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order cancelled by dx.com, yet bank card charged

  • rmchiriac Thursday, April 26, 2018 4:42 PM Reply

    Apr 5. I tried creating an order, order number 180405001052437990.

    I tried paying with my Mastercard with 3D Secure enabled. For 3 days he order status was "Transaction Being Processed".


    Apr 8. Got an email "Payment Confirmation Required" asking me for a photo of my credit card and a photo of my ID card. I missed this email.


    Apr 9. Got an email saying my order was cancelled.


    Yet, on Apr 10 my bank account was charged the order value, even though the order's status is "Cancelled".


    I've tried calling English and Russian phone numbers listed on https://cs.dx.com/FAQ/Phone - the automatic reply says those phone numbers are not available.

    I don't see any LiveChat option on the site.


    Apr 14. Tried submitting a ticket https://cs.dx.com/Ticket/Reply/2A3C5BF7AD07423B9E7B4269C16435B6 - it's been ignored.


    Yesterday submitted another ticket: https://cs.dx.com/Ticket/LoginCheckReply?FormKey=A3C857F1252E41B8B23295BCDB3A7CF2


    Does dx.com have any means to be contacted to or any kind of support??


    Thanks



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  • cyclist Moderator Thursday, April 26, 2018 4:51 PM Reply

    I'll contact staff for you @Maye_Tao

    Flashlight issues~https://tinyurl.com/bw2d3pd
    DX Return Policy/Warranty~https://tinyurl.com/yb7dpg3s
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/en
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  • Maye_Tao Thursday, April 26, 2018 5:19 PM Reply

    Hello @rmchiriac

    We need more information to confirm your payment. We refused your payment on Apr 9 as you ignored our request. The money was returned to your credit card. Please confirm with your bank first. Thanks.

    Be happy. ( *^_^* )
    Posts(5502) | Reviews | Tip post

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