Bank Transfer gone missing?

Discussion in 'Customer Service' started by Mechanical, Feb 12, 2013.

  1. Mechanical
    Mechanical New Member
    Hi everyone,

    Has anyone else ever encountered the issue where you have paid for an order yet it does not seem to have been processed/missed?

    I received the following email several days ago -

    "Thank you for bringing ideas to life at Shapeways!
    There are only 4 days left to transfer your payment for your order XXXXXX. After this date your order will be automatically canceled in our system"

    However i have proof in my online bank statement that the transfer was made almost 2 weeks ago?

    I've been on to service@shapeways.
    In my shapeways order page it says that the bank transfer is pending, however in my bank statement it has been cleared and has been deducted from my bank account.

    I have the Shapeways order page in this message and the deduction frommy bank account in the message below.
    Any ideas/suggestions folks?



    Attached Files:

    Last edited: Feb 12, 2013
  2. Mechanical
    Mechanical New Member
    Here's my bank statement showing the exact same amount has been taken out .

    Attached Files:

    Last edited: Feb 12, 2013
  3. stonysmith
    stonysmith Well-Known Member Moderator
  4. MitchellJetten
    MitchellJetten Shapeways Employee CS Team
    Hi Paul,

    I can see that you have had contact with Gary and resolved this issue.

    For other people reading this forum topic:
    Unfortunately there was no invoice number attached to the bank transfer, thus our finance department didn't know which order to accept.

    This has been resolved! :)
  5. Mechanical
    Mechanical New Member
    Hi Stonysmith,

    Its all been sorted, it was my fault, i ordered several items and didn't include an invoice # in the bank transfer description of that order - schoolboy error.

    I just thought i'd put it up on the forum as its bound to happen to someone again.

    Thanks for your reply,
  6. Mechanical
    Mechanical New Member
    That's right Mitchell,

    Gary was very helpful with this issue, his help was most appreciated.