You can see that the amount has been debited from your account, but no order confirmation has arrived. It’s understandable that you’re then wondering whether your order went through. Usually, there’s nothing to worry about. Below, you can read what you can do.
Don’t place the order again straight away
Don’t place the order again until you’re sure that the first one wasn’t successful. This prevents you from ordering the same device twice and paying twice.
Step 1: check your mailbox
Sometimes the order confirmation arrives a little later, or ends up in an unexpected place:
- Check your spam folder or your promotions folder.
- Search your mailbox for Forza Refurbished or your order number.
- Check whether you entered the correct email address when placing the order. It’s easy to make a typo.
Step 2: check your account
Did you have an account and were you logged in when placing the order? Then check under My orders. Is your order listed there? Then everything went well and your order is being processed.
Step 3: check your bank statement
Check your banking app to see whether the amount has actually been debited, or whether it has only been reserved. If a payment fails, a reserved amount is usually automatically refunded within a few working days.
Step 4: contact us
Has the amount been debited and can’t you find a confirmation anywhere? Then contact our service desk. Have the following details to hand:
- your name and the email address you used to place the order;
- the amount and date of the payment;
- the payment method you used;
- a screenshot of the debit in your banking app.
We’ll look into it for you straight away and let you know whether your order has come through.
What happens next?
- Has your order come through? Then we’ll process it as usual and send you the confirmation afterwards.
- Has your order not come through? Then we’ll refund the amount to the account you paid from.
Have you accidentally paid twice?
Let us know. We’ll check your orders and refund the amount you paid too much.