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Purchase failed but credit card was charged


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I placed an order for ESS Premium two days ago, and it was prompted that the payment failed (I didn't remember the wrong reason for the prompt), but when I checked the bill later, I found that the transaction had been credited and my credit card limit was used.

After I tried to contact yours via tech support, I didn't even get the auto-response emails. I'm worried that it's a problem with my email that I haven't received your reply, so I'll contact yours here again.

My order email is 1033008052#qq.com(# to @) and the credit card was a MasterCard ending in 2572. I would like to receive this product and if the reason for the failed payment is not my problem, I hope yours can ship it to me.

I didn't buy it through any distributor because the only distributor in Hong Kong doesn't offer ESS Premium, only EAV and EIS. I buy it on https://www.eset.com/int

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sorry i don't remember the final url.

I remember the interface in English, the domain name should stay at eset.com, I just got the name of the payee from the bank statement, I hope it will come in handy.

“ESET WWW.ESET.COM SAN DIEGO CA"

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17 minutes ago, Marcos said:

What was the url of the e-store that you were redirected to after attempting to purchase at https://www.eset.com/int ?

sorry i don't remember the final url.

I remember the interface in English, the domain name should stay at eset.com, I just got the name of the payee from the bank statement, I hope it will come in handy.

“ESET WWW.ESET.COM SAN DIEGO CA"

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20 minutes ago, Marcos said:

What was the url of the e-store that you were redirected to after attempting to purchase at https://www.eset.com/int ?

At the same time I got the exact time I made the payment from the bank.

2021-06-05 20:34(+8 Timezone)

Converted to GMT, it should be

2021-06-05 12:34

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21 hours ago, Marcos said:

What was the url of the e-store that you were redirected to after attempting to purchase at https://www.eset.com/int ?

Anything update Marcos?

Tomorrow is the billing day for my credit card, this is the last chance for a refund.

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  • Administrators

Please contact ESET, LLC directly. I'm just a mediator between you and them and they were unable to find any account with the @qq.com email address. The contact form is available within the troubleshooting wizard https://go.eset.com/contact-support/.

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1 hour ago, Marcos said:

The contact form is available within the troubleshooting wizard https://go.eset.com/contact-support/.

Should not this link be used instead: https://www.eset.com/us/support/contact/ ?

Since OP is located in Hong Kong, will he not be redirected to Eset - Hong Kong instead of Eset N.A. ?

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I also see issues here with Eset N.A. providing a license to someone  residing in Hong Kong. Eset licenses are country specific. As such, I don't know how it was possible to purchase an ESSP license at Eset International web site for someone residing in Hong Kong since that purchase option doesn't exist.

At best, I expect Eset N.A. to only issue a refund for the purchase in the form of a credit card credit.

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8 hours ago, itman said:

Should not this link be used instead: https://www.eset.com/us/support/contact/ ?

Since OP is located in Hong Kong, will he not be redirected to Eset - Hong Kong instead of Eset N.A. ?

I'm not sure if this is caused by my credit card, because the credit card I use is a Mastercard with a single USD currency and does not support HKD currency.

I did not go directly through the local agent in Hong Kong (Version 2 Limited) because they only provide EAV/EIS, no ESS Premium.

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16 hours ago, Marcos said:

Please contact ESET, LLC directly. I'm just a mediator between you and them and they were unable to find any account with the @qq.com email address. The contact form is available within the troubleshooting wizard https://go.eset.com/contact-support/.

I just got in touch with ESET's resellers in Greater China (Version 2), they told me that the information I got before was wrong, they actually sell ESS Premium, but only in Hong Kong, not in mainland China , I have reordered ESS Premium with their help.

So now my only appeal is a refund for that wrong order.

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1 hour ago, zjl88858 said:

So now my only appeal is a refund for that wrong order.

You're best bet for resolution on this is to contact Eset - Hong Kong and have them contact Eset North America to request a purchase refund on your behalf. You will have to provide all original purchase details such as that you posted in this thread.

I all else fails, you can contact MasterCard and dispute the purchase charge made by Eset N. A.. Note this must be done within 30 days from the date of the statement date showing the disputed charge.

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