Well Wishes cloud row problem

Hi there, I need your help on this.

On March 17th, I bought the Well Wishes cloud row via Paypal but did not receive it. I then submitted a ticket to Bigpoint Customer Support with a screenshot of the transaction details, they replied that Paypal did not inform them about the payment and advised me to contact Paypal Customer Support.
I went to Paypal and explained everything to them, they confirmed that my payment was successfully completed. Also, they gave me a transaction ID which is the ID from Bigpoint's end and suggested me to provide it to them.
I, again, submitted another ticket to Bigpoint with 3 screenshots, one is the transaction details, one is their first reply, the other is the Paypal's reply. It was on March 18th and I still have not received their reply, plus the cloud row has also been greyed out

My question is, if the cloud row sale ends before the problem is solved, what will happen? Will I get a refund, and if so, will I be able to re-buy it? Or will I get the cloud row (even when the sale already closed)?

Thank you in advance.

 

I'm not a mod but you say the cloud row has been greyed out? Have you tried placing the deco items on it? Do you have the deco items for it in your inventory? (Call the Clouds, Digging Deep, Thirsty Work). The fact that it is now greyed out and not available for purchase sounds to me like it was finally credited to your account but it will be greyed out until you place the deco items on it.

 

Hi Noelle20001, thank you for your help. I'm sorry I was not clear about the cloud row status. It's icon still has a blue background instead of green, when I click on it, the sell window opens up and asks me which payment method I would like to use. It means somehow they did not receive my purchase

 

Understood. Good Luck!

 

Thank you again for your help, Noelle20001
Good luck on the game!

 

Hello nlth_svbl,

Did you receive an automatic reply to your latest Support inquiry? As it is the weekend, it may take a little longer for an answer.

Can I assist you with anything further?

 

Hi shooger.sweet, the latest email from Bigpoint that I received is the confirmation of receipt for my ticket, which was on March 18th, since then, I have not received any email from Bigpoint. I still keep logging in to see the status of my ticket, but it always says the ticket is being processed.
I just don't know what will happen if the sale event ends before the problem is solved

Hello shooger.sweet, I just got a reply from Bigpoint. It's worded exactly the same as the first one and sends me back to Paypal again (wonder why the autoresponder took so long to send a message). I'm gonna work with Paypal to get my refund since I'm tired of being sent back and forth.
Anyway, thank you for your help, and Noelle20001's as well!
You may close this thread.

 

Hello nlth_svbl,

On behalf of shooger and Noelle - you are most welcome!

I have looked over your logs and it looks like the purchase was successful on Monday, the 2016-03-21 at 12:20:18 CET, so the issue has been resolved it seems? I hope it was just a delay in processing the payment, but I am really sorry it took so long to get this sorted out. Could you confirm that everything is alright now, or perhaps the issue was reported for a different account?

Also, is there anything else we assist you with?
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Best regards,
teddy.bear