Deleting recurring sale

[Steven_M]

Hi @Grantly

Thanks for confirming that information.

I've sent you a direct email with all the details in regards to getting that file sent in for an investigation and possible repair. All the information required is included in the email but do let us know if you have any questions about the process.

[Grantly]

Thanks Steven.

I have followed through on the email. Posted the saved file to the link dropbox. They have identified that yes I do have a problem, and I think (?) they are repairing. 

I will post in a couple of days when I know if they respond to close this thread or continue it.

[Steven_M]

Hi @Grantly

Just speaking with the Data File Repair team they have indicated that we have received the file but have sent you a reply email in regards to a back order situation. This was sent through to yourself on 04/09/2017 around 1pm. I would recommend checking that email (might be located in your junk folder) in relation to that transaction and replying if necessary.

[Grantly]

Thanks mate.

I have 2 emails on that date.

1st says- "The Data File Repair should take 1-3 Business days to complete, but it’s best to allow up to 10 business days." (seemed to be a auto generated email)

2nd at 1.26pm was from team member- "I have investigated the particular order and found that it has the reference to the back-order 1016 for $ 74. The original order for $0 has no detail line .  If you want i can delete it for you." (I responded to this but no response back.)

On the 5th at 3.23pm I received a auto generated asking for feedback about the service. 

So with your assurance Steven, I will assume the team are working on the file and they will communicate how to proceed when done?

[Steven_M]

Hi @Grantly

Looking into the history of that ticket we are unable to see the reply to the email that was sent on 04/09/2017. If you could resend that reply the team would be able to action the request further.

[Grantly]

Hi Steven,

They may want to check their junk mail filters.

1st time I replied was 4/9/17 1:39pm

2nd time I replied after hearing nothing from them was on 5/9/17 at 10:44pm

3rd time I tried to contact them as you suggested, was just now... with read receipt and delivery notice activated 7/9/17 at 1:11pm message reads as follows:

"Hi Tharminy Kathir,

Please go ahead and repair the file.

regards Grant"

[Steven_M · Accepted solution]

Hi @Grantly

Even though we have yet to receive that reply email for some reason, I understand that the team have fixed and returned the file to yourself.

Do let us know how you get on and if you require further assistance.

[Grantly]

Thanks again.

Yep received the reply from them. Downloaded the fixed file and seems fixed!!!

As I mentioned above I sent a 3rd response to them with "request read receipt" and "delivery notification". No response have been delivered to me.

So perhaps a checking of your teams junk filters is very very much warranted.