How do you request a refund on a software download

LX World

Earlier today I bought the Traktor Pro 4 update and then went on to order Traktor Kontrol S2 before realising it comes with Traktor Pro 4 included! Both these orders were placed on the same day! The controller ordered from the UK based online retailer. The software from this very website.

I did not plan to buy Traktor Kontrol S2 - it was a spur of the moment thing as I am sick of using a keyboard and mouse.

How do you go about requesting an exception? I know you can exercise the 14 day right of withdrawal but there must be a quicker way.

Sunborn

You need to contact N.I. Purchase Support

Also, check this article and its links, for more info:

https://support.native-instruments.com/hc/en-us/articles/209568149-I-Would-Like-to-Request-a-Return-or-Refund

Note: It is very important to not register Traktor's Pro 4 serial number in Native Access!

You can do it for your keyboard though (and its own Traktor Pro 4 version) since you are planning to keep those.

Sunborn

You need to contact N.I. Purchase Support

Also, check this article and its links, for more info:

https://support.native-instruments.com/hc/en-us/articles/209568149-I-Would-Like-to-Request-a-Return-or-Refund

Note: It is very important to not register Traktor's Pro 4 serial number in Native Access!

You can do it for your keyboard though (and its own Traktor Pro 4 version) since you are planning to keep those.

LX World

It registers in Native Access automatically so you are automatically stuffed! Surely I can give them the license that comes with Traktor Kontrol S2 as proof that I have a duplicate license? I've been an N.I. customer since the year dot too if that counts for anything! I'm just getting into DJing

LX World

"You can do it for your keyboard though (and its own Traktor Pro 4 version) since you are planning to keep those."

If you mean Komplete Kontrol I don't own one of those.

Sunborn

https://community.native-instruments.com/discussion/comment/194785#Comment_194785

I meant your Traktor Kontrol S2, which of course is a controller not a keyboard… my mistake! 😊

PoorFellow

https://community.native-instruments.com/discussion/comment/194783#Comment_194783

Quote Sunborn : You need to contact N.I. Purchase Support

(tell them the situation as you did here and they will decide what to do)

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care .

LX World

I have registered the serial for my newly delivered (today) Traktor Kontrol S2 MK3 in Native Access but it doesn't seem to show up anywhere as registered

PoorFellow

https://community.native-instruments.com/discussion/comment/195023#Comment_195023

You should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page .

Else you need to contact N.I. Purchase Support or N.I. Account Support (tell them the situation as you did here and they will decide what to do). In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care .

LX World

Thank you @PoorFellow

LX World

I’ve still not had a reply from Native Instruments support.

LX World

ticket #4441715 if anyone from N.I. cares to take a look!

I have since sent several more requests about the same thing in vain! Is there anybody there or is the office empty?

PK The DJ

You first posted on a Sunday, so it's been less than two working days since you posted. You also do not need to send multiple requests. This will likely make things worse.

LX World

I have chats from 2 years ago that are still awaiting a reply! I think a lot of them go into the ether!

PoorFellow

@Jeremy_NI , the OP here could possibly need you to either follow up or at least give a comment ? (Ref. ticket #4441715 and this : I have chats from 2 years ago that are still awaiting a reply! I think a lot of them go into the ether! )

Jeremy_NI

Hey reveryone, as you may have noticed, we're in the middle of a big sales special so we have to process a lot of requests at the moment. My colleagues will get back to you as soon as possible.

@LX World Your request is in there, my colleagues will get back to you. No need to create new requests, it only slows down the process over all.

I'm not sure what happened 2 years ago but this is not the norm.

LX World

I’ve received a Credit memo - whatever that is. Can anyone explain?