Order placed but nothing shows up in order section on the website

[blues]

I placed an order for a reference 5080 waterblock on March 28th and was sent an order number (30196634) but on the Alphacools website "orders" section it just says "You have not placed an order yet". I would like to know if this is a bug or if its because my order isnt being processed yet.

Also, what does it mean that if I dont receive a confirmation of delivery or the product hasnt arrived within 2 weeks then i am no longer bound to my order? Does that mean i get a refund and have to place a new order if i still want the product?

 

[Eddy]

If you were not logged in at the time of your order, it will not appear in your account later either. Unfortunately, it is not possible to link the order to your account afterwards. However, your order is definitely registered in our system.

 

[junbon]

It sounds like you're experiencing some issues with your order for the reference 5080 waterblock. The fact that you received an order number but cannot see it in the "orders" section on the Alphacool website could indicate a processing delay or a bug in their system. It's best to reach out to Alphacool's customer service for clarification on the status of your order.

Regarding the statement about not receiving a confirmation of delivery or the product not arriving within two weeks, it typically means that if the order isn't fulfilled within that timeframe, you are no longer obligated to complete the purchase. In such cases, you would likely be eligible for a refund, and if you still want the product, you would need to place a new order. It's advisable to confirm these details with their support team for specific policies related to your order.

 

[Eddy]

@junbon
That’s a well-meant explanation, but it’s not entirely accurate.
The cooler is simply out of stock and has a long lead time due to extremely high demand. The reason the customer can’t see the order in their account is because they weren’t logged in when placing it. That’s why the order status isn’t visible. Unfortunately, our system doesn’t allow us to link an order to a customer account after the fact — admittedly, that’s a bit of a flaw in how our system works.
A shipping confirmation can only be sent once the order is actually shipped, which isn’t possible at the moment since the cooler is not in stock.
You can always cancel a purchase — all it takes is an email to our support team requesting a cancellation. There’s no time limit on this. Even if the item is already on its way, you can simply refuse delivery and the order will be cancelled. However, the refund will only be issued once the item is returned to us. But in general, there’s no time restriction for cancellations. You can place an order and cancel it five minutes later — it’s never a problem.

 

[jandrews4u2]

@junbon
That’s a well-meant explanation, but it’s not entirely accurate.
The cooler is simply out of stock and has a long lead time due to extremely high demand. The reason the customer can’t see the order in their account is because they weren’t logged in when placing it. That’s why the order status isn’t visible. Unfortunately, our system doesn’t allow us to link an order to a customer account after the fact — admittedly, that’s a bit of a flaw in how our system works.
A shipping confirmation can only be sent once the order is actually shipped, which isn’t possible at the moment since the cooler is not in stock.
You can always cancel a purchase — all it takes is an email to our support team requesting a cancellation. There’s no time limit on this. Even if the item is already on its way, you can simply refuse delivery and the order will be cancelled. However, the refund will only be issued once the item is returned to us. But in general, there’s no time restriction for cancellations. You can place an order and cancel it five minutes later — it’s never a problem.

How to cancel? I would like to cancel and reorder under my account since it seems like there no way to track your order if it was placed without an account.

 

[Eddy]

@jandrews4u2
You onkly need to write a mail to info@alphacool.com
Actually, you should receive a tracking number even if you weren't logged into your account when you placed the order. There was a time when that didn't work because we were working on the automated email system, but it's working again now.
In case of emergency, just contact our support.