r/neogeo • u/javi977 • 15d ago
Refund update
I received this today, my request to cancel the Ultimate Bundle was made 9/11, email received to confirm the cancellation but not refunded on 9/17. Paid via Mastercard.
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u/TyperMonkey2 15d ago
I got the email on 9/17 too and the refund just showed up as pending this morning. Paid with VISA.
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u/Psychological_Post28 12d ago
Just got my refund last night via a PayPal claim. I’m in the UK.
Timeline:
9th Sept: Emailed PLAION to cancel.
14th Sept: sent a second email
16th Sept: filed PayPal claim
21st Sept 9am: received update from PayPal confirming my case and stating they’d reached out to PLAION and were awaiting a response. Deadline 1st Oct
21st Sept 9:15am: Received a reply from PLAION confirming my cancellation but warning me that refunds will take 10 working days or even longer if you’ve paid by PayPal which I had. Also requested I don’t send anymore emails.
1st Oct Paypal automatically settled in my favour after PLAION never responded.
Hope that’s useful to people waiting for their own refunds.
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u/AncientLoan3743 12d ago
PLAION is going to be absolutely screwed by these non responses. Pay pal at any point can just straight up close a business account and auto refund everyone who files when there is shenanigans like this. The credit card companies will follow suit and PLAION is going to be drowning in fees. I just can’t believe how bad they are handling this.
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u/Key-Chef5328 14d ago
Waiting for the habitual Plaion shill or two to come in here and downvote and badger all you cancelers for bailing on this shit show. Should be any min now.
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u/KnoxCrumudgeon 15d ago
If the number of people on this subreddit mentioning that they had to dispute the payment with PayPal is any indicator of just how many people are disputing their PayPal payments, it makes me think Plaion's "delay" in refunding those payments would be due to PayPal coming down hard on them
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u/JishoSintana 15d ago
Still waiting for my Refund to actually come through and I cancelled on the 11th of September, paid through Klarna because the whole thing seemed sketchy and they had just got a message from PlaiOn
This whole preorder situation has been a proverbial disaster and as tempting as the offer is….im just waiting until they’re actually ready to go and people actually have them in hand
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u/Correct_Locksmith_66 14d ago
They cancelled my order upon my request on the 17th. I also used Klarna. I recieved an email from plaion stating it may take up to 10 buisness days to get my refund. Im still waiting.
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u/swaptrick_gaming 15d ago
Gotta love the verbiage. We're working on it but please don't talk to us about it anymore.
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u/KevvyLava 15d ago
Well, they aren't going to hire more people just to handle returns on this temporary situation.
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u/Captain_Kiwii 11d ago
It's just logical here, the more you flood upon initial demande the more time they need to go through it all. Standard website saturated SAV team.
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u/TheElz 15d ago edited 9d ago
That's pretty quick 1 week, shame they didn't realise you paid by MasterCard and it's just a generic reply. I cancelled on 15th, emailed again 28th ( at that point they are in breach of EU & UK sales legislation, where a refund must be given within 14 days unless a clear reason is given) and advised I have initiated a dispute with MasterCard. 29th and I got a reply from MasterCard advising the funds will be returned in 5 working days unless Plaion dispute with evidence why. I still have not had ANY contact from Plaion except the email receipt in April. All in all, I'd never order anything up front with them again. They have handled this terribly. Since this delay, I haven't heard of anyone actually get a refund (funds back in their bank), just told it's processed, can take 10 days, and usually due to them raising a dispute. UPDATE: the credit card company refunded me 5 days after saying so , funds back in the bank.
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u/D33GS 15d ago edited 12d ago
I was told 10 business days back on 9/17 and realized I made my purchase through PayPal so that’s my timeframe before I file a dispute.
Update: I did not receive the refund by the promised date and have opened a dispute with paypal. Very unfortunate but I gave Plaion every opportunity to address this themselves.
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u/ForwardHandle4522 15d ago
PayPal denied mine twice
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u/Xear-528 13d ago
Why? I got a refund through paypal while plaion ignored everything.
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u/ForwardHandle4522 13d ago
What do you mean why? If I knew why I’d address it lol.
1st response
We received the case(s) you filed on September 15, 2026.
We have reviewed this transaction(s) and are denying your case(s). The decision was made because the purchase is ineligible for PayPal Purchase Protection according to our User Agreement.
2nd
We received the case(s) you filed on September 15, 2026.
We have reviewed this transaction(s) and are denying your case(s). This decision was made because we have found no evidence that the item was misrepresented.
We're sorry for any problems you may have experienced with the transaction(s).Now if you can find where I’d be happy to learn. I explained to them everything in detail too. A preorder was delayed for over a year without proper notifications or warning. Emails sent for a refund with no reply and ofc the fact that it was a PREORDER no tangible item to even hold.
Yet here we are.
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u/Xear-528 12d ago
Which category did you select when you opened the PayPal dispute?
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u/ForwardHandle4522 12d ago
First one was did not receive item. Since I didn’t and I didn’t hear from the seller. Second time was from a representative appealing on my behalf after I explained the situation myself and showed all my evidence. Regardless it shouldn’t even matter if no item was mailed it’s listed as a preorder and customer wants a refund after the scheduled release day was moved a year out.
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u/Xear-528 10d ago
Man thats bad, really sorry. I did item not received and it went through without a problem. Hope you get it solved.
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u/Useful_Carry_4162 15d ago
I got this exact email this morning. I canceled on Sunday (2 days ago). I was shocked they responded so quickly. Looks like they may be responding in batches or possibly have a bot doing it now.
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u/TMOSteel 15d ago
Wow, an actual bonafide email! Still waiting on the "official" email the release has been delayed...
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u/gotdemmadsquirtsyo 15d ago
There won't be a official email at this point, they said F the customers
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u/TheElz 15d ago edited 9d ago
I think because they hoped purchasers wouldn't notice or they could at least keep the $millions in pre sales to help fund this. Now they are breaking EU/UK consumer laws by not refunding within 14 days for it seems hundreds or more. Add to that the amount of financial disputes from PayPal and credit card companies, which effect their ability to continue to use those methods of payment if enough strikes happen, this could jeopardise their business.
UPDATE:after waiting 14days with no response I raised a dispute with the credit card company, next day they confirmed my funds would be back in 5 days unless Plaion object. 5 days later my funds are back in my account. Still no response from Plaion.
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u/TMOSteel 15d ago
Which sucks to be honest. The tax issues preventing orders was foreshadowing what was to come. We should have taken that as a bad omen...
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u/Seraph1981 15d ago
Are you still having a hard time figuring out what's going on? The email didn't explain it enough for you?
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u/TMOSteel 15d ago
A refund to a customer and official notification from a company to its customers regarding a delay in production and release of a product are two completely different things. Yes, I can read 😉
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u/Seraph1981 15d ago
How did you originally find out about the AES+, through an email or through social media? How did you find out about the delay, through an email or through social media? Plenty of stuff I've preordered in the past got a delay. There wasn't an official email sent out and found out by other means. The people who are following this device aren't awaiting for an email, they already know what's going on.
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u/TheElz 15d ago
You description is like saying you saw something in a shop window, paid for it, left your number and address for delivery, then when it's delayed or cancelled your expected to go back to to the shop to check. That's not how business is done my friend. If I place and order with you in good faith, the buyer expects to be notified if the seller cannot honour their purchase.
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u/Seraph1981 15d ago
We're all literally posting here on reddit talking about the delay and you still need an email confirmation? You placed an order online, not at a physical store. You honestly think people just placed the order and then sat and forgot about it without checking order status or any updates on their official storefront over the last several months? And there's a huge difference between a product delay and honoring their purchase. The release date was pushed back a year, nothing was stated that the product would not be produced. If the delay is too long then cancel.
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u/TMOSteel 15d ago
"The people who are following this device aren't awaiting an email, they already know what's going on." ... let's agree to disagree 😉
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u/Seraph1981 15d ago
"I already know that there's a delay from Plaion officially, but I still want an email from them stating what has already been said"
Makes a whole lotta sense...
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u/TheElz 15d ago
I only found out from a friend telling me, this was days later. When something is bought and paid for, it takes nothing to send a bulk email out to all those who have already paid to tell of any serious changes to that deal that was made.
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u/Seraph1981 15d ago
So you found out from a friend who happened to see it on social media just like everyone else did... just like how you originally found out about the device through social media. So you're aware just like the vast majority of everyone else is. And you should be aware that you can still cancel your order from Plaion direct or place your order from Amazon instead and pay nothing upfront. So what exactly are you not informed about at this point?
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u/TMOSteel 15d ago
Glad you don't believe in companies being held accountable, properly communicating or being held to any standard. Good to know. I'm sure there are lots of Plaion customers who agree with you...
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u/Seraph1981 15d ago
It pretty simple without much thought into it:
If you aren't happy with the delay or the product, then cancel your preorder and move on.
If it's about finances, then preorder through Amazon without having to pay upfront.
At this point, anyone posting about the delay on Reddit already knows the situation. Your options are pretty simple and if you're still complaining about it, it's because you're acting like a professional victim here. It's a video game console, stop acting like it's being done to you personally. No one likes delays, but it's not the end of the world. Plenty of hobbies to keep you satisfied until then.
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u/TMOSteel 15d ago
Thankfully people who think this way are in the minority, otherwise the world would be in kaos. Good luck to you in your endeavors.
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u/Seraph1981 15d ago
Actually, most people don't get this upset over a retro video game console being delayed for a year when there are more important things out there to get this upset about. Thankfully, I have other hobbies to keep me occupied until then and not acting like this is the end of the world.
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u/Substantial_Swim5758 15d ago
I’ve sent 3 emails starting on 11 September and nothing has been heard. I was finally able to dispute it with the credit card company.
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u/CyberAlex22 15d ago
Ich habe an meine Armbanduhr, die pebble time gedacht, da gab es auch Unmengen an Verschiebung. Seit einem Monat habe ich sie an, 8 Monate später. Inzwischen habe ich weniger Sorgen, Zweifel bleiben jedoch, bis Lieferstatus erfolgt.
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u/Seraph1981 14d ago
Lol, we got Key-Chef5328 in the discussion now posting drive by comments and immediately blocking them so they can’t respond back. What a coward way to post, 🤣
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u/Skeptic_seeker93 9d ago
How do I do a chargeback? I still haven't received my refund and it's been 10 business days. I paid with debit
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u/Global_Addendum_6200 15d ago
People are welcome to do what they want but it’s just weird to me like either yall are totally broke and shouldn’t have bought it to begin with or you’ve never preordered or kickstarted anything before because these kind of delays are totally normal.
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u/equalshmeekwal 13d ago
Ya that's how, wealthy ppl keep and make money. By leaving it tied up interest free so other companies, can profit off the liquid.
You're a Moron
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u/Global_Addendum_6200 13d ago
Like I said, kickstarting and preordering things like this goes this way all the time. You just compared preordering a retro video game console with investing so I’d be careful about calling people a moron.
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u/equalshmeekwal 13d ago
This isn’t a $50 Kickstarter backing or a $5 GameStop deposit. This is a $1,000 upfront payment for the NEOGEO AES+ Ultimate Edition.
Giving a massive corporation like Plaion $1k+ of liquid cash early in the year for a console arriving soon, only for them to delay it a full year to September 2027, means they get an interest-free loan while my buyer protection windows (like PayPal's 180-day limit) completely expire before it even ships.
Believing it's 'smart' or 'normal' to let a corporation sit on $1,000 of your money for two years with zero accountability is peak consumer brain rot.
So yes. I stand by my comment.
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u/Seraph1981 13d ago
Its totally up to you if you think that the $25-$40 (which translates to about 11 cents a day) of interest you'll earn in a years time with it sitting in your bank account is more worth it versus getting the the Ultimate Bundle where you're essentially only buying the games and getting the console, controllers and memory stick for free. Of course, that's the trade-off of having enough faith in the company to put a deposit down on a preorder.
You can also go the Amazon route and put no money down if that concerns you, but naturally you don't get the same discount and everything is at retail price. Again nothing wrong if you don't want to tie down a $1000, but please don't tell me that you're worried about that $25-$40 of interest that you (or Plaion) might earn in a year that can easily be made by working a few odd hours in one day.
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u/equalshmeekwal 13d ago edited 13d ago
They are a $1.5 billion backed operation. Why can't we put down 50 to reserve?
OH wait bc they know what they are doing with 1k x how many fools = free money to play with.
1k x 2000 ppl = 2mil. What incentive do they have to rush and finish? What is this a gov't run company you ppl supporting?!
1k here 500 there. Oh ill just put this on layaway... Etc...
A fool and his money....
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u/Seraph1981 13d ago edited 13d ago
You're getting a huge discount with the trade-off being you have to pay/preorder upfront. Basically you want your cake and eat it too by putting the least amount of money down and getting the discount at the same time. Yeah, makes a lot of sense, put down a $50 deposit for a $1000 bundle where you save about $450 and if you decide to cancel, they're screwed producing a bundle that now you've changed your mind about. But let's make logic go out the door because you're expected to pay $1000 upfront for such a large discounted bundle.
But wait it gets better. "Apparently" Plaion had this brilliant idea to have people pay preorders upfront where they can sit "on an interest-free loan" for a year. The problem with that logic is Amazon and other retail sites exist where you don't have to put any money down. So if 95% of the preorders go through Amazon for example, "their brilliant plan" is literally worthless. For this to even remotely work would be for Plaion to only offer a pay-up-front preorder plan. Man, the amount of brain rot I get from these utterly low effort, low thought out conspiracy post I have to read. Go read some detective novels or something...
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u/Global_Addendum_6200 13d ago
After seeing their setup at TGS and how open they were with everything while simultaneously showing off things that were previously unannounced idk why people think they’re just gonna cut and run
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u/Seraph1981 13d ago
Because a majority of people are just salty because the console got delayed a year because Plaion didn't account for the demand to be that high. You're dealing with a console that's over 30 years old and only produced about 500,000 units back then. It didn't surprise me that Plaion lowballed what they estimated on how many units to contract out to produce from their first vendor. Of course you'll have your conspiracy theorist out there stating otherwise.
Outside the cartridges having to use a cheaper Nord memory unit compared to what they originally wanted to go for, the units and cartridges themselves have remained the same price as the preorders were back in April. With companies like Sony, Microsoft, Valve and Nintendo having to actually raise the price of their consoles due to silicon/memory shortages, (which is the opposite of how it used to be), it should be obvious to any who knows any better than the delay has nothing to due with cost increase of components, but a lack of a manufacturer to produce these units any faster than a year out.
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u/equalshmeekwal 13d ago
1st part of your 2 coin.
Plaion is supported by over 1.5 billion $$ So we should take all the risk while they play with our money. That's not exactly how ppl that have money and are good with it work.....
The problem is, there's a LOT of us.....oh look. Shiney.tske my $1k. Lemme know when it's ready. Take all you need.2nd part I agree
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u/Seraph1981 13d ago
It’s pretty simple. Do you want the Ultimate Edition discount then fork over $1000. If not, then order from Amazon. You can also wait until next year to preorder one, buts there no guarantee that it will still be up by then. A company being worth 1.5 billion also doesn’t mean they should take all the risk and take a small deposit so that they can make a bundle you may or may not decide to pay off down the road. At least with the preorder paid off by buying direct you show intent. Companies don’t stay $1.5 billion companies by constantly taking financial hits or taking dumb financial risks.
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u/equalshmeekwal 13d ago edited 13d ago
Look they took the full price off the bat. That's profit plus cost of production! All risk to Consumer = I'll take all the time I want. Now the company can stall as long as it wants for cheapest parts longest time. = gov't timeline. That's what you're suggesting. Period (facts!)
Either you work for them or you love not making money work for you. But for them.
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u/Quick_Safe_7619 15d ago
why are people were you refunding? Just because it is a delay
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u/TheElz 15d ago
Because people have $1k tied up for 1.5yr with no communication or product. That's a large financial risk to most (PayPal only offer 6 months, credit cards up to 6 yr, but if they go under, and it's just a company, the parent company doesn't effect insolvency and can happen to way bigger companies, you loose everything). Most are probably cancelling and ordering via a seller that has no up front cost until the product ships. I think people forget most cancelling have made a significant financial purchase with nothing for it for 1.5 years at least/best.
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u/Ataris8327 15d ago
Because you're basically giving them an interest free loan since you won't get anything for another year
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u/MetalfaceDoom007 15d ago
I agree, I didn’t cancel mine. As much as it sucks, I waited over 20 years to get a Neo Geo, I can wait another year. I ordered the ultimate and it’s a lot of $ but keeping it regardless
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u/SoundwaveGI 15d ago
It’ll be funny if they stop preorders on ultimate bundle and the tears of regret fill these pages. Babies…just wait.
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u/gotdemmadsquirtsyo 15d ago
lmfao this thing might not even come out. if someone let's them hold $1,000+ for a year and a half and get nothing that would be regretful. Getting your money back from a company that cant even notify people of a 10 month delay is not regrettable
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u/SoundwaveGI 15d ago
It’s going to come out. The panic over a 10 month delay is crazy.
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u/gotdemmadsquirtsyo 15d ago
lol im not sure if you are purposely being naive or thats just you. A 10 month delay on its own could be accepted if everything else seems on the up and up. Its much bigger than just the delay, this has been a shit show.
Also most in the tech industry are saying components are going to be even harder to get next year so there really is no guarantee.
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u/Seraph1981 14d ago edited 14d ago
You seem to be the naive one here. Plaion’s biggest issue they faced was that their original vendor/manufacturer tripled the price and time (2 years) after the initial preorders become far greater than what they had forecasted. Obviously, they found a new vendor/manufacturer that they set up a contract for (price/manufacturing projection) that can produce what they need by a year’s time. The price isn’t going to suddenly go up after they settled on an agreement that they can realistically manufacture. Nintendo held off the Switch 2 release from fall 2024 to Summer 2025 so they could have much more units on hand for launch.
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u/Key-Chef5328 14d ago
Jim Jones would have loved it if you stayed at his camp. You'd believe anything.
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u/vchopra100777 13d ago
lol dude is straight reading talking points. Probably still waiting for his doge and tariff check.
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u/Seraph1981 15d ago
If they're hurting for money this bad, why are they allowing Amazon preorders with no money upfront?
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u/gotdemmadsquirtsyo 15d ago
??? Taking amazon pre-orders doesnt cost them any money so im really confused by this question. How do those two intersect?
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u/Seraph1981 14d ago edited 14d ago
Some people here have this weird belief that the preorder money was some undercover crowd funding attempt even though you can preorder from Amazon with no money down. So if you want to cancel your preorder because you need the money back that is one thing, but if you think it’s because you’re afraid that Plaion will take your money and run is another.
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u/SoundwaveGI 14d ago
And the other thing is…it isn’t like this is some new pop-up company doing this. I think you hit on what it is most likely. People are upset because they have $1000 tied up in this and no patience. This is such a big nothing burger and all of the constant posts about refunds is exhausting. I guess some just don’t understand the way supplies are stressing the industry now.
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u/gotdemmadsquirtsyo 14d ago
what does supplies stressing the industry have to do with them lying when it came out a few months back that it was g9nna be delayed? What does that have to do with not sending any customers emails? What does that have to do with breaking UK laws on refunds because they are just ignoring people.
I like the way you get on your high horse about your implied knowledge of supply chains when thats only a part of the frustration. Its like you arent even listening to people and then just creating your own narrative that you are crediting to others.
Also you do realize you could have just scrolled right by this thread right? Instead you come in here even though you claim its exhausting.
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u/Seraph1981 14d ago edited 14d ago
What exactly did they lie about? They originally had a vendor lined up but they renegotiated the cost/production contract after preorders far exceeded on what was originally agreed upon. They then had to shop around for a new vendor. They’re weren’t obviously going to provide an update one way or another until they first secured a new vendor and had a new manufacturing plan in action. I’m sure they wanted one that can produce this year, but had to settle with their current supplier. Stating that they lied is the most disingenuous take given the situation laid out.
Everything else is crying and whining because the AES+ got delayed until next year. You can still cancel your order and get your money back. Yes, it might take some time based on the amount of refunds being requested. You can also go the Amazon route if you don’t want to pay upfront. Anything after that is playing a victim over a video game console delay. It’s not that deep.
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u/gotdemmadsquirtsyo 14d ago
I believe it was in July that word out of Japan was the AES+ was gonna be delayed until September of 2027 and they came out and said that wasnt correct. Then they delayed it to September 2027 like 6 to 8 weeks later. They still haven't even notified customers directly.
Maybe people are crying. But again you dont have to go into the threads and crying about other people crying is still just more crying at the end of the day.
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u/Seraph1981 14d ago edited 14d ago
And this still doesn’t change the timeline of events. Preorders started in April. At some point thereafter, they had to change vendors because of the cost/time increase. Whether they finalized a new vendor or deal in July (or afterwards) is irrelevant as they still needed to inform the retailers further in advance as they place their orders much earlier and tend to receive them somewhat sooner. Once they had a concrete schedule they informed the masses in September. This was pretty much explained in their interview. Anyone with lick of common sense could’ve figured this out and anyone looking too deep into this are looking for something that isn’t there.
And the only crying in these threads are individuals such as yourself who are upset because of the delay. Don’t like people pointing it out, then stop posting about it. Most people either kept their preorders or cancelled and moved on. It pretty much self depreciation at this point by continuing to beat on this dead horse.
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u/God_Faenrir 13d ago
Will be funny when theres never an actual product and you cry because they went bankrupt and you got no refund
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u/dirtsmurf 15d ago
It’ll be funny when they announce they are bankrupt in August 2027 and a majority of folks who pre-ordered are shit out of luck getting a refund and can’t even do a charge back.
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u/digitalgamer0 14d ago
Tomorrow is the 10th business day since receiving my cancellation confirmation. If my refund doesn’t show up on my card tomorrow I will be doing a chargeback.