My account says "no order" !!

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RichM
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My account says "no order" !!

Post by RichM »

After nearly a year and a half of waiting I ordered the C65 Trident auto (blue, bracelet) last night.

The money's left my account but the website says no orders placed under my login.

I did get an order number at completion (which I didn't write down) but I haven't received a confirmation email.

I'm worried that I've paid out for an order that never went through!!

I've sent an email to customer services who will pick it up on Monday when they're back.

Has anyone else had this and can reassure me until I hear back from CW next week.

TIA, Rich.

OrangeNato
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Re: My account says "no order" !!

Post by OrangeNato »

When I did an order a few weeks back then it took about 15 minutes to get a confirmation email and then I could see the order in my account. I must admit it got me a bit worried it hadn't gone through. Hopefully it is slowly working its way to you.

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Re: My account says "no order" !!

Post by Bahnstormer_vRS »

Have you checked your junk mail for the confirmation of order email?

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RichM
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Re: My account says "no order" !!

Post by RichM »

Good point about junk mail... I've just checked and nothing there.

Normally an email comes through straight after a purchase with online orders so I hope the system updates soon!

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tikkathree
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Re: My account says "no order" !!

Post by tikkathree »

I'd want to be on the phone on Monday morning if only because it's easier to communicate than by email. I'd have a screendump of my bank account showing the transaction to hand and I'd definitely be firmly in "Is there a problem? Let's fix it together" mode.

I think it'll do no harm to keep checking your account as the weekend trundles along though, given the state of my order history when last I looked, the only conclusion I'd take from that is not to regard it as an accurate record: I know that's probably not what you want to hear.

Sit on the problem and aim to fix it as soon as you can. Personally I'd only allow nature and time to take its course if I wasn't desperate to get my hands on the watch.
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RichM
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Re: My account says "no order" !!

Post by RichM »

I'm sure it'll be fine but I would want the reassurance of the order reflected on my account.

I'll keep an eye out and see if it updates overnight.

Thanks for the replies so far.

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Re: My account says "no order" !!

Post by audio.bill »

In my previous dealings with CWs customer support, sometimes they'll make requested updates to an order on the back end of their site which are then not reflected in your account online. I had this happen with an order which I cancelled and they kindly accommodated, but the order still shows up as 'Processing' in my order history. They assured me that it was cancelled and I have had no further issue with it, just giving a heads up about their process.

RichM
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Re: My account says "no order" !!

Post by RichM »

Thanks audio.bill, I had wondered given lockdowns and changing work practices whether there might be a back-end that needs still to be updated.

Fingers crossed it's a straightforward update on Monday.

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Re: My account says "no order" !!

Post by StrappedUp »

I placed an order for a watch in the last sale and paid via PayPal.
Received an email from Paypal, but absolutely nothing from CW.

The first confirmation I had that everything had gone through ok was the DPD text telling me that they were going to deliver the following day, about 2-3 days after placing the order.

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Re: My account says "no order" !!

Post by RichM »

^^ Thank you, that is reassuring. Hope you're enjoying your new watch.

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Re: My account says "no order" !!

Post by RichM »

So, my account now says "pending transaction" and CW says the payment was unsuccessful although I received an order number at the time of completion. The funds are definitely available and sufficient!

I haven't spoken to the bank today (too long to wait on the phone) so will have another try tomorrow.

I've waited a year and a half so another day won't make much difference.

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