The April payment probem

[f3n3k]

héhé Eagle dynamics wake up !!!

I contact paypal by phone and no news, my money is always in you hands....

For me it's take 1,5 days to do this job, and for you ??? no news at this time...

No reply in support ticket, just a reply (you must re pay !!)

 

please moderator, Brings us someone who can explain the situation,you do not explain anything since 6 pages, there are enough,.

 

Yours are all the evidence from eveybody, what should we do ???!!!

 

I want a reply for this problem and for my support ticket and no a litttle reply with just "REPAY !!!)

 

I save all this pages, all the reply etc.. for transfer to my paypal helper and bank.

 

Do your jobs eagle...

[manne]

héhé Eagle dynamics wake up !!!

I contact paypal by phone and no news, my money is always in you hands....

For me it's take 1,5 days to do this job, and for you ??? no news at this time...

No reply in support ticket, just a reply (you must re pay !!)

Seriously, take a deep breath. They have stated they are looking into this issue based on yours and other reports from customers. If you have any experience with being on the customer support end of a company when something goes FUBAR (especially with digital systems), it might take some time to re-analyse the situation with all parties involved. Especially when you are dependent on 3rd parties like sage pay, it can take quite some time to get to the bottom of it. You don't want them to make any hasty conclusions without being absolutely sure what they are saying/mailing is correct. They seem to be looking into the issue of possible payments that actually did went through, according to the issues raised in here.

[EtherealN]

f3n3k, as I have said: we are in contact with the payment processors. Obviously we couldn't do this during the night yesterday because they would not be at their office.

 

Regarding responses to tickets: there are literally hundreds of these and more coming in practically every minute. If you want us to handle them all speedily, we'll have no-one left to handle the really important thing here: figuring out exactly what happened.

 

I have explained everything that we do know already:

1) ED has not received any money for these transactions.

2) People using card were not charged for these transactions (but got a serial number for free)

3) It appears there is an exception in the case of those that use Paypal. This is being looked into.

 

Considering point 1 above, I suspect you'll find it hard to repay money we never received. Thus the necessity of going through channels with the payment processing services so that they can investigate it thoroughly. This happens during their business hours, and takes as much time as it takes them to perform their checks. We cannot send people over to their offices and demand to be let loose inside their computer systems.

 

Also, I would much appreciate it if you could calm down. Getting worked up helps no-one, and even though you do have every reason to be frustrated, the rules of this forum still do apply.

Edited April 30, 2013 by EtherealN

[Damien]

Is there any chance at all that someone on the receiving end of the payment account had access to illegally remove money from your account? I don't mean to accuse anybody of stealing but it seems odd that many of us are showing status: paid/Completed and you guys don't seem to have money in hand?

 

-Damien

[f3n3k]

OK, but stop taking people for idiots.

My money's gone, I do not ask you to go anywhere, I just ask you to find the missing money and give it to me or Let me play my game quietly

 

it is very simple yet

 

1) ED has not received any money for these transactions.

 

 

Considering point 1 above, I suspect you'll find it hard to repay money we never received.

 

 

I hope you kidding?

 

You can at least say that you cancel the operation of revoquation for the moment. but not anything ...

Edited April 30, 2013 by f3n3k

[Damien]

OK, but stop taking people for idiots.

My money's gone, I do not ask you to go anywhere, I just ask you to find the missing money and give it to me or Let me play my game quietly

 

it is very simple yet

 

 

 

 

I hope you kidding?

f3n3k,

 

They've already said they're doing everything they can to figure out what's going on here. I understand you're concerned with where your money has gone and the status of your activation, but look at it this way, The longer they spend arguing with you, the less time they get to spend on investigating what happened. Sure, it's going to take some time as this affected many customers, but I'm sure that ED will do right by it's customers. Please Relax.

 

-Damien

[EtherealN]

f3n3k, as I said in point 3, the Paypal things is being looked into.

 

I received some preliminary results just now, and the paypal payments does seem to have gone through. Users that used Paypal can probably ignore this thing altogether, there are still some checks to perform there though. I'll give you definitive news as soon as I can.

 

Obviously, if any paypal customers have performed a second purchase and the first one went through, this will be refunded.

[EtherealN]

Is there any chance at all that someone on the receiving end of the payment account had access to illegally remove money from your account? I don't mean to accuse anybody of stealing but it seems odd that many of us are showing status: paid/Completed and you guys don't seem to have money in hand?

 

-Damien

 

Nothing is 100% impossible, but considering that it would require spoofing not only ED systems and payment processor systems, but banking systems too... Not likely.

 

The paypal seems to be working correctly, I'll get back on that once this is known to be definitively true. The issue with card payments not being processed is however unchanged, but those cases should be ones where no money was deducted at all in the first place.

[Damien]

Nothing is 100% impossible, but considering that it would require spoofing not only ED systems and payment processor systems, but banking systems too... Not likely.

 

The paypal seems to be working correctly, I'll get back on that once this is known to be definitively true. The issue with card payments not being processed is however unchanged, but those cases should be ones where no money was deducted at all in the first place.

Thank you.

 

-Damien

[f3n3k]

The paypal seems to be working correctly, I'll get back on that once this is known to be definitively true. The issue with card payments not being processed is however unchanged, but those cases should be ones where no money was deducted at all in the first place.

 

 

7H326282N36427256 this is my paypal number transaction, not a secret, found it on your system if you can or transfer it to your admin for help him

 

Cya

Edited April 30, 2013 by f3n3k

[f3n3k]

One question,

 

revocation for May 5

it is because you just spent FC3 in final version?

for those who want to wait for the refund of the product before repaying,

they will give 50 dollars?

[EtherealN]

f3n3k:

 

http://forums.eagle.ru/showpost.php?p=1737184&postcount=74

As I mentioned yesterday, this will most likely be extended. Last I heard was 31 days (meaning roughly 24th of May).

 

http://forums.eagle.ru/showpost.php?p=1737377&postcount=82

I received some preliminary results just now, and the paypal payments does seem to have gone through. Users that used Paypal can probably ignore this thing altogether, there are still some checks to perform there though. I'll give you definitive news as soon as I can.

 

The last one there is particularly important. Most likely, if you had money deducted, you can ignore this completely. We are waiting for final checks on this, but in your case it would mean that everything is fine, you have nothing to worry about and no further action is required.

The time period has nothing to do with the release of 1.2.4; it was released as soon as it was complete, after having been delayed by some bugs that needed to be fixed first.

[Alicatt]

Thanks EtherealN for keeping us informed.

[f3n3k]

OKi thanks for you reply EtherealN

[Damien]

f3n3k:

 

http://forums.eagle.ru/showpost.php?p=1737184&postcount=74

 

 

http://forums.eagle.ru/showpost.php?p=1737377&postcount=82

 

 

The last one there is particularly important. Most likely, if you had money deducted, you can ignore this completely. We are waiting for final checks on this, but in your case it would mean that everything is fine, you have nothing to worry about and no further action is required.

The time period has nothing to do with the release of 1.2.4; it was released as soon as it was complete, after having been delayed by some bugs that needed to be fixed first.

 

EtherealN,

 

As I have not already submitted any claims yet, Will I need to submit a paypal claim for the second purchase, or will it be refunded automatically? Thanks.

 

-Damien

[EtherealN]

EtherealN,

 

As I have not already submitted any claims yet, Will I need to submit a paypal claim for the second purchase, or will it be refunded automatically? Thanks.

 

-Damien

 

Please open a support ticket including the transaction number. We can issue a refund. Unfortunately there is a LOT of tickets on this issue right now (hundreds), so please send me a PM with your ticket number after you have entered it.

 

I think it might be a day or two though, we must first get final confirmation that everything was okey with the Paypal transactions. I'll make sure this gets out to you all as soon as we have this final confirmation. We are very sorry for the inconvenience.

[Damien]

Please open a support ticket including the transaction number. We can issue a refund. Unfortunately there is a LOT of tickets on this issue right now (hundreds), so please send me a PM with your ticket number after you have entered it.

 

I think it might be a day or two though, we must first get final confirmation that everything was okey with the Paypal transactions. I'll make sure this gets out to you all as soon as we have this final confirmation. We are very sorry for the inconvenience.

Thank you.. Will do so today.

 

//EDIT// Done.

 

-Damien

Edited April 30, 2013 by Damien

[Ratfink]

Thanks EtherealN for the updates. I think I will continue to sit tight. I paid with Paypal, and all indications to me now are that with the 'repay action' deadline extended to possibly 24th May, it may sort itself out before then. I will check back here regularly to stay posted.

[3instein]

@EthereaIN,

Hi buddy,just a wee thanks for what you are doing RE-April issues,I realize it must be a nightmare and a thankless task,but just having someone here to answer our questions is a relief and puts a lot of minds at ease. :thumbup:

 

I myself got the said e-mail RE-a BS purchase after I paid with a friends debit card.

I have checked my purchases on the ED payment site and it lists it as a paid purchase.

Can I assume that with this ED got my money,or is further action needed?

 

Once again thanks for your hard work regarding these issues,

Mick. :)

[EtherealN]

@EthereaIN,

Hi buddy,just a wee thanks for what you are doing RE-April issues,I realize it must be a nightmare and a thankless task,but just having someone here to answer our questions is a relief and puts a lot of minds at ease. :thumbup:

 

I myself got the said e-mail RE-a BS purchase after I paid with a friends debit card.

I have checked my purchases on the ED payment site and it lists it as a paid purchase.

Can I assume that with this ED got my money,or is further action needed?

 

Once again thanks for your hard work regarding these issues,

Mick. :)

 

Hard to say it's a thankless task when you are thanking me for performing it! :) Thanks. :)

 

Anyway, on your problem: not necessarily. The problem was that our system was told the transaction went through even though it didn't, so it would get marked as "paid" even if it wasn't, unfortunately.

 

I would suggeest that you ask your friend to check with his bank (depending on how long time has passed, it might be sufficient to look in the internet bank, if he has such a service) to see if there was a transaction at that time. If it was very recent, there might still be a "shadow" or "reservation" on the funds, but most likely the money would now have returned to his account and you would not bee able to see the transaction at all in the list of past transactions for that card.

 

If there is no entry on the card for this transaction, you would have to perform the transaction again through the supplied link in the e-mail. Very sorry for the inconvenience.

[3instein]

Cheers for the prompt reply EthereaIN,I will get him to check with his bank and take it from there.

I just purchased the Huey with no problems, so I hope ED has got the hiccup fixed and the money went through,

Regards,

Mick. :)

[EtherealN]

Yes, the problem no longer exists, so this only regards the older transactions.

[f3n3k]

No news about the problem of paypal ?

 

Cya

[EtherealN]

We have been able to confirm that the paypal purchases did come through properly.

 

We have tracked some Paypal repurchases. Those will be refunded now. We are very sorry for the inconvenience. It might be a few days before the refund appears on your Paypal accounts.

[Alicatt]

Thank you EtherealN for your hard work in this.