You have my money, now where's my product id?

New Here ,
Feb 15, 2013

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Ordered my product onlinen through Adobe's website, paid for it via Paypal and then Adobe sends me an order cancellation an hour after Paypal submits payment.  I did not authorize an order cancellation and no reason was offered as to why my order was cancelled.  Called Paypal and they did not receive an order cancellation so they cannot request a refund for my payment.  Called Adobe customer service, sales, and billing....no one there seems to be able to locate my order even though I have a copy of my order number.  Billing has accused Paypal of submitting an unauthorized payment and says Adobe cannot keep the payment or apply it to a non-existent order and that Adobe cannot send back the payment because Paypal made the mistake.  Sales cannot find that an order was ever made.  Customer service cannot find my previous Adobe purchases (I have made several over the past decade) in order to back trace my order and see if there was a mistake in the system.  Please just refund my money or give me my product IDs.  Your Office of the President can contact me if no one is able to resolve this issue.

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You have my money, now where's my product id?

New Here ,
Feb 15, 2013

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Ordered my product onlinen through Adobe's website, paid for it via Paypal and then Adobe sends me an order cancellation an hour after Paypal submits payment.  I did not authorize an order cancellation and no reason was offered as to why my order was cancelled.  Called Paypal and they did not receive an order cancellation so they cannot request a refund for my payment.  Called Adobe customer service, sales, and billing....no one there seems to be able to locate my order even though I have a copy of my order number.  Billing has accused Paypal of submitting an unauthorized payment and says Adobe cannot keep the payment or apply it to a non-existent order and that Adobe cannot send back the payment because Paypal made the mistake.  Sales cannot find that an order was ever made.  Customer service cannot find my previous Adobe purchases (I have made several over the past decade) in order to back trace my order and see if there was a mistake in the system.  Please just refund my money or give me my product IDs.  Your Office of the President can contact me if no one is able to resolve this issue.

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Feb 15, 2013 0
New Here ,
Feb 15, 2013

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oh, and I've been hung up on by your customer service and billing department while in the process of trying to resolve this issue.

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Feb 15, 2013 0
Most Valuable Participant ,
Feb 15, 2013

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Unfortunately, you are not addressing Adobe here, just fellow users who cannot do anything to help you with this. And this thread is only for discussions on the forums themselves.

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Feb 15, 2013 0
Adobe Employee ,
Feb 15, 2013

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Hi Cecille,

I'm sorry to hear you're having trouble.  What product were you purchasing? Did you receive an order number with your confirmation?

-David

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Feb 15, 2013 0
New Here ,
Feb 15, 2013

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Acrobat XI Pro.  The order number is AD001893533.

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Feb 15, 2013 0
Adobe Employee ,
Feb 15, 2013

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Could you check that order # again? When I pull up AD001893533, it's for a Lightroom 2 order from 2008. When I looked up the @greenmba.com Adobe ID you used to post on the forums, I don't show any orders at all. I tried searching our database using your first and last name and only returned the same Adobe ID with no orders.

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Feb 15, 2013 0
New Here ,
Feb 15, 2013

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That is the order number on my email confirmation and on the order cancellation sent an hour later.  It appears your system is reusing order numbers from years ago.  Your customer service ran into the same problem and said that order was for someone named "Mark".  My order was placed on 2/14 at 11:32 PM PST.

I am not posting my Adobe ID on here since it is my email address.

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Feb 15, 2013 0
New Here ,
Feb 15, 2013

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Also, the fifth customer service rep I spoke to said Adobe has been having issues with old order numbers being reused accidentally, but he did not know what the fix was.  He attempted to transfer me to his supervisor, but hung up on me instead.

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Feb 15, 2013 0
Adobe Employee ,
Feb 15, 2013

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Can you send me a private forum message with your Adobe ID?

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Feb 15, 2013 0
New Here ,
Feb 16, 2013

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Sent.

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Feb 16, 2013 0
Adobe Employee ,
Feb 17, 2013

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Hi Ryan,

Here's what I believe has happened with your order so far:

  • You attempted to purchase Acrobat XI Student & Teacher Edition on Feb. 15th
  • Your first attempt, AD001893533EDU, was denied, not sure if it was an NSF issue with PayPal or some other problem.  Whatever the problem, this was the same order you received some sort of cancelation notice about.
  • A second attempt at purchasing Acrobat XI Student & Teacher Edition was made approximatly 16 hours later.  The order number for this transaction is: AD001895288EDU
  • This order has been hasn't made it all the way through the system yet. It appears payment was received, but that it's still moving through our system.

Did you receive an order confirmation email for AD001895288EDU?

-David

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Feb 17, 2013 0
New Here ,
Feb 19, 2013

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I have not received anything, and I certainly did not place a 2nd order.  I just checked my Paypal account and there are indeed multiple payments sent to Adobe.  Both were completed, so now I am out $119 twice with no software delivered.  What is going on????

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Feb 19, 2013 0
dave_m_k LATEST
Adobe Employee ,
Feb 20, 2013

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Hello Ryan,

I'm really sorry for this.  I've got my team working on this trying to get it sorted out ASAP. 

-David

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Feb 20, 2013 0