Pre-order not delivered – chargeback successfully completed
I am sharing my personal experience regarding a pre-order purchase made on 18 December 2025 for €1,182.93, paid via SumUp Pay (Mastercard).
The initial delivery timeframe was indicated as 6–8 weeks. However, after several months, the product was not delivered and no valid tracking information was provided.
I contacted the seller multiple times via email and Messenger. Although I received replies, no confirmed shipping date or solution was provided.
The seller also publicly communicated delays affecting multiple orders.
Considering the situation and the time limits for payment disputes, I initiated a chargeback request through SumUp.
After submitting all required documentation (payment proof, invoice, communications and evidence of non-delivery), the chargeback process was initiated through the Mastercard network and the amount was eventually refunded.
This is my documented experience. I recommend monitoring delivery timelines carefully and keeping all documentation when dealing with pre-orders.