Jump to content
UltiMaker Community of 3D Printing Experts

Payment Lost

Recommended Posts


On 5th november i ordered two stepper drivers and some filament from the web side.

The payment was charged automaticaly to my debit card but i didn't received any confirmation e-mail. It was strange. After few days without news, just the same state in my acount as "balance due" i contact sales and they told me they were waiting the payment (strange cause debit card is charged instantaneity) no more news, yesterday i contact again and they told me they have no proof for the payment, even it was taked from my account at the same time i did the order.

I can not belive it. How is posible to lose one transfer?

Is the second time i ordered something from ultimaker and i hope to be the last. Booth times i have problems with something, first with the order it self now with the payment.

At least this time sales team answer fast and i have not to call 6 times by phone until i get angry. By the moment...

By now i still have not a solution even i send the bank receipt of the paymeny, the card number and everything they need, and nothing.

I don't know if i have very bad luck or you are terrible with this. I can not understand how you can lose electronic money and not take responsabilities for this. It's amazing.

First e-shop i have problems with. Amazing products but...


  • Link to post
    Share on other sites

    And it's not better for me. :roll:


    This morning, I asked to change one object to another of the same price. Since the command is stopped and they did not remove the old object, add jsute replacing! :eek:


    So, I ask the sales channel. They assured me that it would return in order and that the order was not blocked. Yet when I see the status is still stuck. I do not know who to believe! :oops:


    I hope it will resolve for you as for me pretty quickly. :wink:




  • Link to post
    Share on other sites

    Hi R4ix,

    Thank you for your post.

    There is a possibility something went wrong with your payment, that was beyond us.

    For example, it can be that your payment was put on hold to secure its safety.

    In our system I see my colleague is still in communication with you, so I trust this will be solved on a short notice.

    Thank you for your patience.

    @Geeks, I read your order has also been modified on a different topic.


  • Link to post
    Share on other sites

    Posted · Payment Lost

    Yes. I'm in contact with sales team, i send a receipt of the payment, reference number my bank give to me, everything. I sent it yesterday. Today i expend all the day trying to get an answer with a solution. And the fact is another day wothout a solution while i have done the payment and everything right.

    From sales they told me they are waiting an answer from finacial team because they don't find the payment, but the fact is another day waiting. Another day without solution since i did and pay the order one week ago.

    I would like to say good service, but i can't. I'm still surprised with how you manage all the problems.


  • Link to post
    Share on other sites

    Posted · Payment Lost

    Still no news...

    still no solutions, another week without printer, even i paid for everything. :mad:


  • Link to post
    Share on other sites

    Hi Raimon, thank you for your post.

    I have been in touch with my colleague and she told me your issue will be solved today.

    She has an appointment with our financial department to work on a solution in regard of your payment.

    I understand you have made your payment near a week ago, but you have only contacted us the day before yesterday about your payment. We took immediate action, and I have faith it will be solved today.

    Thank you for your patience and understanding about the situation.

    We are working on creating a new method that allows us to pro-active respond to customers when there is a problem with their payment so it will be solved right away.


  • Link to post
    Share on other sites

    Posted · Payment Lost

    Hi Sander! Thanks for answer.

    I wouldn'l like to seem angry or exigent but first time i ask for the order was on 7th. Two days after i order it, just asking why the order was still "balance due and how time will take to ship it and for the next time witch payment way is better or faster . This was the answer:


    Hi Raimon,




    I'm not really sure how long it will take, I think max 2-4 days. Debit cards charge instantly but PayPal only charges your account if the recipient actually receives the money. So maybe PayPal is a better option for you next time! I think it is also a bit faster.




    Thanks again for your order and have fun with it.




    With kind regards,




    So after this 2-4days (the day before yesterday) i contacted again because i have no news about it and in that moment they told me hey have no prove of the payment. first time i contact was just two days after the order. Now you told me today will be a solution. But you told me by the forum. I write again today twice to sales and still have no answer, just yours.




  • Link to post
    Share on other sites

    Thank you for the reply.

    Once the payment is sorted out, we can ship your order the same day, or the very next day (depending on the time of confirmation). So there won't be any further delay.

    Thank you for understanding.


  • Link to post
    Share on other sites

    Posted · Payment Lost

    Finally cleared and solve. Thanks.


  • Link to post
    Share on other sites

    Create an account or sign in to comment

    You need to be a member in order to leave a comment

    Create an account

    Sign up for a new account in our community. It's easy!

    Register a new account

    Sign in

    Already have an account? Sign in here.

    Sign In Now
    • Our picks

      • UltiMaker Cura 5.3 stable released
        In this stable release, Cura 5.3 achieves yet another huge leap forward in 3D printing thanks to material interlocking! As well as introducing an expanded recommended print settings menu and lots of print quality improvements. Not to mention, a whole bunch of new printer profiles for non-UltiMaker printers!
          • Thanks
          • Like
        • 24 replies
      • Here it is. The new UltiMaker S7
        The UltiMaker S7 is built on the success of the UltiMaker S5 and its design decisions were heavily based on feedback from customers.
        So what’s new?
        The obvious change is the S7’s height. It now includes an integrated Air Manager. This filters the exhaust air of every print and also improves build temperature stability. To further enclose the build chamber the S7 only has one magnetically latched door.
        The build stack has also been completely redesigned. A PEI-coated flexible steel build plate makes a big difference to productivity. Not only do you not need tools to pop a printed part off. But we also don’t recommend using or adhesion structures for UltiMaker materials (except PC, because...it’s PC). Along with that, 4 pins and 25 magnets make it easy to replace the flex plate perfectly – even with one hand.
        The re-engineered print head has an inductive sensor which reduces noise when probing the build plate. This effectively makes it much harder to not achieve a perfect first layer, improving overall print success. We also reversed the front fan direction (fewer plastic hairs, less maintenance), made the print core door magnets stronger, and add a sensor that helps avoid flooding.

        The UltiMaker S7 also includes quality of life improvements:
        Reliable bed tilt compensation (no more thumbscrews) 2.4 and 5 GHz Wi-Fi A 1080p camera (mounted higher for a better view) Compatibility with 280+ Marketplace materials Compatibility with S5 project files (no reslicing needed) And a whole lot more  
        Curious to see the S7 in action?
        We’re hosting a free tech demo on February 7.
        It will be live and you can ask any questions to our CTO, Miguel Calvo.
        Register here for the Webinar
          • Like
        • 18 replies
      • UltiMaker Cura Alpha 🎄 Tree Support Spotlight 🎄
        Are you a fan of tree support, but dislike the removal process and the amount of filament it uses? Then we would like to invite you to try this special release of UltiMaker Cura. Brought to you by our special community contributor @thomasrahm
        We generated a special version of Cura 5.2 called 5.3.0 Alpha + Xmas. The only changes we introduced compared to UltiMaker Cura 5.2.1 are those which are needed for the new supports. So keep in mind, this is not a sneak peek for Cura 5.3 (there are some really cool new features coming up) but a spotlight release highlighting this new version of tree supports.  
          • Like
        • 22 replies
    • Create New...