I placed an order (111054420) at 5:20 PM Eastern Standard Time.  I payed for it by debit card, so the money was immediately deducted from my bank account.  During the checkout process I didn't see any notification that I wouldn't be able to download the product I paid for immediately.  After seeing the (Download Pending), for six hours, I decided to start looking around for the policies of the Renderosity Web site.

After looking for 15 minutes I still had not found any formal statement about the delay of downloading your purchases.  In this forums section, I've found comments referring to a 24 hour time frame.

The thought that I wouldn't be able to download my purchases immediately never crossed my mind.  Every other commercial, shareware, or digital product I've bought for the past five years, I've been able to download immediately.  I'm not saying that I wouldn't have bought the item, but I feel that it should have been made VERY apparent that there is a delay.

I expect that somewhere in normal or small print there is a statement about the policy.  My only issue is that it should have been made so apparent that you couldn't miss it.

So now that I've vented, I'll go back to waiting for my purchase to be made downloadable.

like wise here badgerorg........i recently placed an order ,with order number 111049298 last may 13.. its been ,what a week or so already..and my download is still pending...... and i already received the billof payment from the card company for those items i bought....what seems to be the problem....

Hi, Doug,

I understand the frustration.  It's frustrating to us that we have to go through a verification process to protect our valued members and merchants, as well as ourselves and you, the cardholder, from fraudulent purchases. 

I do apologize for the inconvenience.  The good news is this is a one-time only process, future purchases are available immediately.  This is part of making our site secure.  Seeing from our end what happens, it makes it necessary to take these steps. 

We post this information several places to try to make sure you don't miss the info. about the verification process.  We post it on your order confirmation page, the ebot receipt you receive, and in the Customer Support FAQ's.

I have verified your information and made your downloads available.  Please don't hesitate to let me know if you need further assistance!  :-)

Thank you for shopping @ the Marketplace!

Mendy Hicks

R'rosity Admin.

Your downloads are now available

Mendy Hicks
Renderosity Admin.
"If you want to make God laugh....tell Him your plans!"

Hi, j7569go,

Your situation is completely different from the described situation from above, which is why it is taking longer than usual.  There was some difficulty in verifying and there has been some trouble with the Credit Card Company, itself.  I have been corresponding with your sister, Melanie, about this purchase, since it was purchased with her card.  Please have her contact me at (866)220-2949 x21, so that we can finalize this for you to receive your downloads.  I am happy to help!

Thank you!

Mendy Hicks

R'rosity Admin.

Mendy Hicks
Renderosity Admin.
"If you want to make God laugh....tell Him your plans!"

Thanks for getting back to me so quickly.  I've downloaded the purchase, but haven't installed it yet. 

Just a thought along this subject.  Your system obviously is checking a flag to see if it is the first order for someone.  You might consider having the system put a check box on one of the pages in the payment process that says something to the effect:

I understand that my first order may take up to 24 hours to be processed, before I can download it.

If the checkbox isn't checked the system flags it as an error and tells the user they must check the box.  This way no one can say they weren't aware of the policy.  I don't know how often you get feedback on the subject, but I'm just offering up a way to eliminate it.

Regards,

BadgerOrg

Hi, Doug,

Thanks for the input.  We value any ideas we get from our customers.  We will keep that in mind as we make improvements!

 

Thanks,

Mendy Hicks

Mendy Hicks
Renderosity Admin.
"If you want to make God laugh....tell Him your plans!"