Order never arrived...

ldncase

OK. This is a very tricky case scenario, as the order was placed near one year ago. Considering the amount is around £260, I will need to get it back!

First, I need to clarify it that I have always kept a track of my orders, As for this website, I've been a super frequent customer for more than 12 years, I know how things work there. Their prices just change too often, so I sometimes need to place different orders on the same items to get the best prices. In order not to get confused myself, I always double check to the order history section to keep an eye on the deliveries and returns.

OK.  Here comes the problem, one order has NEVER LISTED ON THE ORDER HISTORY , so I never realised that it was never delivered until I saw the confirmation email yesterday. I also typed the order number provided in the email, then using the order status check on the website, it just says the order cannot be found!

I used PayPal to check out, and I'm aware that they have some 120 or 180 days policy, so it's very likely they will not accept the claim.  And my card issuer also said, it's close to 1 year now, the group(VISA) probably won't take it either, so how shall I do?

Thank you.


P.S. I need to point out that I did not use guest checkout. I have had a registered account for so long, had I used guest checkout, the system would have asked me to login first as the email has existed.

Bradden

What have the company said... can they find the order in thier system?

Devongardener

Have you contacted the company, that’s the only was to resolve this.

tightauldgit

First port of call of course is to contact the company and see what they say. It's a difficult one if this order is not showing in the history (is this the only one that doesn't show?) it suggests something odd has gone on. Is it possible the order was cancelled before despatch? Or got returned to them and they've already refunded? 

If you have the order confirmation email at least that's a good start to tracing what happened to it. 

While cards and Paypal may be of no help in theory at least you should be able to go to court but whether its worth it and whether you will win or not i'm not sure.  

ldncase

Bradden said:

What have the company said... can they find the order in thier system?

I hate the customer service of this company coz I've had bad experiences with them. 
They said I used guest checkout, and that's why the order never shows in the order history. But I am a customer with 950 orders over these years, I never use guest checkout! 
I was given the typical answer that they're going to look into it. That's it.
 

ldncase

Devongardener said:

Have you contacted the company, that’s the only was to resolve this.

I did. And I was given the typical 'they will look into it' reply.

ldncase

tightauldgit said:

First port of call of course is to contact the company and see what they say. It's a difficult one if this order is not showing in the history (is this the only one that doesn't show?) it suggests something odd has gone on. Is it possible the order was cancelled before despatch? Or got returned to them and they've already refunded? 

If you have the order confirmation email at least that's a good start to tracing what happened to it. 

While cards and Paypal may be of no help in theory at least you should be able to go to court but whether its worth it and whether you will win or not i'm not sure.  

They said I used guest checkout, and that's why the order never shows in the order history. But I am a customer with 950 orders over these years, I never use guest checkout! I was given the typical answer that they're going to look into it. That's it.

UPS doesn't keep the record for more than 120 days, so it hard to prove it by UPS's tracking. The only thing  I can use to argue with the website is their order status check shows this order has been shipped, not delivered.
 

born_again

Out of time for paypal 180 days.

Card used to fund PP will be no good, as all it is doing is transferring funds to PP. So no chargeback right for non receipt.

You really need to go through every PP payment & match them to deliveries. 
But even then, you are down to the company to resolve.

Could it be that you were logged out when you made that purchase & it was via guest checkout? What do your emails say for this order?

Jonboy_1984

With that volume of orders is this for consumer or Business use (as in the course of business either as a company or sole-trader)?

ldncase

Jonboy_1984 said:

With that volume of orders is this for consumer or Business use (as in the course of business either as a company or sole-trader)?

That's for about 12-14 years in total. It's for personal use.

This website tends to have promo at least once a week, and their prices changed quickly. I only keep the item after the prices mark down to the lowest point. That's why I have placed many orders.

ldncase

born_again said:

Out of time for paypal 180 days.

Card used to fund PP will be no good, as all it is doing is transferring funds to PP. So no chargeback right for non receipt.

You really need to go through every PP payment & match them to deliveries. 
But even then, you are down to the company to resolve.

Could it be that you were logged out when you made that purchase & it was via guest checkout? What do your emails say for this order?

No. If that's the case, the system would have asked me to login to checkout as my email has been registered.
I also placed another order on the same day, and that one appears in the order history area.

I got 2 mails saying the order has been received and dispatched. But if I clicked link provided in the mail to go to the website, it shows the order 'shipped', not 'delivered'. I think this is the solid proof that I have never received it. I found out this after I wrote the initial(and lengthy)post here. I think now I can just use this as an evidence.