How to cancel my order?

[Kensai]

I've ordered A DOWNLOAD some hours ago and you just took my money. I wanted the game for a long trip tomorrow so since you are NOT ABLE/DON'T WANT to give me a download link and my key, I would love to know how I can get my money back.

If this doesnt work, I will contact Paypal and file a customer complaint.

Thank you.

[wworld7]

This is the Tech Support forum.

Have you tried the Help Desk?

[pompack]

And check your span filter first

[Kensai]

Help Desk is useless because there is no entry for this kind of problem. Never had this problem in the past, when ordering at Matrix (but this was with Digital River I think)

Spamfilter? I don't use one on my main address and the "great" Plimus ordering site just tells me that my order is "reviewed for quality purposes". There was NO warning before I paid that this will take some time to process- a little bit of a scam.

[pompack]

EDIT: delected
for the good of humanity

[Erik Rutins]

Hi Kensai,

The vast majority of orders are immediately processed and the download immediately provided. The "review" that your order went into is for anti-fraud purposes. Various things can set that off, like a fake phone number, difference in IP location and billing location, etc. This is not a "scam" it is to prevent scams actually. Either way you will receive your game.

If you e-mail me at erikr@matrixgames.com right now, I will make sure your order clears review right away.

Regards,

- Erik

[Kensai]

The only mail I got is this:

Dear Mr. Moneybag

Thank you for submitting your order for Gary Grigsbys War in the East-Download using Plimus. Your order is currently being reviewed by our staff for quality purposes, this process is usually completed within a few minutes, however, please allow up to 12 hours to hear back from us.

We apologize for any inconvenience this may cause. If you have any question about your order or wish to leave us a comment, please click on the following link: http://wegotyourmoneyandyounogame.com

And I doesn't sounds like I need to check my spam filter (which I did anyway, but there is nothing)

But thanks for your help, I guess I am screwed

[Erik Rutins]

Please e-mail me if you actually want help getting your download sooner rather than later.

Regards,

- Erik

[Kensai]

Hi Erik, thanks.

I just sent you an email with the data. Sorry again for being a bit hotheaded, all the other games I bought worked fine.

Thanks a lot for your help.

[Redmarkus5]

I like this guy - he's almost as hot headed as me!

[Erik Rutins]

Hi Kensai,

No problem. E-mail received, I just asked the store to clear your order. Sorry for the additional delay, I had to go offline for a bit due to a doctor's appointment.

Regards,

- Erik

[jomni]

ORIGINAL: Kensai
all the other games I bought worked fine.

Quite a hassle changing to Plimus. But some people also had problems with Digital River.

[Arkady]

Well, I bought 6 games from Matrix via Digital River without any issues.
With Plimus, I sent money, but instead of sending me the download link they need to review my order (despite they received my money). As I don't use phone, they are not able to "verify" me.
Fortunately, they user support is fine and I received refund immediately upon my request (strange, they do not need verification for this).
It seems that I'm not able to purchase game from Matrix Games anymore.

Eric Rutins is great with helping people to clear their orders but for me it is way of principle, if they charged my money they should not delay delivery of my purchase. I'll not beg others to verify my credibility. Maybe I'am irrational but I suppose that I recieve my goods without question if I present "cold hard cash".
[:'(]Sorry to bring the topic alive...I'll stop bitching [8D]

[Erik Rutins]

Hi Arkady,

Please e-mail me to discuss this at erikr@matrixgames.com. I explained to you earlier why they need the phone number and that the review process is not intended to prevent you getting the game, it's to protect us from possible fraud. When I tested this, I got an automated call within a few minutes, pressed a button on my phone to confirm that I had indeed placed the order and it was cleared.

We are working with the store to see if we can lift the phone number restriction. Hopefully next week things will be less restrictive.

Regards,

- Erik