Purchase Error in Webpage, Card stil got charged

[PabloDaza]

Hello Everyone, 

I decided to purchase affinity designer and photo today, however, when i entered my credit card info and pressed the pay button the website gave me an error message that said that my payment had been declined, in that moment my banking app notified me that the purchase was done(and so the money was billed), i checked my account and it shows no order history nor licenses and the money in my bank app is now gone.

is there anything that i can do to get my money refunded or the software licenses?

Thanks everyone

[SFurniss]

@PabloDaza If you can email affinity@serif.com we can look into this for you.

[SFurniss]

@PabloDaza 

It sounds like your payment is being declined. When this happens you may see a pending transaction on your account for a few days. This should drop back into your account once your bank realises we cannot collect the payment. 

 

This is most likely due to an error in the way your browser is handling the 3d secure check that is now mandatory for all EU online orders. Before trying again you may wish to check your browser is up to date 

 

If you can email affinity@serif.com we can confirm this is the case, and if necessary arrange for you to manually place an order.

[PabloDaza]

Thank you for your response @SFurniss i sent the e-mail to the address you suggested, i will wait for the response.

 

However i dont see any pending transactions in my app, it says that it was correctly billed

I wonder if there's any other store front that sells the affinity software, like steam perphaps?

 

I'll update as soon as i get more information 

Edited February 3, 2021 by PabloDaza

[SFurniss]

If you want us to discuss the details of your order please email affinity@serif.com. It would not be appropriate to do this on a public forum.

Other than directly from us, the software can be bought from Apple or from Microsoft.

[arondene]

I just have the same experience, such a bummer since I was quite hyped on trying affinity photo tonight. But 2 charges and no software/license has quite a cooling effect.

Edited February 5, 2021 by arondene

[PabloDaza]

yes, its quite a bummer for me too @arondene

@SFurniss i already emailed the direction you suggested, i'm still waiting for a response 👀 

[PabloDaza]

update: got a response from the affinity mail, basically gotta wait up to 28 days for the money to drop back in my account 😕

[PaulEC]

Don't forget that you can get a 90 day free trial at the moment, so you can still use the apps while waiting for your bank(s) to sort it out.

[PabloDaza]

Thank you @PaulEC i did not know that, i'll take a look to the free trial 👀

[PabloDaza]

Hey everyone, a quick update one this, more than 28 days have passed by, yet no refund on my accout nor license key for the software.

Any tips on what i can do in this situation?

[Adam]

Hi @PabloDaza

I've just sent you an email to the thread we have open.

Thanks for your time,

Adam 🙂

[natoyane]

@AdamI have the same problem same as @PabloDaza i got the same message ''my payment had been declined"  i check my Bank app and see Pending transaction and the money  in my bank app is gone. can u help me with this? 

[PabloDaza]

Hello everyone! Update here

Finally after about 43 Days the money is back/refunded into my banking account! i did the purchase in february 2 of 2021. Hope this thread is useful to someone in the future!