Laura- Unfortunately, it was Digital River you were dealing with, not Curious Labs. I will forward your comments on to our representatives there, and my greatest apologies, but please note it was not Curious Labs who lost your payment. It was Rita (not another customer) who emailed me directly who got my email from a long time customer I have worked with. I emailed back yesterday morning immediately after getting her email (as most customers who work with me directly and with Curious Labs directly will find) and the situation was exactly as described, her serial number was marked used, admittedly by her, and there was no recourse through the online store because once a serial number has been marked used, the system does not discriminate between customers. Rita, I got your email direct to my email and replied yesterday at 8am and reforwarded to the email address today before I left to lunch. I am unsure as to why you are not getting my replies. Please submit an email through the online customer service form on the website and I will attempt to reply via there, if for some reason you are not getting my direct email. I will also try and PM you the details I emailed right now. My apologies, we are trying to help! To everyone... Please use the links above to contact both us and Digital River. We are experiencing high volume, but really are trying to get to most things as rapidly as we can and email to Curious Labs via the web form is your best bet! (Please do not email the wrong addresses posted at the top which go to no one and are not working addresses for direct email.) Sorry for the confusion! Tori