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Hiker
Posts: 22

bought gopro 7 but oder hasn't been placed on gopro website

Hi guys,

this is the first time in my life It happened something like that.

I bought 2 days ago, from gopro website, a gopro 7 black using the discount code aswell.

Everything went perfect except that I didn't receive anything from website gopro ( I think it was under work ).

 

So basically now there isn't any order on my gopro account but the money has been taken already via paypal.

What should I do? I am really angry also because was my intention to buy the gopro 7 now that there was few discount..

thank you!

Explorer
Posts: 11,202

Re: bought gopro 7 but oder hasn't been placed on gopro website

Sorry to hear your order is getting delayed. Unfortunately PayPal sometimes causes some hiccups. By chance, do you have a middle name associated with the PayPal account? I've heard cases where that causes issues as the information obtained by GoPro on the order form wont match exactly what PayPal has on file so they wont release the funds (although they will reserve them out of your account).

You're going to need to contact the GoPro Support Team via chat or phone. You can do so here https://gopro.com/help/ContactUs
Hopefully you can get is straightened out quickly. Good Luck!
Tourist
Posts: 2

Re: bought gopro 7 but oder hasn't been placed on gopro website

[ Edited ]

I have exact the same issue. Paypal transaction has been finalised but no email confirmation arrived. Contacted support via chat and they don't see any order placed. After a week, they are still investigating my case, but promised that after checking everything they make a refund. I'll let you know how this would end. The last resort would be opening a PayPal dispute, just remember to save every chat transcription.

 

In the meantime, I've placed a second order and everything was fine, confirmation email was sent just after the purchase and the camera arrived.

Hiker
Posts: 22

Re: bought gopro 7 but oder hasn't been placed on gopro website

Ok, I have a little update.

 

I ve tried to re-placed another order without paypal and it went fine now.

The only issue is that I need to wait 15-20 days for get my money back from the previous order, while paypal told me it won’t require more than 5 days.

Should I call back the gopro assistance or should I go directly with paypal? It’s not fair that, from a mistake caused not by me, I need to pay on my self by waiting for having my money back.

Don’t you think so?

Explorer
Posts: 11,202

Re: bought gopro 7 but oder hasn't been placed on gopro website

@megawater68210

You should definitely call PayPal and find out exactly how long it will take for them to release the funds.  They don't want to lose you as a customer as they get a portion of every transaction.  PayPal is notoriously difficult to deal with, but you might get the funds released sooner.  After talking with PayPal you can contact GoPro, but they really have nothing to do with the release of the money.  PayPal is the one who needs to release the money.  The way transactions work is 1) You submit the request 2) the money is held in a Pre-Authorization 3) the money gets released to the vendor.  In most cases 2&3 happen almost simultaneously.  In your case, it sound like PayPal reserved the money (step 2) but that it never got to step (3).  If GoPro has received the money, then this wouldn't be an issue as they would have shipped your product.  On GoPro's side, your initial transaction is sitting in a pre-approved status (step 2).  GoPro's computer system is awaiting the release.  Since you have canceled the order, that release is never coming.  When you spoke with GoPro they should have canceled the order.  At this point, it's up to PayPal to release the money.  If GoPro didn't send the cancel order (which is unlikely), you can still initiate the cancel of the order directly through PayPal (similar to calling a bank and placing a stop order on a check).

Tourist
Posts: 2

Re: bought gopro 7 but oder hasn't been placed on gopro website

[ Edited ]

Finally, after 2 weeks during I contacted support via chat several times, they made a refund. I had to explain that the second order is different case, because they initially concluded that camera has been sent to me and everything is fine.

 

I didn't contacted PayPal during this case (besides making sure that the transaction is finalised, so the money has been sent to GoPro and isn't on hold/in pre-auth status etc.), just a GoPro support.

 

@danielr15 I'm not sure but afaik PayPal doesn't work as You explain. There is no Pre-Authorization or hold, if you make a PayPal payment, the money is sent directly to the shop's PayPal account, just like finalised wire transfer. At least that was in my case (GoPro reveived the money, but there was no order in their system or any trace besides paypal transaction).