Order send and paid, no response

Christiaan-Deliaert wrote on 4/3/2026, 3:22 AM

I ordered the 'Bewaar je videos' software (and some hardware) over a week ago.
I already have an account because I already use photo software.
The order was paid for and accepted correctly, but I still haven't received a response.
I have sent a request to customer service multiple times, but without success.
To date, I have not received an order confirmation or delivery notification, nor any emails.
I have no idea if my order has been processed and shipped.

I do not think this is correct and I wonder what will happen.
I expect a correct and prompt response from Magix and processing of my order.

Is there anyone facing the same issues and can advice how to get help?

Comments

johnebaker wrote on 4/3/2026, 4:47 AM

@Christiaan-Deliaert

Assuming you ordered direct from Magix, check your email spam folder, the confirmation emails often end up there for some reason.

Did you email infoservice@magix.net or sales@magix.net ? Whichever you used try the other one.

John EB
Forum Moderator

Christiaan-Deliaert wrote on 4/3/2026, 4:59 AM

Hi, thanks for your response. Here is what I did.

I indeed checked my spam folder daily, and no emails from magix.

I indeed sent an email to Sales@magix.net which automatically generates an AI email back.

I forwarded the automatic AI generated email as described in this mail mentioning that if you reply to this email, it will forward your case to a human agent who can check this for you.

I promptly got an email back:

Hello and welcome to MAGIX,

Thank you for contacting us.

We will forward your message to one of our employees.

I stil wonder how I can follow the processing of my order and the delivery status. This is an important missing information for evey user/client. It also missing any way to communicate using phone or chat.

Regards.

Christiaan-Deliaert wrote on 4/3/2026, 11:10 AM

Hi,

I received an email from the support department stating that the order does not exist.

I purchased and paid for the software via the Magix website, and the payment was accepted.

A day later, I received an invoice. Since then, I have received no further message regarding my question about the order or delivery, and nothing has been delivered. Now they cannot find the order.

I am losing all confidence in the Magix team. I really need help.

You will find the invoice in the attachment.

SP. wrote on 4/3/2026, 11:32 AM

@Christiaan-Deliaert In Germany are now Easter holidays. The earliest point they can send out your package is next Tuesday.

PATIENT-X wrote on 4/3/2026, 1:17 PM

@Christiaan-Deliaert @Tom_Sp

Hi Tom

Can you look into users issue please as there is obvious evidence of said payment and invoice.

I know this will not be dealt with till next week due to the holidays.

Happy Easter 🥚

Stephen

Forum Moderator

Christiaan-Deliaert wrote on 4/7/2026, 4:14 AM

Anyone knows if I would get answers today?

Still only silence today, no emails, no response.
What is happening with MAGIX?

???

SP. wrote on 4/7/2026, 4:25 AM

@Christiaan-Deliaert Nobody here knows. We are all users like you and not Magix employees.

Christiaan-Deliaert wrote on 4/7/2026, 5:51 AM

Any advice what to do?

I paid, I have an order confirmation, I have an invoice, but no delivery, and the Magix team says no order found, ticket closed, and no further answer anymore.

PATIENT-X wrote on 4/7/2026, 8:21 AM

@Christiaan-Deliaert @Tom_Sp

Hopefully Magix will have another look as you have an invoice, bear in mind they have just returned today after Easter.

Stephen

Forum Moderator

m2005 wrote on 4/13/2026, 1:56 AM

@Christiaan-Deliaert Delivery to NL takes 7-10 days my collegues from warehouse told me. Did you get your delivery now?