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No Confirmation email and no order in 'my orders' [message #32121] Fri, 05 August 2011 16:26 UTC Go to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
Messages: 9
Registered: April 2011
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Junior Member
Hi

I placed an order yesterday (my first) and received a confirmation of payment to shapeways from Paypal.....but I didn't get any confirmation from shapeways and 'my orders' is blank.

I've sent an email to shapeways and a couple of messages to customer services through the contact form with no apparent effect.

So can someone please tell me if there is a problem with my order.....please?

Thanks

[Updated on: Fri, 05 August 2011 16:31 UTC]

Re: No Confirmation email and no order in 'my orders' [message #32153 is a reply to message #32121 ] Fri, 05 August 2011 20:29 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
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Well, maybe I'll get some sort of answer tomorrow, although looking through the forum it appears that customer service doesn't work weekends.....not that I'd probably be able to tell the difference so far. Rolling Eyes
Re: No Confirmation email and no order in 'my orders' [message #32185 is a reply to message #32121 ] Sat, 06 August 2011 08:34 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
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Well 24 hours later and no reply from contact forms, emails or a forum topic.
Re: No Confirmation email and no order in 'my orders' [message #32186 is a reply to message #32121 ] Sat, 06 August 2011 09:25 UTC Go to previous messageGo to next message
avatar virtox  is currently offline virtox
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Hi,

Indeed CS is mostly "offline" during weekends.
Did you sent the email to "service@shapeways.com"?
(with as much details as possible, amount/time etc)

It does sound like something very weird went wrong,
does your paypal transaction show any order or invoice nr?
It might help track down the problem.

And did you order from a shop or your own model?

Cheers,

Stijn




- Artist / Engineer / Designer / Shopowner / Volunteer / Moderator -
Re: No Confirmation email and no order in 'my orders' [message #32188 is a reply to message #32121 ] Sat, 06 August 2011 09:58 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
Messages: 9
Registered: April 2011
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Junior Member
I've emailed service@shapeways.com a few times, with all the details I have (paypal invoice), as well as using the contact form to try to get any response.

The order process seemed to go okay, Paypal definitely made the payment, shapeways thanked me for my order and then......nothing no confirmation email and no order visible in 'my orders'.

I ordered from a shop, which would have been the first of several planned orders. Now I'm definitely having to reconsider my plans......so far my first experience of ordering from shapeways has not been particularly impressive.

[Updated on: Sat, 06 August 2011 09:59 UTC]

Re: No Confirmation email and no order in 'my orders' [message #32189 is a reply to message #32188 ] Sat, 06 August 2011 10:22 UTC Go to previous messageGo to next message
avatar virtox  is currently offline virtox
Messages: 1142
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I understand your frustration and this is not how it normally goes.
Usually things are a lot more efficient.

One detailed email to CS should normally get you a detailed response within about 24 hours.
But I think production peaks, vacation and events might have created a slight backlog in communications.
Rest assured, Shapeways does not take unsatisfied customers lightly!

And I know it's a lame suggestion, so sorry to suggest it, but could you please check your spam/junk mailboxes?

It has been known to happen (a lot) that CS does reply but ends up there..

Cheers,

Stijn





- Artist / Engineer / Designer / Shopowner / Volunteer / Moderator -
Re: No Confirmation email and no order in 'my orders' [message #32193 is a reply to message #32189 ] Sat, 06 August 2011 11:45 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
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No, i've been checking in the spam box as well......hopefully i'll get a reply on monday, if not i'll just have to contact Paypal about recovering the funds, which will be a shame for shapeways and myself.
Re: No Confirmation email and no order in 'my orders' [message #32195 is a reply to message #32193 ] Sat, 06 August 2011 13:08 UTC Go to previous messageGo to next message
avatar MitchellJetten is currently online MitchellJetten
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I work here
Hi Earlofthenorth,

I'm really sorry we didn't answer your question on friday.
As Stijn already says, we are running late because of some Customer Service Agents being on holiday and because of some events.

These things gave us a small backlog in our email responds.
Normally we send you as soon as possible an email back, but with the previous said things and the weekend, we aren't able to help you out as quickly as normal.

I''m not in the office at the moment, and do not have the equipment here to check what has been going on with your order.
But I assure you, we will reply to you on monday!

Sorry for the inconvenience.

Mitchell Jetten
Customer Service Agent


Kind regards,

Mitchell Jetten
Customer Service Coordinator
Shapeways
Re: No Confirmation email and no order in 'my orders' [message #32196 is a reply to message #32121 ] Sat, 06 August 2011 13:54 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
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Registered: April 2011
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Thanks, I look forward to hearing from you (or anybody else Very Happy ) on monday.

Re: No Confirmation email and no order in 'my orders' [message #32255 is a reply to message #32196 ] Mon, 08 August 2011 14:47 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
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Registered: April 2011
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Yeah! Order confirmation and details in my order.....big thanks to Customer Services for sorting this out. Very Happy

I'll place my second order in a few days.

[Updated on: Mon, 08 August 2011 14:53 UTC]

Re: No Confirmation email and no order in 'my orders' [message #32353 is a reply to message #32121 ] Tue, 09 August 2011 16:22 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
Messages: 9
Registered: April 2011
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Junior Member
Second order went though without any problems.
Re: No Confirmation email and no order in 'my orders' [message #32949 is a reply to message #32121 ] Fri, 19 August 2011 14:11 UTC Go to previous messageGo to next message
avatar Earlofthenorth  is currently offline Earlofthenorth
Messages: 9
Registered: April 2011
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Junior Member
Order one and two arrived today. Very Happy

A couple of the models from order one had problems (one broken and one slighty warped), but I knew when ordering that they were slightly risky in this scale (1:7000) and the vast majority came out perfect.......I've simply used those two as spare parts for conversions so no problem there.

I like to thank Customer Services again for sorting out my problems with my first order and also thanks to Shapeway for the care they take in packaging their orders (which puts many other companies to shame).

Also UPS performed perfectly, a great improvement from dealing daily with Royal Mail's inability to deliver my families parcels.

All in all I'm very happy and I'm only sad I have to wait until next month to order again.

[Updated on: Fri, 19 August 2011 14:12 UTC]

Re: No Confirmation email and no order in 'my orders' [message #43732 is a reply to message #32949 ] Thu, 09 February 2012 11:43 UTC Go to previous messageGo to next message
avatar suntoo  is currently offline suntoo
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The same thing is happening to me, I ordered a king ring and a gladios ring and only got confirmed on the king ring, aRe you producing the gladios ring or did I just not get a conformation on it?
Re: No Confirmation email and no order in 'my orders' [message #44180 is a reply to message #32121 ] Sun, 19 February 2012 14:06 UTC Go to previous messageGo to next message
avatar suntoo  is currently offline suntoo
Messages: 2
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Hi i placed a order about a Month ago and I still haven't gotten a confermation email about a gladios ring any help would be great
Re: No Confirmation email and no order in 'my orders' [message #48097 is a reply to message #44180 ] Wed, 09 May 2012 03:35 UTC Go to previous messageGo to next message
avatar Xanyr  is currently offline Xanyr
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I'm trying to buy http://www.shapeways.com/model/47137/green-lantern-ring.html
but when I hit "Order" or "Order Now" I'm not taken to a payment page and nothing really happens. Is this a bug or am I doing something wrong?
Re: No Confirmation email and no order in 'my orders' [message #48384 is a reply to message #44180 ] Mon, 14 May 2012 15:51 UTC Go to previous message
avatar Youknowwho4eva  is currently offline Youknowwho4eva
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suntoo wrote on Sun, 19 February 2012 14:06

Hi i placed a order about a Month ago and I still haven't gotten a confermation email about a gladios ring any help would be great


Have you contacted service@shapeways.com about this?


I learned a long time ago the wisest thing I can do is be on my own side, be an advocate for myself and others like me. -Maya Angelou
michael@shapeways.com Community Advocate

 
   
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