Hello,
I ordered two DIY laptops to my address in Australia on Friday. I received no confirmation email or communication, however, the money was taken from my account.
On Sunday, the money was refunded - again, without receiving any communication from Framework.
Has anyone else had this experience? I am in need of a laptop ASAP, but have no idea if my order is still active, or if it is cancelled.
I have emailed Framework support twice and am yet to receive a response.
Thank you!
Framework staff do not necessarily work on the weekends so the question may not get addressed until Monday. The corporate office is on Pacific time.
We are just end-users on the forum here. (Welcome to the community BTW!)
Being as the orders were not received from whatever e-mail account was setup says something is not checking the boxes for an allowable order. This is not necessarily your issue, though there are a number of people that frequently attempt to order from Framework through freight forwarders, friends, different countries, etc. and as a result they have to take measures to ensure they are not selling products to places it is not currently allowed to be sold. Again, not saying this is the case here as I understand Australia is one of the countries allowed to order from Framework.
They are a really small company by comparison so your support ticket is in line with everyone else. If the funds were refunded it is safe to presume the order was cancelled. If the order was placed more than once for the same address and even if it used different payment methods, it may have been flagged as suspicious and automatically rejected. Again, this is just my armchair opinion.
Hopefully they will be able to address your issue at the start of this week.
When you emailed Support, did you received an auto-response?
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