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New Member
Posts: 4
Registered: ‎07-11-2019

My order is being cancelled.

I've tried ordering a laptop I've wanted to send as a gift, but it keeps cancelling. I don't understand the reason why. I've tried multiple times and with no success. Is there anyone who knows what's going on? I'd like to order this laptop very soon.

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New Member
Posts: 4
Registered: ‎07-11-2019

Re: My order is being cancelled.

Also forgot to mention this laptop is not in stock anywhere near me so I can't go in-store to purchase.

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New Member
Posts: 4
Registered: ‎07-11-2019

Re: My order is being cancelled.

My refund has still yet to be refunded as well.

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Best Buy Employee
Posts: 1,338
Registered: ‎01-09-2015

Re: My order is being cancelled.

If you received the "your information could not be verified" message, that means there is a piece of information that is not lining up with what is expected.  It could be a multitude of things, make sure you're not placing an order via VPN and that all your information matches what your credit card has on file.  Naturally, you can have gift information on the order.  If all of those are right, it may take one of the moderators on here to give your orders a lookover to determine possible causes.

 

As for the payment, you have not actually been charged yet.  At the time of placing an order, an authorization is placed on the card to validate the funds are there and doesn't become a real charge until the item is shipped/picked up.  This authorization will most likely show as "pending" if you look at your card's online account.  These fall off after a few days, the exact time can vary depending on the bank's policies.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 4
Registered: ‎07-11-2019

Re: My order is being cancelled.

No, I'm ordering and it goes through then gets cancelled a few minutes after. This time I ordered and used a debit card and no refund has been made and it shows as transaction completed. I need to know what's causing this because it's definitely not my bank. I've called several times to let the transaction through and it did but something seems to be cancelling my order.If anyone knowledgable to this predicament I am currently facing, please please please let me know. 

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Best Buy Employee
Posts: 1,338
Registered: ‎01-09-2015

Re: My order is being cancelled.

The moderators will need to check the reason for cancellation, but if the item didn’t ship there is no refund needed. With debit cards your bank pulls the funds from your available balance similar to the “authorization” credit cards go through, but again it is not sent to Best Buy until the item is shipped. If you feel this information is inaccurate and somehow the funds did get sent to Best Buy, a moderator can look into it when they reach your post in the queue. They should be along within a few days.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 351
Topics: 8
Kudos: 59
Solutions: 18
Registered: ‎11-23-2018

Re: My order is being cancelled.

Hello, jk153,

 

Thanks for taking the time to connect with us here on the Best Buy Forums. Order issues are certainly never ideal, so I would be happy to look into your case and see what answers I can provide. First, please be sure that all of the information for the billing section of the order matches the information that you have on file with the bank for the payment method you are using.

 

If that matches, please send me a private message with your full name, email, phone number, and cancelled order numbers so I can review this for you. To do so, please be sure to click the blue box in my signature below!

 

Regards,

Quinton|Social Media Specialist | Best Buy® Corporate
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