I was charged for a purchase and didn't receive product(?)

  • Unknown's avatar
    comrademittens · Member ·

    Hey everyone!

    So, I attempted to upgrade my WordPress theme to ‘Broadsheet’ today. Money was on PayPal account and put it through. Cool! Should have it. Nope. Given a declined message of “The transaction cannot complete successfully. Please check the billing address and expiration date. Please contact your bank if you have further problems.”

    Here’s the thing, though: I don’t have the money on my PayPal account anymore. So, I’m missing $79 (plus an extra mystery fee that I was paying anyways and is now more than likely missing from my bank account, as well) and took the day off to reformat the whole site.

    I’m a little upset at this moment, and I’ll try to be as pleasant through this as possible, however, I’m slightly short on patience at the moment and would like a resolution by the end of the business day.

    Also, this is super awesome that I can’t find a direct contact email for any WordPress customer support. Hopefully this gets to the right people immediately.

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    timethief · Member ·

    I’ll tag this thread for a Staff follow-up. Please subscribe to the thread so you are notified when they respond and please be patient while waiting.

  • Unknown's avatar
    rachelmcr · Member ·

    Hi there,

    I’m very sorry for the trouble you had with this purchase. I checked your account, and when you tried to make your purchase we received this error from PayPal:

    10417: Transaction cannot complete.

    That means the transaction didn’t go through with your selected payment method. We didn’t receive any payment, so if the money isn’t in your PayPal account you’ll need to contact PayPal about that. It’s possible that they put the funds in your account on hold while we tried to process the transaction, but they’ll have more information about that.

    You can contact PayPal by phone or email using the information listed on their support site here: https://www.paypal.com/us/webapps/helpcenter/helphub/home/

    I’m sorry I couldn’t resolve the issue for you, but if there’s anything more I can do to help please let me know.

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