The Meta Store has cancelled the transaction, but still delivered my a Quest 3 device

[AeonFelis]

TL;DR: I currently have a Quest 3 and silicone facial interface that, due to some problems on the Meta Store, I was not charged for. They are currently at a warehouse of a company called USHOPS.co.il that handles shipping from the United States to Israel, and I don't want to ship them outside the US before this issue is resolved - but if I delay too long they'll charge me for their storage and eventually dispose of the packages.

I've actually sent a support request about this over a week ago, but only got one reply and afterwards my replies to that email were left unanswered. So I'm moving this here, and will describe it from the beginning.

• On October 19 I've ordered from the Meta Store three products:
  • Meta Quest 3
  • Elite Strap with battery for the Quest 3
  • Silicone facial interface for the Quest 3
• I've got a recipient from the Meta Store for a sum of $819.97 - which is the correct sum. But the credit card's website says that sum I was billed for was only $779.98 - which is the price of the Quest 3 device itself and the Elite Strap, without the facial interface. Note that I've only noticed this fact a week later, so I did not mention it in my originally support email.
• According to the emails I've received from the Meta Store, the Elite Strap was shipped on that very day - and the Quest 3 device on the next day, October 20.
• On October 22 I've received an SMS from the credit card company that the transaction was cancelled. I've confirmed it in the credit card company's website. I've also checked my order in the Meta Store website, and it said that the Quest 3 device was still being shipped, but the the Elite Strap's status was "Returned".
• I've sent a support request, and later on the same day received a reply that this means the shipment cannot be delivered, and that "A refund will be processed within 5 to 7 days after the shipment arrives at the warehouse". This was a cancelled transaction though, which happened immediately (and is the reason I noticed the problem) - not a refund.
• On October 24, USHOPS (the service that ships from the United States to Israel) has received the Quest 3 device. So despite the fact that my payment for it was cancelled - it is currently at my possession (via delegate). I immediately replied to the support email, but received no answer.
• On October 26, I've received an email from the Meta Store that the silicone facial interface was shipped. As I've mentioned before - even though it appears in the receipt I got from the Meta Store, according to the credit card company's website I never got charged for it. I replied to the support email again, and again - got no reply. The package was delivered to USHOPS on October 30.

I assume that it is not possible to un-cancel the transaction (and at any rate it's of the wrong amount, since it includes the Elite Strap which I did not receive and excludes the silicone facial interface that I did receive), but maybe it's possible to arrange a "manual" payment? In case this is not possible, and you require that I return the products, I'm going to delay their shipments to Israel, so that they'll remain in the USHOPS logistics center in New Jersey. But according to USHOPS' terms of service, if a package stays there for more than 7 days they will start charging me for its storage (and after 60 days they'll destroy it - but I'm not planning to let it reach that point). If I merge the packages these 7 days will start from the day the latest package's processing was finished - which should be in a few days for the silicone facial interface - so that's the time limit.

One more thing - I'm currently unable to purchase games in the Quest Store. I've tried it on the website, on the Android app, and from inside my Quest 2 - it always failed, saying:

"We noticed something unusual and, for your security, this request couldn't be completed. Please try again later, or visit our Help Center."

I'm assuming that this happens because of the payment issues with the hardware?

[MetaQuestSupport]

Hey @AeonFelis! We noticed you were having issues with various shipment issues, and wanted to help you out with that as much as possible. We do thank you for your detailed explanation on this, as it will further help to isolate the issue at hand. Due to needing to collect further information for our support team, we do advise that you send a PM to us so that we can continue this.

 Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

We look forward to hearing back from you to and looking into this together. 

[AeonFelis]

I've tried to send a private message. It said that it has "invalid HTML" - even though I was using your rich text editor without editing the HTML. I tried removing some of the formatting. Still "invalid HTML". I tried removing the # characters from the serial numbers. Now it told me that I've reached the limit of private messages (even though no message was actually sent) and that I should try again later.

If this is the quality of your software then it is no surprise that my order's payment got messed up in the first place.

At any rate, here is an update (which I've tried to send in the PM, but here I'll write it without the serial numbers):

After receiving no replies to this post either, I've opened another support case, where they told me that my case was escalated to a "specialized team". Later on I've also tried contacting support on WhatsApp, and they told me the same.

On this Thursday (November 16) I'll be running out of time, and I'll have to tell USHOPS to ship the packages to Israel. This means that if you want me to send the products back (as opposed to just let me pay for them, which would be my preferred solution) it has to happen before that.

I'll try to send the PM with all the serial numbers later.

[AeonFelis]

Okay - I've managed to send the PM.

[AeonFelis]

I've opened another support case to send this update, but I'll also write it here, for posterity:

My time limit is up. I've just okayed USHOPS to ship the packages. This means that I now need to pay for the shipping, taxes, and customs. This means that the option to return the products is no longer on the table. I still want to pay for them, of course, but if you decide, after all this time, that you need me to return them - tough luck. Not going to happen.

I did not want to close that door, but I have little choice - USHOPS will charge me for storage otherwise, and after two months they will destroy the packages. Do I think it'll take you more than two months to resolve this? Well, I did not think it'll take more than three weeks, and yet here we are.

Hopefully I'm mistaken and this will get resolved soon. Because I'm still locked out of the Quest Store because of this.

[MetaQuestSupport]

Hey there @AeonFelis, we've just seen your private message and we'll be contacting you shortly to assist you in resolving this matter!