buying gems went wrong - Blue Tracker

#1 - July 20, 2014, 2:43 p.m.

Can someone from Anet reassure me that i wont be banned?

Explanation:

I tried to buy gems (4000 – €50.00)

After confirming everything with paypal i get a window with a text that someone or something is unable to complete the process. with a big red button to go to support.

Im like hmm ok something must have gone wrong ill just try it again since my money was still in my bank account.

I try again and same window pops up. At this moment im like hmm weird. maybe this is a problem with paypal…

So i try it with my normal bank with Ideal. Directly after Ideal confirmation i see a window with payment succeeded.

At this point im happy and go back to GW2 to check my gem total. This went up with 12000 (2x paypal 1x Ideal) even when paypal gave me a failed message 2 times.

Since i only want to buy 4000 gems can someone of the devs please make sure this is being corrected since my bank account only went down €50 and not € 150 so i’m a little scared i get a ban now :S

Gaile Gray

#6 - July 21, 2014, 4:43 p.m.

If someone gets charged more than once, we will take care of that person and make sure that he or she has exactly the number of gems intended for purchase and no more.

Sometimes there is a lag in PayPal purchases, where it takes a bit of time for the gems to arrive. Our payment provider is working with PayPal to try to address this. Ideally, you will be able to click “purchase” and immediately receive an in-game mail saying “Here are your gems!”

If you accidentally purchase too much, contact Support and we’ll retrieve gems and get you a refund.
If you purchase in error because the first purchase was slow to process, likewise, we’ll make it right.
Never feel that you are obliged to keep gems that you did not intend to purchase — we will work with you to get that right!

The critical thing to remember is Do NOT do a charge-back for situations like this. Contact us and we’ll make the necessary adjustments that safeguard your account and that make sure you don’t spend a penny more than you intended to spend.

Gaile Gray

#9 - July 22, 2014, 1:31 p.m.

nightly.2761:
Solved. within 48 hours!! Thanks again.

Can be closed now;)

Terrific news! Thanks so much for keeping me up to date on the situation. It’s good to know that things are working even better than anticipated, where the charges were reversed quickly and appropriately!

We’ll continue to try to speed up transaction completion so that there aren’t incidents of this nature, but invite anyone with questions to contact Support and we’ll take care of you.

Gaile Gray

#12 - July 29, 2014, 5:10 p.m.

Ok I Did It.2854:
Gaile I totally understand what your saying about the Lag from paypals system to your own and that the account updates when the payment is received on your end,

The problem that is occurring is before that, when you hit pay now on paypal, it used to load a page saying your gems will be with you shortly, now it always displays a page saying an Error as Occurred please contact customer support, this is why when I first seen it and noticed I hadn’t got the gems ingame, I figured PP was having issues, so waited a few mins then tried again ( websites sometimes lag out im sure you know ) but when it did it the 2nd time I got charged twice, and got the gems twice,

What im saying is, this could either turn people away from buying gems, or you could end up dealing with 100’s of customers a day who where charged twice,

The next time I get gems I will screen shot the error and post it for you.

I’d appreciate that. The last thing we want to do it caught inconvenience, inadvertent purchases or, quickly frankly, a block to someone’s ability to purchase gems, if they choose to do so.

Thanks for this info and I’ll watch for that screenie, as well.

Mental Paradox.3845:
You guys are lucky. I can’t buy gems at all.

Can I help? Have you submitted a ticket? We can look into the matter if we know more via a ticket.