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Has anyone else had issues with e-book orders when a payment review is required, where once the review is finished, the order status remains as 'payment review' and you cannot download your purchases?

I submitted an order for two e-books and paid via PayPal. The order went to 'payment review' and then was cleared for payment by PayPal. However, it never proceeded along on my Osprey account and eventually I had to log a dispute with PayPal to get my money back. I contacted Osprey but did not receive a response (1 week later). 

A second order for different pair of e-books did not go to 'payment review' and successfully processed as usual. I could download the copies from my account e-library without any issues.

I then submitted a third order for three e-books. Once again, it went to 'payment review' and was again cleared for payment by PayPal. Yet it remains stuck as 'payment review' on my Osprey account, and I still cannot download my purchases. I even received a confirmation e-mail from Osprey for the purchases that included links to download the e-books, yet they cannot be done so. So far my request for rectification via the 'Contact Us' option has not garnered a response.

Posted on: 28/02/2022 21:47:11

Hi DavoM,

I'm very sorry to hear about the issues you've been having accessing your ebooks following payment, and that the web support team has not replied to your query yet. Please could you send me your ticket number, then I can log into the system and follow up with them. Apologies again for the delay and we hope to have this rectified as soon as possible for you.

With best wishes,

Molly

(Marketing Assistant)

Posted on: 02/03/2022 12:34:27

Hi Molly,

I was contacted by a member of the customer services team (Julia) after I ended up e-mailing Osprey directly. She has advised that there is apparently an issue with some of the payment review orders not processing correctly following payment, and that I could either receive a refund or a free of charge order so that I can access my books. I have advised her that the first order has already been refunded, and that I would like the free of charge order on the second affected order to be able to access the downloads. I have not yet had a response or confirmation on this option.

Kind regards,

David

Posted on: 02/03/2022 22:02:39

Hi David,

Thank you for sending over some more information about the issue you've been experiencing. I'm sorry that the support team haven't got back to you yet to confirm. Do send me over your ticket number and then I'll be able to follow up with them for you and get a response to you shortly.

With best wishes,

Molly

(Marketing Assistant)

Posted on: 03/03/2022 11:41:08

Hi Molly,

I can confirm that this issue has now been rectified by the support team and I am now able to access my purchases. Thank you to you and the support team for your assistance in sorting this issue.

Kind regards,

David

Posted on: 07/03/2022 21:44:33

Hi David,

That's great! I'm glad to hear the issue has been resolved.

With best wishes,

Molly

Posted on: 08/03/2022 09:20:58

Hello again Osprey,

It seems this issue has once again reared it's ugly head. I placed an order for 2 pdf e-books online on 9th August that went to PayPal for payment review. Within a few hours PayPal had cleared the transaction and advised that the payment review had completed. Yet there has been no update to my order on the Osprey website and I cannot access the two books. 

Order # 400147903 - Duel Athenian Trireme vs Persian Trireme and Duel F9F Panther vs Communist AAA

I have noticed that purchasing and downloading titles has become increasingly frustrating over the last six months or so. New e-book titles are released for purchase online, but when attempting to download after purchase, they do not function correctly and it takes several attempts, often days later, to get them to successfully download. And this still happens even after I changed internet browsers just so I could access the Osprey e-books (Microsoft Edge rather than Google Chrome). Alternatively, as in this case, the status of the books remains stuck in payment review limbo and one cannot access them until a staff member attends to the issue. As above, this can take some time between reporting the issue and having it resolved. Reporting the issue via the suggested method on the Osprey website never seems to garner a response from anyone. 

 Appreciate any help that could be provided for this problem.

Posted on: 10/08/2022 23:16:55

Hi David,

I hope you're well. I'm really sorry to hear that you've had further problems downlaoding your ebooks. I have created a ticket with our website team for them to look into this and I will monitor the ticket for updates and follow up if I don't hear anything back. I apologise for the inconvenience in not been able to access your books and that the website team haven't responded to your queries through the contact form. Unfortunately we have had some issues with ebook releases during the last few months but this has now been successully investigated and a fix has been found so we're hoping there will be less problems in the future.

With best wishes,

Molly

(Marketing Assistant)

Posted on: 11/08/2022 12:33:10

Hi Molly,

Thankyou again for assisting in rectifying the issue. I cannot fault the staff at Osprey for their assistance and response to issues whent they do occur. I am also pleased that there has been an investigation into the issues and a possible fix for them. It's just unfortunate that 50% of the time it all goes well without a hitch with purchasing and downloading titles, and then the other 50% of the time there's either a permament payment review freeze that requires a staff member's intervention, or the books won't download until several days after purchase. It's made me wary when making purchases wondering what result I might get!

Thankyou again for your assistance with this issue. The books have downloaded successfully.

Posted on: 11/08/2022 22:23:36

Hi David,

It's no problem at all. I'm always happy to help in any way I can. I'm glad to hear you've been able to download the books now. Apologies again for the problem.

With best wishes,

Molly

Posted on: 12/08/2022 11:17:21