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Posted by: DavoM |
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?
Posted on:
28/02/2022 21:47:10
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Posted by: DavoM Total Posts: 11 Joined Date: Wednesday, 1 October 2014 |
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? |
Posted by: Molly @ Osprey Total Posts: 35 Joined Date: Thursday, 7 October 2021 |
Hi DavoM,
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Posted by: DavoM Total Posts: 11 Joined Date: Wednesday, 1 October 2014 |
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,
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Posted by: Molly @ Osprey Total Posts: 35 Joined Date: Thursday, 7 October 2021 |
Hi David,
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Posted by: DavoM Total Posts: 11 Joined Date: Wednesday, 1 October 2014 |
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.
David |
Posted by: Molly @ Osprey Total Posts: 35 Joined Date: Thursday, 7 October 2021 |
Hi David,
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Posted by: DavoM Total Posts: 11 Joined Date: Wednesday, 1 October 2014 |
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 by: Molly @ Osprey Total Posts: 35 Joined Date: Thursday, 7 October 2021 |
Hi David,
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Posted by: DavoM Total Posts: 11 Joined Date: Wednesday, 1 October 2014 |
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!
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