Why Was My Order Cancelled?
When placing an order on BestBuy.com, it’s important to understand the process that takes place once your order has been submitted. The first step to this stage is verification.
All orders placed on BestBuy.com are subject to our automatic verification system, which can take up to 24 hours to complete. During this stage we will attempt to verify all information submitted on your order such as (but not limited to) your shipping, billing, and payment information. Anytime during this stage of your order, you may receive an email informing you that we were unable to verify your information and depending upon the issue, it may or may not contain a simple fix. If our system determines that the concern cannot be fixed, your order may be cancelled.
What is the problem?
Sometimes it may be difficult to narrow down the exact cause of the order cancellation, but with some simple troubleshooting most concerns can be resolved. Please use the steps below to verify that all information on your order is up-to-date and accurate before submitting again.
Incorrect Shipping Information
First, double check the shipping address you have entered on the order. Sometimes it can be easy to miss something as small as an apartment or suite number or maybe just one digit off on the zip code. Use a piece of current mail to help you validate that the address was entered correctly.
We can only ship BestBuy.com orders to the 50 United States.
We are temporarily unable to ship items to U.S. Virgin Islands, Guam, Army Post Office (APO) or Fleet Post Office (FPO) addresses.
If you have a non-U.S. billing address, you have two options when placing an order on BestBuy.com:
- Have your order shipped to a U.S. mailing address within the 50 states.
- Pick up your order at any U.S. store. You can also designate someone else to pick up your order in the United States.
Feel free to read more about the requirements of shipping on BestBuy.com orders by clicking here.
Incorrect Billing Information
As with your shipping information, it’s important to make sure that the billing information you enter is exactly what your bank has on file. Take a moment to compare the address to your bank’s records to ensure everything is accurate.
Payment Verification
If you receive an email due to an error with verifying your payment, you may also get a request to have this updated before the order is cancelled. If you receive a request to update your payment info, you can visit your account on BestBuy.com or call us at 1-888-BEST-BUY (1-888-237-8289) to have it updated and verified.
It’s always important to double check all information entered for your payment. The average credit card contains 16 digits plus an expiration date and security code, which can be tricky to enter accurately. Make sure you are entering the numbers slowly and double checking as you go.
Credit Card Authorization
When you place an online order, we authorize your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order total until the order is fulfilled.
If the order is cancelled, the time required to remove the authorization is determined by the financial institution that issued your card. Here are estimated timeframes for some common payment methods:
Payment Type
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Time Required
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Debit or check cards
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24-72 hours
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Visa or MasterCard
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6 days
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Discover
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9 days
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American Express
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6 days
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Best Buy Credit Card
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5 days
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Diners Card
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9 days
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JCB
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9 days
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We cannot accept payments that are not domestic to the United States.
Read more about accepted payment types by clicking here.
Violation of our Conditions of Use
Per our terms and conditions to our Conditions of Use policy:
Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the cancelled portion of the order.
Use of the Best Buy Properties
You may use the Best Buy Properties for your personal, noncommercial use only. You may not use any Best Buy Property if you are under the age of 13. If you are between the ages of 13 and 18, you may use the Best Buy Properties only with involvement of a parent or guardian.
Export
Certain software or other materials ("Software") that you may obtain through the Best Buy Properties may be further subject to export controls. You will comply with all applicable export and re-export restrictions, laws, and regulations, and you will not transfer, or encourage, assist, or authorize the transfer of any Software to a prohibited country or otherwise in violation of any restriction, law, or regulation.
Are you still having trouble identifying the reason for your order cancellation? Let us know by posting on our Customer Service – BestBuy.com forum and we will do our best to help!
FAQ
Why did my store pickup order get cancelled?
We'll hold your items at the store for 5 days. If you don't pick up your items by then, we'll cancel the order and refund your method of payment.
To read more about store pickup orders, click here.
What happens if my order included a promotion?
If you cancel an item, your order is no longer eligible for a promotion or a quantity discount, your order total will be recalculated and credit card charges may apply.
What happens to my refund if I used a gift card on the cancelled order?
If your order was paid for with a gift card and recently cancelled, the purchase amount will be credited to your gift card within 30 minutes of the cancellation. If you no longer have the gift card, call us to request a new one. Feel free to click here to read more about Gift Cards.
Why is my order on backorder? Will it be cancelled?
Many times we will try to source the product you are ordering from a store near you to speed up both processing and shipping times. When the system identifies a store with available inventory we will send a request to ensure this is the case. Please be aware that a store’s inventory may not always be 100% accurate due to in-the-moment sales, theft, or similar situations. If the store does not have the product, we will attempt to identify another location to fulfill the order.
If we are unable to locate any available inventory, your order may be placed on backorder. Backorders remain active for 14 days on most products. If after 14 days the item is still on backorder, we will automatically cancel the item. Click here to read more about backorders.
