarbey on Thu Oct 06, 2022 7:44 am, edited 1 time in total.

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Ralph
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Re: Missing order

#2 Post by Ralph »

We're in Europe, not in the US, so it can take a little while before we reply.
The order confirmation always sends, but it can be that it either ends up in your spam folder, or is blocked by your email provider. But please check your spam first.

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Ralph
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Re: Missing order

#3 Post by Ralph »

I've also sent you an email with a request for some more information on your orders.

EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

Re: Missing order

#4 Post by EBarbey »

Hello, I've just checked my gmail spam box and I don't find any emails. Could you write your request in a private message?

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Ralph
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Re: Missing order

#5 Post by Ralph »

You've replied to my email so it seems you've received it?

EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

Re: Missing order

#6 Post by EBarbey »

I have received only one email from SimInnovation when I have created my account yesterday.

Then, I placed the order. As I have received no order confirmation, I sent you a mail (it was yesterday).

Since yesterday, I have received a second message from SimInnovation when I have created the forum account

So if you mean that I should receive your email because I have received the first mail during account creation, then yes it should work. I have no explanation. I have checked

But I have a doubt that is just an email issue because how to explain that the SimInnovation doesn’t show my order.

So could you confirm that you see my transaction in your paypal history? If not I have to contact Paypal to investiguate.

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Ralph
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Re: Missing order

#7 Post by Ralph »

I'm not sure where you're looking? I've checked your account and then I see both orders. I removed your name for privacy reasons.
Screenshot_20220920-194813~4.png
Are you singing in with your icloud email address?

EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

Re: Missing order

#8 Post by EBarbey »

It's not my order.

Check the paypal transaction, the payment has been made yesterday (September 19th 2022). Your screenshot indicates 2 orders made the 12th and another made in 2021.

I didn't use any icloud email address. I use my gmail email avias*********@gmail.com only.

EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

Re: Missing order

#9 Post by EBarbey »

According our exchanges, I have open a claim to Paypal because someone has received my payment. I keep you in touch

EBarbey
Posts: 6
Joined: Tue Sep 20, 2022 7:26 am

Re: Missing order

#10 Post by EBarbey »

solve thanks to Ralph help. Thank you

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