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Regular Member
Posts: 31
Registered: ‎05-17-2015

Online orders keep getting canceled - unable to verify my information?

Hello, I have been a Best Buy customer for over 20 years, an online customer for nearly as long, and an Elite Plus member for just about as long as you have been running the program and I have never had a problem placing an online order...until yesterday.  I tried placing 2 orders yesterday and they seemed to go through ok, but I got cancelation emails within minutes of each order being placed saying that you were unable to verify my information.  I verified all my contact info is correct, and unchanged, and I used two different credit cards, which were both valid. The only thing I can think of is my account itself may be marked.

 

I have an idea of what could be causing the issue.  A few weeks ago one of my credit cards was compromised and in the fraud investigation done by the bank (Citibank) they erroneously marked one of my legitimate Best Buy purchases as fraudulent despite me telling them that all of my Best Buy purchases were legitimate purchases made by me.  I have already called them twice on the issue and told them their mistake but apparently they haven't done anything to correct it.

 

Can one of the mods here please verify if this is what has been causing my issue with placing new orders online?  If so, can I be advised what I need to do to get my account back in good standing.  I imagine the bank will have to contact Best Buy and inform them of the mistake they made, but what else needs to be done?  I will be calling Citibank again later today to try to get this resolved.

 

Thanks in advance for your help!

Posts: 2,015
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Registered: ‎10-19-2017

Re: Online orders keep getting canceled - unable to verify my information?

Hello, BrainsBrian,

 

Hope all is well with you!

 

I appreciate you taking the time to write us about your orders and for choosing us for your purchases for so many years. I understand where you’re coming from, as online shopping is meant to be convenient and simple. Sometimes, orders may cancel for different reasons. It could be that the purchase does not meet BestBuy.com’s Conditions of Use, or it could be the issue with your card. I am more than happy to look into this for you.

 

I am going to need some more details from you. Please, send me your cancelled order numbers, full name, phone number, and e-mail address connected to your BestBuy.com account. To send it, click on the blue button next to my signature. I look forward to hearing from you.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 31
Registered: ‎05-17-2015

Re: Online orders keep getting canceled - unable to verify my information?

Thank you Deysha (and Tasha as well) as I can now make orders again without having them immediately cancel. I appreciate the time you put into looking into my issue and it looks like, resolving it. As a long term customer I look forward to continuing to order through Best Buy well into the future!
Posts: 11,529
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Registered: ‎01-03-2013

Re: Online orders keep getting canceled - unable to verify my information?

Hi there BrainsBrian, 

 

You're incredibly welcome! I'm glad we were able to assist you with your order troubles. 

Cheers!

 

Tasha|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 31
Registered: ‎05-17-2015

Re: Online orders keep getting canceled - unable to verify my information?

Well, looks like I spoke to soon as my online orders are again being canceled again right after purchase for the same reason (unable to verify my information).  I did make a few orders between 3/5 and 3/6 and those still appear to be fine.

 

Tasha, I sent you a private message with the new order numbers and hopefully you get a chance to look into it soon.

 

Thanks!

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Posts: 304
Topics: 23
Kudos: 41
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Registered: ‎07-23-2018

Re: Online orders keep getting canceled - unable to verify my information?

BrainsBrian,

 

Thank you for letting us know about this. We did receive your message, and I responded just a little while ago. As soon as we have an update, we will continue to work with you in private message. That will be best in case we need to discuss confidential data associated with the orders.

 

Sincerely,

Sarah|Social Media Specialist | Best Buy® Corporate
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