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Posts: 4
Registered: ‎11-21-2017
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Online orders immediately canceled

This just happened to an order I made today. But in fact the same thing also happened for *every* order I tried previously, several months ago.

 

Since then I've just either shopped elsewhere or only gone in-store. I tried today on the off-chance that whatever glitch there was with the system had fixed itself, but alas no such luck.

 

I re-entered the credit card information from scratch.

I also tried a second time with a completely different card.

 

On that one, I was instructed to do extra verification with my bank by calling them (this was via "verified by visa" prompt). Which I did and they said from their end that the transaction should go through.

 

I've had no issues using both of these cards multiple other places online. It's only BestBuy.com that I'm having trouble with (and I suspect it's related to my BestBuy account rather than the payment cards...is it possible that my GCU membership is causing an issue here?)

 

Both orders came back with the message "Unfortunately, we were unable to verify your information, so we canceled item(s) from your order." For both, I can see the authorized amount on the bank side. For the one where I called the bank to give extra verification, it got canceled on BestBuy a few minutes *after* I had done all the stuff on the phone with the bank.

 

Is it possible to investigate and figure out what's wrong? Shopping at BestBuy would be so much more convenient if I could use the website to pay for & hold items for pick-up like I used to.

Posts: 3,408
Topics: 61
Kudos: 246
Solutions: 178
Registered: ‎08-21-2017

Re: Online orders immediately canceled

Hi there, Quantris,

 

Thank you for visiting us again and writing to us about these orders. I can certainly understand how frustrating it would be to find your orders cancelled right after placing them. I would be happy to further research this to see what options we have available to assist you. I will need a bit more information. Can you please send me a private message with your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking the button at the bottom of my post. I'll keep my eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-21-2017

Re: Online orders immediately canceled

Thanks for your help, Andrew! I can confirm the issue seems to be resolved and that my most recent online order seems to be working as expected.

Posts: 3,408
Topics: 61
Kudos: 246
Solutions: 178
Registered: ‎08-21-2017

Re: Online orders immediately canceled

[ Edited ]

I'm glad to hear that, Sumudu!

 

Please don't hesitate to let us know if we can ever assist you again in the future, we're here to help!

 

 

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!