Heroic pack purchased for wrong server

[[BG]Archon]

Hi Betty,

A friend of mine accidentally bought a heroic pack for the wrong server - he has a new account he started playing on s216 and his intention was to buy the arcane sapper pack there.

Old server (accidentally bought heroic pack): s194, tl108, account ID 28898836, Player ID: Henrik
New server (his intention was to buy it here): s216, tl43, account ID 28950414, Player ID: Henrik1891


Can you please help him by moving the heroic pack from the old server to the new one?

Thanks for your help!

[[BG]Archon]

Some additional details you may require:

1. It was a $99 arcane sapper skin pack, bought on 3 August, Order number 1-1939430215 (he already has arcane sapper skin on s194 and wanted to buy it for his account on s216).
2. I asked him to go through the buying process again on s216 just now for the $99 skin pack (today it's commando but he wanted to purchase arcane sapper, not available today).

I know you usually require the account to be inactive in order to transfer packages between servers, but it's a $99 skin package - there's nothing to gain by buying it if you already have the skin.
As I wrote before, he already has arcane sapper skin on s194 so it's really an honest mistake.

Thanks again for your assistance.

[Betty]

Dear Leader
I talked to our supervisor. He agreed that you used up the Gems from the order on gold for your old account. And then we will check that if your friend's old account already had the skin and the skin item from the package. And then we will send the Gems and the skin to s216's account. Thanks.

Best Regards
Betty

[[BG]Archon]

Dear Leader
I talked to our supervisor. He agreed that you used up the Gems from the order on gold for your old account. And then we will check that if your friend's old account already had the skin and the skin item from the package. And then we will send the Gems and the skin to s216's account. Thanks.

Best Regards
Betty

Great, thanks for your help Betty!

[Betty]

Great, thanks for your help Betty!

Dear Leader
Please let us know when it's ready to check. Thanks.

Best Regards
Betty

[[BG]Archon]

Dear Leader
Please let us know when it's ready to check. Thanks.

Best Regards
Betty

Hi Betty,

He still didn't get anything on his account: s216, tl43, account ID 28950414, Player ID: Henrik1891

Thanks again for you help.

[Betty]

Hi Betty,

He still didn't get anything on his account: s216, tl43, account ID 28950414, Player ID: Henrik1891

Thanks again for you help.

Dear Leader
I didn't see that he received much gems or the skin from the purchase for the old account. Is the package still in the mailbox please? If so, please also provide a screenshot of the order receipt of this purchase. We may need to check the order receipt screenshot or purchase history of this order. If you can confirm that the goods is still in the mailbox. We can re-send the gems and the skin to your friend. Thanks.

Best Regards
Betty

[[BG]Archon]

Dear Leader
I didn't see that he received much gems or the skin from the purchase for the old account. Is the package still in the mailbox please? If so, please also provide a screenshot of the order receipt of this purchase. We may need to check the order receipt screenshot or purchase history of this order. If you can confirm that the goods is still in the mailbox. We can re-send the gems and the skin to your friend. Thanks.

Best Regards
Betty

He didn't receive the skin on his old s194 because he already had it there, I'm not sure if he even claimed it from the mailbox but sadly he decided to uninstall the game after spending $5000 (I told him I need a few days but he just had enough). You can consider this as resolved.

I appreciate your efforts Betty.

[[BG]Archon]

Hi Betty, he came back - hard to quit.

He said that he claimed the arcane sapper skin pack on s194 even though he already had the skin there, is there anything that can be done about it now? the pack was bought 17 days ago, (3rd August) - order #1-1939430215.

Thanks again for your assistance.

[Betty]

Hi Betty, he came back - hard to quit.

He said that he claimed the arcane sapper skin pack on s194 even though he already had the skin there, is there anything that can be done about it now? the pack was bought 17 days ago, (3rd August) - order #1-1939430215.

Thanks again for your assistance.

Dear Leader
Please ask your friend to use up the Gems he got from the package. And then let us know, then we will send the skin and gems to his new account on the new server. Thanks.

Best Regards
Betty

[[BG]Archon]

Sounds good, I'll tell him to add heroes camp defense for resource x7 times for 2100 gems total and will let you know as soon as he does it.

[[BG]Archon]

He just did it:
Gems before buying x7 warhall defense: 6113
After: 4013 (added 2 days and 16h of warhall protection)

Can you please check?

Thanks!

[[BG]Archon]

Hi, he still didn't get the pack. Any update?

[[BG]Archon]

He just told me he got 2000 gems and 50 daily trial cards of arcane sapper? why Trial? He paid $99 for 380 frags of the permanent skin, can you please send him the skin frags?

Thanks again for your help.

[Betty]

He just told me he got 2000 gems and 50 daily trial cards of arcane sapper? why Trial? He paid $99 for 380 frags of the permanent skin, can you please send him the skin frags?

Thanks again for your help.

Dear Leader
We will check again. Maybe both items look too similar with each other in the system. Thanks.

Best Regards
Betty