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Tourist
Posts: 3

no order confirmation received, payment processed

Hello,

I've placed an order using my mobile phone, paying with my credit card. The value of my order was deducted from my account. I have the confirmation from the bank, but i didn't receive any order confimation from GOPRO. Anyway it is not the first time i have ordered from GoPro.com and each time it was all simple and good, I don't understand why this happened.

Could you please confirm the fact that you have received my order and I will receive the products which I have ordered?

 

PS: if need, I could send you the evidence of payment issued by the bank.

Thank you in advance!

Best regards, 

Sergiu

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Nomad
Posts: 4,090

Re: no order confirmation received, payment processed

If the payment was processed it means your order was processed.  Please do not share any bank details online.

 

If your payment was processed on a Wednesday, it could take 2 working days for your order to be completed, 2 working days for transit, so you should receive your camera the following week.

Highlighted
Tourist
Posts: 5

Re: no order confirmation received, payment processed

Hello GoPro,

 

I just ordered a hero 7 black but after the payment it reroute me back to shoppping cart, i got no confirmation so i thought the order didnt go right, so i order again and this time everything goes fine and got the confirmation emails. Now i looked at my bankaccount and see double payment..  I've already checked for my orders but i only see one orders in process. I have a GoPro Plus account but have trouble on contact support. How can i contact you guys for refund? because now i've paid for 2 gopro but only got 1?

bank.PNG
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GoPro
Posts: 6,097

Re: no order confirmation received, payment processed

Hi @aamr033,

 

You may contact GoPro Customer Support via phone or chat. 

https://gopro.com/help/ContactUs

 

If you're having problem with chat. 

Try to change the country or region to United States English. 

 

 

Regards,

-Jay 

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Tourist
Posts: 5

Re: no order confirmation received, payment processed

Ah now the chat support is OPEN when change to US, thanks for the reply!
Highlighted
GoPro
Posts: 6,097

Re: no order confirmation received, payment processed

You're welcome @aamr033,

 

Hope it would be all sorted out.

 

-Jay

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Tourist
Posts: 3

Re: no order confirmation received, payment processed

Same thing has happened to me, except I did't make the second order.

It's been almost a week now and no results.

I have spoken with GoPro support team but they are just keep postponing me with another 24-48 hours.

 

In the meantime I have no camera and no money in my account. It is a nice feeling Smiley Mad

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Tourist
Posts: 5

Re: no order confirmation received, payment processed

I’ve talked with the support team, they have only received one order from me. The double payment is just on hold so I only have to call my bank to cancel the first payment that didn’t go through. Best thing for you to do is to contact your bank!