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New Member
Posts: 3
Registered: ‎09-17-2020

Order Cancelled -Unable to verify

Ok, Wednesday I opened up a new Best Buy cc, that night I purchased a $1600 t.v., credit charge was approved,  got an email confirmation of the order, then after a few minutes later, email arrived where order was cancelled, no reason given. Which in itself I think is somewhat rude, in that how do I know what problem needs to be fixed if Best Buy won't tell me what the problem is? 

So, next day I call credit, they said the purchase had been approved, in fact they still show a $1600 reserve on the cc.  Called customer service, they said it was cancelled due to "unable to verify", but no one can tell what couldn't be verified.  My addy on the order matched perfectly to the billing address on the credit card.  

So, today I find out that because I have a PO Box as my address, that might be causing the problem.  Here's the deal that maybe the folks at Best Buy don't realize.  Some of us live in small towns where we don't have mail delivery to our homes, and so we have to rent PO Boxes to receive our mail.  And, I live 3 hours from the closest Best Buy.  

The closest store that I want to buy this t.v. from doesn't have it in stock, I called them and they said I would need to order it online and ship to store, but since I can't order online without my order being cancelled what am I suppose to do, the conclusion?

I want to buy a $1,600 T.V. but Best Buy can't sell me one!

Trusted Contributor
Posts: 2,800
Registered: ‎02-07-2011

Re: Order Cancelled -Unable to verify

When I lived in a small town I'd put both the p.o. box and the street address on the online forms. It often (but not always) solved those issues.
New Member
Posts: 3
Registered: ‎09-17-2020

Re: Order Cancelled -Unable to verify

What I also find perplexing, is that I ordered this to be "shipped to store", in which case you have to present your photo id, ie drivers license in order to pick it up. So, with this level of verifcation, why the overkill in the online ordering verification process which ends up canceling and losing the sale?? 

New Member
Posts: 3
Registered: ‎09-17-2020

Re: Order Cancelled -Unable to verify

Thanks for the suggestion. Today I called the Best Buy bank and had them changed my biling addy to my street addy.  But, when I go into my online Best buy acct. and change it to my street address, it comes back with an error that it can't confirm the addy, so it won't change it.  Apparently your street addy has to be in some world global address book, which is accessed by Best Buy and if it's not, you're out of luck.  So, Best buy isn't even going to believe you in knowing what your own address is, unless it's in that database. I have purchased thousands of dollars online, and I have never seen such overkill in security, which ends up not working, which is proven by your losing a valid sale.

Posts: 6,667
Topics: 227
Kudos: 558
Solutions: 341
Registered: ‎08-21-2017

Re: Order Cancelled -Unable to verify

Good afternoon, steew,


Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience with this purchase. I can certainly understand your frustration to encounter problems when trying to get something shipped to you, especially when your local store isn't close by.


Generally, we are unable to process orders that are being shipped or billed to a P.O. box. Have you been able to get assistance since making this post? If not, I would be glad to see what options we may have available to help you place this order.


I'd like to take a closer look at this order. Can you please send me a private message that includes your:


Full name
Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post. I look forward to hearing back from you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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