LTT Order Completely Gone

[Gecko]

Has anyone else had this happen, Where you place an order and they have taken the money to find you don't even have an order?

 

I placed an order on November 29th and the money was taken the same day and was never given an order number.

I have ordered lots of stuff in the past and got the order number within a few minutes of the order but this time I have nothing.

I signed in to the store today to see if my order was even there and it was not so now I am not in the best of mood to find that there is no order and they have taken my money and to top it off I got a reply with some AI asking for an order number I do not have.

[ImWilly]

Could you recheck if you have logged in with the same account when you place your order?
You could also check your email for the historical order placement, see if you have received email at 29th Nov for your order confirmation. You could also check with your bank if they received order payment request on that date

[Gecko]

1 minute ago, ImWilly said:

Could you recheck if you have logged in with the same account when you place your order?
You could also check your email for the historical order placement, see if you have received email at 29th Nov for your order confirmation. You could also check with your bank if they received order payment request on that date

I only have 1 account

[SansVarnic]

@Gecko if you have not done so already I suggest you contact  customer service to resolve the issue.

 

https://www.lttstore.com/pages/contact-us

[Alex T88]

Something similar happened to an order of mine back in March 2022, iirc. Ordered a couple of water bottles and something else (can't remember what), the stuff I ordered was around $100. Initially the payment was accepted and the order was confirmed, but the transaction got canceled like 10 minutes later and the money went back into my account. The reason for this were some bank details that could not be verified (even though no exact details were mentioned). I checked my store account there was absolutely no order present and I did not receive confirmation via email as well. I contacted support, they never answered back. In the end I dropped it without ever getting to the bottom of it, given that I got my money back and support had not answered back. 

[LogicalDrm]

This does sound like bug between bank and Shopify. My understanding of how things work is that order is placed before any transactions are made. Its just not moved to be processed before payment has gone through. 

 

If there's money taken from your bank/CC/payment processor account, there's event log of that happening. So take copy of that first thing. In case this will be unfortunate event of digital things being buggy and LTTStore not receiving anything (which might be the case since you don't have order confirmation), that event log is proof to your bank and LMG that there was transaction made. If it turns out to be error in money processing, it will take couple of weeks for banks to run numbers through and return money.

[kirashi]

9 hours ago, Gecko said:

Has anyone else had this happen, Where you place an order and they have taken the money to find you don't even have an order?

 

I placed an order on November 29th and the money was taken the same day and was never given an order number.

I have ordered lots of stuff in the past and got the order number within a few minutes of the order but this time I have nothing.

I signed in to the store today to see if my order was even there and it was not so now I am not in the best of mood to find that there is no order and they have taken my money and to top it off I got a reply with some AI asking for an order number I do not have.

How do you know the money was taken? I'm not trying to be snide / cheeky here either - genuinely asking because there's a difference between what your bank says and what actually happens on an online order website.

 

For example, I have placed orders for work items using my boss's credit card, only to have the online checkout cart tell me it couldn't validate the card because I was using the wrong address. Even though the order was never officially created, a pre-authorization email was sent from the bank to my boss, making them think I had placed 2x orders when we only wanted to place 1x order.

 

Perhaps the Shopify store indeed performed a pre-authorization on your payment method which would have shown up as a pre-authorization at your bank (if your bank is competent enough to differentiate between actual charges and pre-auth charges), but something caused the order to fail, thus there's no actual order number when you login to the store and nothing was emailed to you.

[FlyingPotato_is_taken]

7 hours ago, Alex T88 said:

The reason for this were some bank details that could not be verified (even though no exact details were mentioned

I have run into similar issues where my name

Flying Potato 

wouldn't match the credit card

FLYING POTATO

 

Depending on the vendor capitalization makes a difference. 

[Gecko]

7 hours ago, LogicalDrm said:

This does sound like bug between bank and Shopify. My understanding of how things work is that order is placed before any transactions are made. Its just not moved to be processed before payment has gone through. 

 

If there's money taken from your bank/CC/payment processor account, there's event log of that happening. So take copy of that first thing. In case this will be unfortunate event of digital things being buggy and LTTStore not receiving anything (which might be the case since you don't have order confirmation), that event log is proof to your bank and LMG that there was transaction made. If it turns out to be error in money processing, it will take couple of weeks for banks to run numbers through and return money.

I called my bank and they told me the money has been taken so I did submit a ticket but just so happens that I sent that ticket on a Sunday so I know I will have to wait but just wanted to see if it had happened to someone else

[Gecko]

4 hours ago, kirashi said:

How do you know the money was taken? I'm not trying to be snide / cheeky here either - genuinely asking because there's a difference between what your bank says and what actually happens on an online order website.

 

For example, I have placed orders for work items using my boss's credit card, only to have the online checkout cart tell me it couldn't validate the card because I was using the wrong address. Even though the order was never officially created, a pre-authorization email was sent from the bank to my boss, making them think I had placed 2x orders when we only wanted to place 1x order.

 

Perhaps the Shopify store indeed performed a pre-authorization on your payment method which would have shown up as a pre-authorization at your bank (if your bank is competent enough to differentiate between actual charges and pre-auth charges), but something caused the order to fail, thus there's no actual order number when you login to the store and nothing was emailed to you.

I called my bank and they said the transaction has been processed

[LogicalDrm]

2 hours ago, Gecko said:

I called my bank and they told me the money has been taken so I did submit a ticket but just so happens that I sent that ticket on a Sunday so I know I will have to wait but just wanted to see if it had happened to someone else

Ok. Also wanted make a note about AI response. For one, it's not AI. it's just automated reply based on keywords. They talked about implementing it on WAN. It's purpose is to help support to react quicker to question of high priority (like issues related to orders). Which is why order number is asked.

[Gecko]

ok well, they found my order and said it was a clerical error on their end with the wrong email so they corrected it.

I have to say support is very fast and I love that about LMG.

Thanks for always taking care of all of us with great products and support....

[Erioch]

10 hours ago, Gecko said:

clerical error

Clerics make great healers but awful office workers.