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New Member
Posts: 5
Registered: ‎04-16-2019

Online order cancelled twice. No luck with phone support.

Hello-

 

I am unable to get full details on why an order I have tried placing on two occasions keeps getting cancelled. I called phone support and they were not able to give me any real reason.

 

I worked with our Visa department and the order is hitting the credit card and getting approved. So there is something happening on best buy's end to cancel the order. However I successfully ordered the same items with the same card and same delivery and billing address in the past month.

 

Please help! I must place this order. It is 75 miles to drive to the nearest store.

Thank you.

Heidi

Posts: 457
Topics: 16
Kudos: 153
Solutions: 31
Registered: ‎11-30-2015

Re: Online order cancelled twice. No luck with phone support.

Hi, Heidi,

Thanks for joining the Best Buy Forums!

I'm sorry for any inconvenience that the order cancellations have caused you. Provided that the closest store is 75 miles away, it is understandable that you would be looking to shop with us online. Have you been provided with a cancellation reason via email?

Regards,

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎04-16-2019

Re: Online order cancelled twice. No luck with phone support.

Yes. This was the message in the email both times:

 

"Unfortunately, we were unable to verify your information, so we canceled item(s) from your order."

 

Which was why I called, as I needed to know what information could not be verified. On the phone yesterday the person did not have any more information to provide that would help.

 

Heidi

Posts: 457
Topics: 16
Kudos: 153
Solutions: 31
Registered: ‎11-30-2015

Re: Online order cancelled twice. No luck with phone support.

Heidi,

There are a few different things that could have happened that would result in receiving such a message. The most common reason would be if the billing address and the address on file with your bank do not match. There are other reasons that you could receive this automated messaging, such as if the order was set to an undeliverable address, such as a freight forwarder or warehouse, and going over product quantity limits. Have you recently undergone an address change, and are the orders being set to be delivered to your home?

Regards,

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎04-16-2019

Re: Online order cancelled twice. No luck with phone support.

The delivery address is a business. We get deliverys every day. These packages usually come via FedEx which we receive every day.

 

The delivery address is the physical address that I put in. The billing address is the PO Box on the card, which is what I enter. 

Again, all the same details that I used for several previous orders. And nothing is getting flagged on the credit card.

 

What else can I check into?

 

Thanks,

Heidi

Posts: 457
Topics: 16
Kudos: 153
Solutions: 31
Registered: ‎11-30-2015

Re: Online order cancelled twice. No luck with phone support.

Hi, Heidi,

You may want to consider recreating the order for delivery to a home address. If this is a purchase for a business, you may want to consider placing the order through Best Buy for Business instead of through a personal account.

 

Thanks,
 

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎04-16-2019

Re: Online order cancelled twice. No luck with phone support.

I am placing the order through a business account.

Posts: 457
Topics: 16
Kudos: 153
Solutions: 31
Registered: ‎11-30-2015

Re: Online order cancelled twice. No luck with phone support.

Heidi,

Can you please send me a Private Message with your full name, email address, phone number, and the order numbers?

Thanks,

 

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 5
Registered: ‎04-16-2019

Re: Online order cancelled twice. No luck with phone support.

Fey-

 

Any update on this?

 

Thanks,

Heidi