Why is my order 'Under Review' AGAIN?

yooiki

This repeat is just ridiculous. Some people have been waiting for months after purchase. This practice of not delivering products even after recieving payments is just straight up scam. I will be filing a law suit in 2 days if you guys do not deliver my products cause this is just becoming a joke.

Jeremy_NI

https://community.native-instruments.com/discussion/46054/why-is-my-order-under-review-again

We might have some issues with some orders from time to time but it's usually an easy fix when you contact support. I see that you contacted our support about this issue yesterday and they already replied to you, we would recommend to continue the conversation with my colleagues to find out what the isuue is and fix it.

Jeremy_NI

https://community.native-instruments.com/discussion/46054/why-is-my-order-under-review-again

We might have some issues with some orders from time to time but it's usually an easy fix when you contact support. I see that you contacted our support about this issue yesterday and they already replied to you, we would recommend to continue the conversation with my colleagues to find out what the isuue is and fix it.

goingnoplacetoday

There needs to be some sort of process in place to stop orders from being under review especially when the payment is successful. That is not very good customer service. Worse.. no one is online during the weekend to speed these order through so we wait for our product that we paid for that is DIGITAL

Vocalpoint

https://community.native-instruments.com/discussion/comment/234002#Comment_234002

In all the dealings I have seen where "under review" is posted - this ends up being a cc issue, an address issue - some issue where your payment source, bank, personal info (or even location) is being audited.

I had an payment issue just the other day with Microsoft - who I have been a customer with since forever - and the cause ended up being a space in my postal code. Which is the international standard for postal codes from Canada. But not for MS and their payment processor…

Given the world we live in now - info security is paramount - both for you and for the vendor. Especially when a digital product is in play.

VP

goingnoplacetoday

https://community.native-instruments.com/discussion/comment/234005#Comment_234005

i suppose that makes sense. i changed the address from a really old one. Having modern auth like 2FA would make some of these audits a bit less needed.

Jeremy_NI

@goingnoplacetoday For any similar issue or question you may have on the topic, always feel free to contact our support: https://bit.ly/NI_Support_All

goingnoplacetoday

https://community.native-instruments.com/discussion/comment/234099#Comment_234099

I contacted support on the night of the order. No response as of yet. Still patiently awaiting my digital content.. lol

PoorFellow

https://community.native-instruments.com/discussion/comment/234140#Comment_234140

I contacted support on the night of the order. No response as of yet.

It's Monday today , please notice that N.I. Support usually do not work weekends, so you can add the weekend to any response time in workdays.. But unless there is a sale going on or something else then N.I. ought to respond within a few workdays.

Ojustaboo

Just a thought on this,

It’s a pain if you are the customer (would really frustrate me), but I suspect that even though the payments gone through, somethings been flagged and something somewhere needs to check the payment has actually been made by you and not by some criminal.

With more and more online crime, I suspect such checks will sadly have to increase.

goingnoplacetoday

https://community.native-instruments.com/discussion/comment/234188#Comment_234188

one business day in, and it's still under review. No download sent to my email nothing.