Hi there. So, I ordered a digital download copy of Norton 360 V. 5.0 yesterday, and I received an email stating that "Your Norton purchase is being processed and will be completed within approximately 4-8 hours. You will receive an email confirmation when your order is complete."
So I waited and waited, and no confirmation email ever came through (I did check my spam, not there either). And so I did one of those live-chat things, gave the person(AI?) my order number and they told me that the order had been canceled.
This is fine, but I remember reading on some Norton support page that if my order is canceled, I would receive an email saying as much, and I received no such email. This chat rep said that you don't always actually get an email. I would just like to know what exactly is going on with my order.
Welcome to our community. It sounds like you've already got all the information that's available. Unfortunately, there isn't much that Norton can do about what happens to an e-mail after they've sent it to you; perhaps you should contact your ISP if you're concerned that some of your e-mails aren't making it to you.
As to your refund/cancellation, it sounds like you're all set. If you used Live Chat (not "Nathan" --that's the AI) then you were communicating with a real, live Symantec employee who was actually accessing your records and cancelling the order in real time. So all you have to do now is check your account to make sure the charge doesn't show up. Note that the same person could just as easily have given you the information to activate your Norton product, that was contained in the missing e-mail.
We apologize for the inconvenience. The order will be cancelled in certain scenarios like if you are placing an from embargoed countries, if the transaction is not approved by your bank, No money in the account and also if you are placing the order from a suspicious IP address then the bank will not approve the transaction. All this cases your account will show you are charged but once the bank releases the funds the money will get back to the same account again.
"Thanks for choosing Norton to have your back online. By now, you should have received your confirmation email and activated your Norton 360™ subscription. Please add us to your address book so you don't miss important notifications from us."
Is this just a leftover from the canceled order, or did something else occur?
If the Order gone through successfully then it might be due to some time delay in the transaction verification. To verify that please Log in to your Norton Account from here.Once lpgged in you might have to confirm your order by entering the serial number, So look for the serial number in the Order Confirmation E-mail. If you've any other Issues regarding Installation we are here....
This is a follow-up e-mail from your original order. It just verifies that Norton did in fact receive and process your order and send you the information you needed to activate your product, but something en route or at your ISP filtered that confirmation e-mail out before it reached you. Keep an eye on your bank statements to make sure that, if the order went through, it has now been refunded: it looks like your order had been successfully processed by the time you were talking with the Live Chat folks, or this e-mail would not have been generated, so what Live Chat did for you was most likely a cancellation and refund of your subscription. If a charge posts, and you don't see a refund within a day or two, contact Live Chat again to follow up.
Keep us posted! We're here to help until you're ready to click that "Accept as Solution" button, to help other users encountering a similar issue more quickly find their way to an answer that has worked.
