NCSoft charged me the wrong costume... - Guild Wars Forums

Killed u man · Nov 20, 2010, 12:59 AM // 00:59

Ok, so I purchased the wedding costume, or atleast I thought so, as a birthday gift for my girlfriend. I made another thread about this issue in particular, but I managed to log onto her NCSoft Master acount, and do the digital purchase via Paypal.

It actually went really smooth, (to my surprise) and 1 minute later, I had the "succesfull purchase" page. She tried on the costume, which she loved (they really are the best costumes by far), while I found out on Paypal that they deducted 12 euro instead of 9 for the wedding costume. I triple checked that I clicked on the wedding costume when I was in the NCSoft Store. (I'm a control freak, I always have to triple check)

Now, you need to know that reason I purchased the Wedding Costume over the whole pack in the first place was because I only had 10 euro left on my Paypal, and everything going over it would have been subctracted from my MasterCard which would cost me 5 euro per transaction.

So I now have 0 euro left on my Paypal, and 2.99 will be substracted from my Mastercard, topped by a 5 euro fee. So in essence, I now will pay 18 euro for something that should've cost me 9 euro...

I've already send an email to NCSoft, littereally 1 minute after making the purchase and noticing they made a mistake, and I have good faith that this issue will get fixed soon, however:

When they restore the 12.99 euro to my acount, what will happen to the 2.99 that got substracted from my mastercard? I still have to pay the 5 euro Mastercard Fee or not?

So to keep it really technical:

If a company reduces your Paypal balance acount below zero, it automatically substracts the money from the linked Visa/Mastercard, which in turn will cost you a 5 euro fee.

If they, however, afterwards refund the money, as if the transaction was never made, do you still have to pay the 5 euro fee? And if so, is there any way I can get a refund for this money, as it was NCSoft's fault after all for charging me the wrong product...

As a 20 year student I really don't have the luxery to throw money away. I won't starve from loosing 5 money, but it sure as hell could've served better uses...

I have the feeling this is going to be -another- expensive joke solely because they can't get their website going straight.

Kumu Honua · Nov 20, 2010, 02:27 AM // 02:27

What does the receipt say that you bought?

Wedding costume pack, or Wedding couple pack?

Even triple checking, those two are VERY VERY similar and explain the price difference.

Bellatrixa · Nov 20, 2010, 02:34 AM // 02:34

I believe it's similar as to if any company overcharges you no matter the payment method and it causes an extra charge... If you can prove to your bank that it was not your error, they should drop the additional charge. However, that depends on the bank, the country you're in etc etc. The best thing you can do is pitch it to your actual bank and see what their reaction is :/

Have to say that most banks here LOVE extra charges and trying to get them refunded is more time and effort than it's actually worth, especially when the amount is less than ??100.

Killed u man · Nov 20, 2010, 02:45 AM // 02:45

Euhm, Kuma, I actually did get the whole costume pack, so in that aspect, I wasn't wrong.

It's just that I CLICKED on the wedding costume, yet it bought me the whole costume pack.

So I did, in fact, recieve all costumes, whereas I only wanted to buy the wedding one.

There is 0% chance I clicked the wrong product, as I always triple check with these online purchases. I littereally hovered my mouse over the product (the single wedding one) and I read the text like 3 times, aswell as the picture which clearly shows only 1 (well 2, male and female) costume. An error was made on their part...

Bellatrixa · Nov 20, 2010, 02:54 AM // 02:54

Just did a little test with the URLs on the pages:

item_id=302 - Should be the Wedding costume ONLY does point and bill for the set

item_id=304 is the set of all 3 costumes.

So yes, they have indeed screwed up :/

First picture shows what happens when you click to buy the Wedding Costume alone, second is for the set. You can see the item_ids I was on about in the address bar.

Kumu Honua · Nov 20, 2010, 03:17 AM // 03:17

Quote:

Originally Posted by Killed u man

Euhm, Kuma, I actually did get the whole costume pack, so in that aspect, I wasn't wrong.

I didn't say you were wrong.

Sorry for trying to assist.

Good day to you sir.

**cosyfiep** · Nov 20, 2010, 03:28 AM // 03:28

you can contact paypal and ask them, or your bank as to how they handle things like this.

Bellatrixa · Nov 20, 2010, 03:37 AM // 03:37

I think the stumbling block you will have is that they'll say that you should have checked before proceeding with the purchase as you could see the price was wrong. I mean, the only way to get past the screen I posted and proceed with the transaction is to accept the price :/ I'm not saying they're in the right (as yes, their directs are broken), just trying to hypothesise what their argument will be.

Quote:

Originally Posted by the online store page at the bottom

*Player is responsible for all applicable internet fees.

This is also stated on the item info page in the store.

:/

Killed u man · Nov 20, 2010, 04:43 AM // 04:43

Quote:

Originally Posted by Kumu Honua

I didn't say you were wrong.

Sorry for trying to assist.

Good day to you sir.

Ow, I dind't mean it offensive, I apologize

I should've clearified my OP, aswell as my reply to you.

@ The guy posting the screens:

This indeed prooves they made a mistake, and therefore I should be able to get a full refund, right? (Including every additional cost I might recieve as the result of their error?)

Also, shouldn't this be like, a major issue as the difference between 1 costume set and the whole pack can go up to 6 euro, which in terms of micro transitions is alot of extra money to pay for something you didn't order...

Bellatrixa · Nov 20, 2010, 05:06 AM // 05:06

Quote:

Originally Posted by Killed u man

@ The guy posting the screens:

This indeed prooves they made a mistake, and therefore I should be able to get a full refund, right? (Including every additional cost I might recieve as the result of their error?)

Also, shouldn't this be like, a major issue as the difference between 1 costume set and the whole pack can go up to 6 euro, which in terms of micro transitions is alot of extra money to pay for something you didn't order...

Girl, actually ??_??

Yes, it shows that their website is directing to the wrong transaction page HOWEVER they have what appears to be a disclaimer that shows that the finalisation of the purchase is YOUR doing and that as a result they are not liable for any errors YOU make. As I said, the only way you would have bought the item is by accepting the ??9.99 (or whatever it is in your currency) price and proceeding with the transaction. You claim that you checked what you were buying, but no offence, I would have noticed that straight away if I knew what I was buying was less than what was being asked. The name of the item isn't even that of what you were trying to purchase. The item names are SIMILAR, yes. But the thing is, like I said, you have to get past that screen I posted to get the item, which means that you agree to taking full liability for the transaction. The reason for that page is to make sure that you are certain about what you're buying, agree with the price etc etc. You said you noticed the error on Paypal so you clearly weren't paying attention on the site when buying the costumes, sorry. Having worked in retail management I have a rough idea of how most Customer Services and sales teams work :P

tl;dr version: Yes they've cocked up with their webpage coding but you also cocked up by going ahead with the transaction and not declining it based on the price. You MIGHT get lucky, but in all honesty, I doubt it. Be more careful and read what you're paying for before you hit "Pay".

Nov 20, 2010, 12:59 AM // 00:59	#1
Killed u man Forge Runner Join Date: Feb 2006	NCSoft charged me the wrong costume... Ok, so I purchased the wedding costume, or atleast I thought so, as a birthday gift for my girlfriend. I made another thread about this issue in particular, but I managed to log onto her NCSoft Master acount, and do the digital purchase via Paypal. It actually went really smooth, (to my surprise) and 1 minute later, I had the "succesfull purchase" page. She tried on the costume, which she loved (they really are the best costumes by far), while I found out on Paypal that they deducted 12 euro instead of 9 for the wedding costume. I triple checked that I clicked on the wedding costume when I was in the NCSoft Store. (I'm a control freak, I always have to triple check) Now, you need to know that reason I purchased the Wedding Costume over the whole pack in the first place was because I only had 10 euro left on my Paypal, and everything going over it would have been subctracted from my MasterCard which would cost me 5 euro per transaction. So I now have 0 euro left on my Paypal, and 2.99 will be substracted from my Mastercard, topped by a 5 euro fee. So in essence, I now will pay 18 euro for something that should've cost me 9 euro... I've already send an email to NCSoft, littereally 1 minute after making the purchase and noticing they made a mistake, and I have good faith that this issue will get fixed soon, however: When they restore the 12.99 euro to my acount, what will happen to the 2.99 that got substracted from my mastercard? I still have to pay the 5 euro Mastercard Fee or not? So to keep it really technical: If a company reduces your Paypal balance acount below zero, it automatically substracts the money from the linked Visa/Mastercard, which in turn will cost you a 5 euro fee. If they, however, afterwards refund the money, as if the transaction was never made, do you still have to pay the 5 euro fee? And if so, is there any way I can get a refund for this money, as it was NCSoft's fault after all for charging me the wrong product... As a 20 year student I really don't have the luxery to throw money away. I won't starve from loosing 5 money, but it sure as hell could've served better uses... I have the feeling this is going to be -another- expensive joke solely because they can't get their website going straight. Last edited by Killed u man; Nov 20, 2010 at 01:07 AM // 01:07..

Nov 20, 2010, 02:54 AM // 02:54	#5
Bellatrixa Lion's Arch Merchant Join Date: Oct 2010 Location: Under a blanket drinking tea and being British n_n Guild: Brothers of Other Mother [BoOM] Profession: N/	Just did a little test with the URLs on the pages: item_id=302 - Should be the Wedding costume ONLY does point and bill for the set item_id=304 is the set of all 3 costumes. So yes, they have indeed screwed up :/ First picture shows what happens when you click to buy the Wedding Costume alone, second is for the set. You can see the item_ids I was on about in the address bar. Last edited by Bellatrixa; Nov 20, 2010 at 03:09 AM // 03:09.. Reason: Added pictures to explain what I mean

Nov 20, 2010, 03:28 AM // 03:28	#7
cosyfiep are we there yet? Join Date: Dec 2005 Location: in a land far far away Guild: guild? I am supposed to have a guild? Profession: Rt/	you can contact paypal and ask them, or your bank as to how they handle things like this. __________________ where is the 'all you can eat' cookie bar?

Nov 20, 2010, 02:27 AM // 02:27	#2
Kumu Honua Jungle Guide Join Date: Feb 2008	What does the receipt say that you bought? Wedding costume pack, or Wedding couple pack? Even triple checking, those two are VERY VERY similar and explain the price difference.

Nov 20, 2010, 02:34 AM // 02:34	#3
Bellatrixa Lion's Arch Merchant Join Date: Oct 2010 Location: Under a blanket drinking tea and being British n_n Guild: Brothers of Other Mother [BoOM] Profession: N/	I believe it's similar as to if any company overcharges you no matter the payment method and it causes an extra charge... If you can prove to your bank that it was not your error, they should drop the additional charge. However, that depends on the bank, the country you're in etc etc. The best thing you can do is pitch it to your actual bank and see what their reaction is :/ Have to say that most banks here LOVE extra charges and trying to get them refunded is more time and effort than it's actually worth, especially when the amount is less than ??100.

Nov 20, 2010, 02:45 AM // 02:45	#4
Killed u man Forge Runner Join Date: Feb 2006	Euhm, Kuma, I actually did get the whole costume pack, so in that aspect, I wasn't wrong. It's just that I CLICKED on the wedding costume, yet it bought me the whole costume pack. So I did, in fact, recieve all costumes, whereas I only wanted to buy the wedding one. There is 0% chance I clicked the wrong product, as I always triple check with these online purchases. I littereally hovered my mouse over the product (the single wedding one) and I read the text like 3 times, aswell as the picture which clearly shows only 1 (well 2, male and female) costume. An error was made on their part...