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Other For Help With Dovetail Store Purchase Problems

Discussion in 'Technical Reports' started by TrainSim-Steve, Oct 22, 2020.

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  1. TrainSim-Steve

    TrainSim-Steve Staff Member

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    Hi Everyone,

    We've seen this come up multiple times so, for the avoidance of all possible doubt, here are some steps you should follow when running into problems when purchasing items from our store.

    Helpful Website Addresses
    When Making Purchases from the Dovetail Store
    • Our Dovetail Store provides Steam Codes only. We do not provide codes for any other platform on the store. Codes are usually sent immediately on completing a purchase but depends how you pay. If you've been provided with confirmation of your order, your code(s) should be available to unlock. If the Unlock Code button is missing, see the section
      What To Do When Things Go Wrong below.
    • Before committing to a purchase, be entirely clear what it is you are buying before you go through with the transaction. We get asked for help by many people who clearly have not read the store page or understood what it was they were buying.
    • If you're not sure what you're buying, ask for help before going through with the transaction. There are many helpful individuals on this forum that can provide advice or guidance on add-ons. If you want official help, you can submit a ticket to us at the Customer Support address above. Ensure you select Dovetail Store from the Department list.
    • If you do happen to purchase something by mistake (it does happen, even by the most vigilant and careful people) and are hoping to get a refund, DO NOT UNLOCK THE ACTIVATION CODE. By unlocking the code, you are waiving your right to withdraw from the transaction and cannot get a refund.
    Finding Your Orders and Codes
    • All orders that are placed on the store can be located by logging into the Dovetail Store, select Your Account, then from the dropdown menu, select Your Orders. Your most recent order will appear at the top.
    • To view the codes for your order, click View under the Download Page. Codes can then be unlocked from the Download Page.
    • Usually, if a payment is processed instantly, you will be presented with the download page immediately upon completing the transaction. However, payments are not always processed instantly and there may be additional checks that are carried out by your payment provider to prevent undesirable things occurring with your money. This will mean you won't get an email and the order will not appear in the Your Orders section of your Dovetail Store account until those checks have been completed. This is completely outside of our control and is entirely dependent on your payment provider. We usually find that most payments are processed within 2 hours but it can take as much as 5 business days to complete depending on how you paid.
    What To Do When Things Go Wrong
    1. Submitting a ticket to Customer Support at the address above is the easiest and fastest way to get help.
    2. Make sure you select the Dovetail Store department when submitting your ticket otherwise your ticket will go into a queue alongside all the other tickets we receive from players, which are answered in the order they are received and might mean you may not get a response for several days.
    3. It is essential you provide your order number in your ticket so we can find your order. If you've placed several orders, please provide each separate order number in your ticket. If you don't know what the order number is, you must then provide us with your name, the first line of your home address, and your account email address. For obvious security reasons, we cannot help if you are not the owner of the store account.
    4. If you've followed the steps above, we always aim to get back to you the same day you submit your ticket or, if submitted on an evening or weekend, the next business day.
    Steam Purchases

    Unfortunately, we can't help with Steam purchase problems, and you should direct your queries directly to Steam Customer Support. You can find the website address above or you can follow the steps below:
    1. Select Settings from the Steam menu.
    2. Select the Account tab, then, click the link to View Account Details (in the upper right of the window).
    3. From the Account Details page, click View purchase history (in the upper right of the page).
    4. Locate and click on the order you need help with.
    5. Select from the list of options on the page that matches what you're looking for. There are a number of options such as asking for a refund. If you're not sure what you need help with, select I have a question about this purchase.
    6. Follow the on-screen instructions and send a message directly to Steam Customer Support. It can sometimes take several days for them to get back to you so, be patient and wait for them to get back to you.
    Hopefully this answers most questions relating to store purchases but we will continue to update this post as we get feedback and questions in.

    Best, Steve
     
    Last edited by a moderator: Sep 13, 2021
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