10-09-2017 08:31 AM
10-10-2017 02:12 PM - edited 10-10-2017 02:55 PM
Good question, Dino1482, and welcome to forum!
I haven’t seen Spider-Man: Homecoming yet, but I’m a little behind in the Marvel Universe, so it’s probably going to be put on the backburner despite the great reviews it got. I can understand why you’d want to ensure you purchased the right format though, so I’m sorry to hear you ran into an unexpected charge when cancelling your pre-order. I’d be happy to explain what happened and help clear the air.
When the decision was made to cancel your order, it appears the digital code in question had already been sent via email. As all digital content is considered final sale, this could not be retracted for a refund. I understand this code was supposed to be a free item though, so here’s where it gets a little tricky. As per our Return and Exchange Promise, all items - including free ones provided in a bundle offer - must be returned (or in this case, cancelled) in order to receive a full refund. If a customer does not return everything, the customer would be charged the normal retail value of the kept item(s). Because the digital download is final sale, it appears you were subsequently charged for the retail price of the code.
Although appropriately charged, I pulled up your order using the information provided when registering for the forum to see what options we may have available to assist you. Upon review though, it appears we were able to come to an agreeable resolution when calling us earlier today. With that said, please feel free to reach back out should you have any further questions.