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New Member
Posts: 4
Registered: ‎06-20-2019

Order getting Cancelled due to unable to verify Information

I'm having issues with ordering a Macbook Air online through Best Buy. The orders seem to always get canceled, with this message:

 

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

I have tried ordering again But every time after 30~60 minutes, I get sent the same kind of cancelation email.

 

The payment information I used has worked for me when ordering other things online from Best Buy my card were authorized by my bank with no problem, so I don't think the issue should involve my payment information.

 

Does anyone have any tips on how to resolve this?

 

Emerging Expert
Posts: 6,168
Registered: ‎02-25-2013

Re: Order getting Cancelled due to unable to verify Information

I would call or walk into your bank and ask. What you see online may not be the full story.

 

Especially if you have a history of buying regular things and then all of a sudden your buying an expensive computer. 

 

Someone at your bank, or computer scenario, may be flagging it and denying the purchase.

 

Also, sometimes people have a significant history of buying and returning things and they can get denied. 

Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query. I am not an employee of Best Buy and all opinions left on this forum are my own.
New Member
Posts: 4
Registered: ‎06-20-2019

Re: Order getting Cancelled due to unable to verify Information

I have a Capone Venture for 5 years and have a credit limit of 50K I also spoken to the manager 4 times about this and he ensure me that it’s not the bank that’s declining the transaction.
Emerging Expert
Posts: 6,168
Registered: ‎02-25-2013

Re: Order getting Cancelled due to unable to verify Information

Maybe you would be better off going into the store and just buying it direct.

 

On another note. Are you trying to have it shipped to a location other than the address associated with the credit card used for the purchase?

 

 

Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query. I am not an employee of Best Buy and all opinions left on this forum are my own.
New Member
Posts: 4
Registered: ‎06-20-2019

Re: Order getting Cancelled due to unable to verify Information

that would beat the purpose of being able to place the order online ? I have made sure that all the information regarding billing and shipping  are matching correctly with each other and with my card issuer. I had placed an order for a PS4 game for same day delivery the previous day. The order was approved and It was delivered within 2 hours . 

New Member
Posts: 4
Registered: ‎06-19-2019

Re: Order getting Cancelled due to unable to verify Information

I had a similar issue a few years ago around Thanksgiving ordering online.  Like you, after eliminating all of the most likely reasons for the problem, I searched the forums myself before finally calling the customer service number. I tried calling a few times and kept getting disconnected before speaking to anyone.

 

Out of frustration, I called the dedicated support number on the back of my Best Buy Rewards Zone card.  Of course, those agents are focused on issues with rewards certificates and such, so the agent politely reminded me they were unable to assist with my particular issue, but did transfer me back into the queue on the main number which I had tried calling previously.  Eventually, a customer service agent answered without dropping my call, and after some additional minutes on the phone, the issue had been resolved in the system. If I recall, I had to verify my card and account information and we reviewed the recent transactions. Again, it has been a few years, though.

 

Personally, I hate phone calls.  I absolutely abhor them and try to avail myself of all options to resolve an issue myself before speaking to someone/anyone--maybe from all the years I spent in toll-free technical support before changing careers.  In my case, the quickest resolution was a successful phone call to the toll-free number found on the corporate website. 1-888-BEST-BUY

 

Bear in mind, it usually takes longer for an issue to be investigated and resolved through the forums, as the moderators (corporate social media specialists) try to respond to posts in the order they are received. At least a few days seems to be fairly typical for most initial posts. A phone call will probably provide your quickest and/or easiest resolution. I personally prefer using the forums myself, especially to identify issues I can resolve on my own or ones that will likely require follow-up with one or more CSRs, as I cannot make/receive phone calls during working hours and therefore try to avoid any inevitable phone-tag situations.

 

Unfortunately, all I can do is offer my own previous experience as a customer who once had a similar problem.

New Member
Posts: 4
Registered: ‎06-20-2019

Re: Order getting Cancelled due to unable to verify Information

Issue has been resolved.

 

I tried placing the order again today and it went thru ! I guess I just needed to wait a few days after placing a previous order . 

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New Member
Posts: 4
Registered: ‎06-19-2019

Re: Order getting Cancelled due to unable to verify Information

Glad to hear it!