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18 October 2011 @ 03:15 pm
anyone else get a confirmation email but the order is missing?  
I made an order for Pocahontas, Jasmine, and Tiana.  I managed to get through paypal... but it froze after returning to the Disney site.

this is what the confirmation email says:

this is what disneystore.com shows me under order tracking:

this is the confirmation email from paypal:

and this is my credit card activity:

paypal always takes a while to process.  I have another ACTIVE order on disney right now, which paypal hasn't processed.  but it shows what I ordered (animator's dolls) and looks normal.  paypal always takes a few days.

I just got off the phone with a disneystore rep, and she cannot see my order at all.  all she could offer was paypal's # (insistingly as if it was their problem).

I have read here before, like with Snow White, several of you had ordering issues.

how did you get your dolls?  what happened?  what advice can you give me when I call back later?

ETA: the red blocks are information that I've hidden, like my address, phone #, and other credit purchases.
Current Mood: depresseddepressed
disneydreamer71disneydreamer71 on October 18th, 2011 10:53 pm (UTC)
Same type of issue here
While I am saddened to see someone else with a problem, I have to admit I'm a bit relieved I wasn't the only one this happened to.

I ordered Rapunzel and Pocahontas. This was before either one was sold out. Had the issues ordering everyone had, but I finally got a confirmation email. I didn't notice until about 10 minutes late that the confirmation email said "Dear null," ... and the spot for the order time and date was blank. My name and address was below it though, and so was my correct order and shipping method, tax info, etc. I didn't use PayPal, just a CC; so it's not a PayPal problem.

My order also doesn't show up in Disney's system at all, not by the online tracking or over the phone. They have no idea what happened to it. I emailed guest services too, and nothing so far.

What is odd is I called the CC company, and Disney has put a pending "charge and hold" on my card for $0. That lady said it is common for records to say $0 for a few days.

I can't figure out what happened! I hope we both end up with good luck and get our dolls!
(formerly emharri): jasminerizbef on October 18th, 2011 11:04 pm (UTC)
Re: Same type of issue here
you can't even see yours in the online tracking? mine at least shows there...

I know it's not a paypal/credit card problem. it's a disneystore freezing up every few seconds while we tried to order problem :\

yeah, my order was put through before those 3 were sold out. I originally had all 5 in my basket, but disneystore said Rapunzel & Aurora were sold out and removed them from the basket.

I read on the facebook page a lady's order had already been closed! mine doesn't say active or closed... :\

I hope you get your dolls too!
disneydreamer71disneydreamer71 on October 18th, 2011 11:42 pm (UTC)
Re: Same type of issue here
Ah, I didn't even think to check order history for my account. You are right, it's there. When I entered the order number and info on it's own, it showed nada.

My message is exactly the same as yours, except instead of references to PayPal it says:

Payment Type:
Card #:

But both lines are blank. So is the "Billing info" section. But that makes no sense, because they DO have the CC info. Otherwise, they wouldn't have been able to put a hold on the card in the first place.

I've had my share of DS.com issues over the years, but I've never seen anything like this. Talked to 3 different CMs on the phone, and no one has a clue. One tried to say I must have entered "Null" somewhere as my first name. Umm, no. Not so much.

I will keep you updated on what happens with my order, and I hope you will do the same with yours! At least we're in an odd boat together!
hachimitsu_inkhachimitsu_ink on October 19th, 2011 12:53 am (UTC)
Re: Same type of issue here
its a good thing you updated and take screen shots for fellow proof.

there is a big chance you can actually obtain information and report paypal.com and know if it actually made it through
if the payment goes through and you got both the disney reciept and the paypal reciept, then it shoudl be good to go..

but keep in mind, there are times where traffic flows too much and they had to immediatly shut it down and process those who actually made it!

really sorry if your having issues, also keep this in mind the CM's phone service may help you but I am very certain they only know the Billing part, and not the technical part. What you have is BOTH so its going to be rare to find someone to know your understanding situation!
(formerly emharri): belle sadrizbef on October 19th, 2011 11:02 pm (UTC)
Re: Same type of issue here
my order was closed :'(
(formerly emharri): headacherizbef on October 20th, 2011 05:31 am (UTC)
Re: Same type of issue here
I'm so confused now! Disney just sent me an email saying my order IS being shipped...but the order status on the website says closed! @_____@

"Dear Elizabeth,

Thank you for your email and the chance to help!

Upon reviewing your concern, I am happy to inform you that your order is being processed to be shipped to you. Please allow 7-9 business days to receive order. If this does not resolve your concern or if you have additional questions or concerns, please feel free to contact us at (800) 328-0368. "
(formerly emharri): best day ever - aurorarizbef on October 20th, 2011 04:56 pm (UTC)
Re: Same type of issue here
OK! so here's the latest as of 11:52am (my time) October 20, 2011:

MY ORDER IS BEING PROCESSED!!!!!!!!!!!!!!!!!!!!!!

I called today, and the lady on the phone said what happened is my order went through twice... so the one showing on the disneystore.com order history is the duplicate, which isn't possible as we could only get 1 of each doll. so the website is showing me the canceled duplicate order... -___-

But the lady on the phone was looking at my actual order and said I have the 3 dolls reserved and processing!

I really hope your order goes through, and I definitely advise calling the store, 1-800-328-0368
disneydreamer71disneydreamer71 on October 20th, 2011 08:25 pm (UTC)
Re: Same type of issue here
I am so glad it worked out for you, and I hope everything arrives correctly.

What happened to me is a long story, but my order was closed as well, just like yours. I actually saw your post, rushed to check my order again, and saw it closed. The phone CMs were utterly unhelpful, and one was downright rude.

Long story short, I turned to the Disney Store's Pres. on Twitter asking for help. Voila: My dolls shipped out today! :D

We had to call them this AM to get the correct CC info to them, but all is well. They said they believe what happened was the website somehow read the CC info I had used (the CC was on file) and turned it into nothing but a blank space. That sent it to a dummy charge card, and because of that the order was initially closed. What a mess.

I'm relieved, but not totally-- Won't be until the dolls actually get here.
(formerly emharri): jasminerizbef on October 21st, 2011 03:08 am (UTC)
Re: Same type of issue here
yay!!!!! I'm so glad both of our orders are being sent! ^__^
(formerly emharri): belle sadrizbef on October 19th, 2011 11:00 pm (UTC)
it's official, my order is closed :(
(formerly emharri): furious - twilight sparklerizbef on October 20th, 2011 04:34 pm (UTC)
UGH. yesterday I got a hopeful email, and now today they sent another saying it's NOT shipped.

"We are sorry to inform you that the following
merchandise was not available at the time your order
was filled. You have not been billed for these
items. We apologize for any inconvenience
or disappointment this may cause."

-___- those dolls were NOT sold out yet!!!!! Disney, I feel cheated!!!!!