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Clarification on failed payments order (copied over from Reddit)

greeneblitz
Expert Protege

Some pretty useful information from TheTwistgibber over on Oculus Reddit for all here to read.


Hello everyone,



As there is quite a bit of confusion swirling around, I want to make
sure that we clarify a few things about failed payment, order processing
and shipping estimates in a single location. I've posted in a number of
threads, and as the information isn't cascading well, I hope this
centralized post will clear up some of that confusion.




Payment Failures



After reviewing the payment failures, a LARGE number of them are due
to insufficient funds or blocks enabled by the banking institution tied
to the payment instrument. These can lead to delays as this will result
in your order being placed on a payment hold. We cannot ship your Rift
until we auth and capture the full payment. Please make sure that you
have sufficient funds available on either your credit card or PayPal,
and reach out to the associated banking institution to make sure that
there are no special fraud holds or other reasons why they may block the
payment.




Order Processing



If your payment fails for any reason, your order will be placed on a
payment hold. If you updated any of your order information, whether that
be shipping or payment, your order will be placed on hold as there are a
number of checks on the new information that must be completed before
the hold can be released. If we tried to pull the funds and were
unsuccessful, YOU DO NOT LOSE YOUR PLACE IN THE QUEUE.
Once the information is updated and the holds are released, your order
will attempt to be processed in the subsequent batch for your region. If
it fails again, the same process applies. This said, if your payment
fails, your order is skipped for the current batch as we must proceed
with the successful orders. Each region does not ship every day as it is
dependent on having stock in the warehouse. We are shipping globally,
and ship as soon as product is kitted and ready to be assigned to
orders.




Shipping Estimates for Processing Orders



If we have either already tried to pull the fundsand were
unsuccessful, or we authorized the full amount on your payment
instrument and you are in processing, IGNORE YOUR SHIPPING ESTIMATE ON YOUR ORDER HISTORY.
The shipping estimate on that page is not dynamic and will not change
based on order status. We could be a bit ahead of schedule for your
specific order.




I won't be answering specific order inquiries on this thread as I
don't want this to turn into an AMA. If there is general confusion about
anything above, I will work to clear that up.




We're as frustrated about the delays as all of you. Yes, I sincerely
apologize for my initial comment on the 1-3 weeks email. Unfortunately
the situation changed quickly and estimates were modified, hence the
extra time we needed for the April 11th update (which was initially
planned for the 12th). There was no intentional deception, and when I
found out, I was heartbroken. Truth.




Thanks for hanging in there with us. For those that are upset, I can
empathize, and while I can ask for more patience, I know that is a tall
order. Everyone is really working around the clock here to make this
right. The road to consumer VR has been long, but it is worth the wait.
That I promise. Whatever headset you choose, just know that VR is real,
it is here, and we're all working hard to bring quality VR experiences
to the masses.



❤️ []-)




https://www.reddit.com/r/oculus/comments/4eh2r6/osa_clarification_on_failed_payments_order/


6 REPLIES 6

ZachSny
Expert Protege
Thanks for bringing this over. I do feel like this held a lot more information than the official email that went out concerning the shipping estimates. Surprised they didn't include this in the email.

aimsopp
Explorer
This is the kind of info that we need.

FingerMcPokeye
Heroic Explorer
Why is it necessary to copy this over from Reddit?

"I've posted in a number of threads, and as the information isn't cascading well"

No kidding, Sherlock.

maxpare79
Trustee
Why they keep posting on reddit instead of their own forum is beyond me...
I am a spacesim/flightsim/racesim enthusiast first 🙂 I9 9900k@5.0, 32gb RAM/ 2080ti Former DK2, Gear VR,CV1 and Rift S owner

Anonymous
Not applicable
This is a LOT more information that we got and gives a bit of a human face to the whole thing. Why isn't this being communicated to the customers directly?

Dradix
Not applicable
This would have been nice to know via Email during the whole month I've been waiting for my May 2 - May 12... Now I don't know how far I got pushed due to being skipped....