payment taken no order confirmation

[Sofie04]

Hello, i was preorder the new iphone 18 pro this evening. i paid and it declined so i retried, authorised the payment on my banking app and then page refreshed and took me back to the basket. checked my bank and my £100 upfront payment was taken. however ive had no order confirmation and nothing showing on app/website?

[Sofie04]

Hello, i don’t have an XK order reference number. when i paid, the website just refreshed and took me back to the basket. i waited like 5 minutes and checked my bank and the money has gone into pending. ive still had no order confirmation or anything. i paid last night around 9pm. when i called this morning they said there was nothing on the system and best to wait until friday. is it worth calling again to confirm? you are right cause i do not want to wait until release but thought it was my only option after the call

[Sofie04]

Hi thank you. i do agree it’s a bit concerning they couldn’t confirm an order. they said nothing was on their system yet money has been taken from bank. i would just like to know if the order is confirmed or not since the money has come out. either they refund it or confirm the order but apparently all they can do is tell me to wait until release. thinking about it they should have something on their system for my order or how else are they going to confirm on release day..

[Michael_D]

I would recommend giving them another call @Sofie04.

If the order had been successful you'd usually see a confirmation screen with an XKO number, which is the order. If the page refreshed while you were attempting the payment, it is possible it didn't go through and the payment is left pending with the bank as you were attempting that payment.

The team would be able to see the order on your account if it did go through, and if it hasn't, they can help you to get it placed.

Michael

[Sofie04]

Hello, i called again this morning and they immediately said after i explained the issue that likely the order failed and the pending payment will be returned over the next few days. basically what happened is they are waiting for authorisation of the order but obviously that wasn’t received so the money is basically in a limbo and will be returned when no authorisation is given from ee. and said that if no confirmation was received they can probably garentee no order has gone theough. so i asked to check my account and he said nothing there and to try again.. not sure whether to wait for the money or just order again now.

[Michael_D]

Thanks for the update @Sofie04.

It is entirely up to you if you want to try again and order now.

If our guides cannot see an order on your account, you would be able to try again, but this would involve making the payment again, and then the pending amount will be released back to your balance by the bank in the coming days.

Michael D

[Sofie04]

Hello, i pre ordered again and got to the confirmation page this time. both payments are currently pending and nothing is showing on my account to show the order or when i try to track it. hoping this will update soon, not sure how long to leave it before it should be showing on my account as an order and available in the tracking. also hoping the failed order money will be returned shortly but last time i had an issue with a pending payment (not ee) it took well over 10 working days..

[Michael_D]

The timescales will depend on your bank @Sofie04, so we're not able to say how long it will take for sure.

You should receive an email with the order details, and it is worth checking your junk folder in case it drops in there, but if you've seen the confirmation page, that is more like what we'd expect to see.

Michael

[Sofie04]

Hello, yes i understand it depends on my bank. i’m just curious about the preorder. i understand obviously the phone is not released until friday. will i receive any updates before then, i have the order confirmation email but unable to locate the order on my account ?

[Michael_D]

If you've just placed the order now, that would be normal, as it will need to be processed first of all @Sofie04.

Generally you wouldn't hear anything else until it is dispatched, unless there was a problem when it is being processed.

Once it has been dispatched you'd get a text or email with DPD tracking details, or if you have the DPD app, you'll receive a notification in the app.

Michael

[Sofie04]

ahh ok. just thought i would be able to see the order on my account is all. thank you. i hope there are no more issues now !