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Posts: 6
Registered: ‎07-31-2019

Order keeps cancelling on Bestbuy.com

[ Edited ]

I have been attempting to make a purchase the last 2 days online. I even called in the order, but it cancels every time due to not being able to verify info. I have been on the phone with credit card issuer and everything is fine on that end. The last order # [Removed per forum guidelines]. Please help!

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Posts: 1,362
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Registered: ‎10-03-2017

Re: Order keeps cancelling on Bestbuy.com

Hello, msawyer76,

 

While it is a rare occurrence that orders are auto-cancelled due to verification issues, it can happen from time to time. I'd love to take a closer look at this and see if I can help in any way. While I can't promise an outcome, I will certainly try to find a resolution. To start, could you please shoot us over a private message with your full name, email address, phone number, and the last order number? I'll see what we can do from there!

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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Registered: ‎07-31-2019

Re: Order keeps cancelling on Bestbuy.com

Dave-BBY,
I sent a private message. Thanks for any assistance you can give.
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Registered: ‎07-31-2019

Re: Order keeps cancelling on Bestbuy.com

If this helps....I recently noticed an order being placed on my account on July 18th (which was cancelled), not by myself, but by another Matthew Sawyer with a different address.???
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Re: Order keeps cancelling on Bestbuy.com

[ Edited ]

The order number on that attempted purchase not by myself was [Removed per forum guidelines]

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Posts: 1,362
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Registered: ‎10-03-2017

Re: Order keeps cancelling on Bestbuy.com

Hello, Matthew,

 

I'll continue our conversation via private message as to not expose your personal information or the outcome of your case publicly. 

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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Posts: 1,362
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Registered: ‎10-03-2017

Re: Order keeps cancelling on Bestbuy.com

Matthew,

 

I went ahead and took a peek at the order and I do see that the authorization did not successfully go through on the payment method. Have you attempted to reach out to the issuing bank to verify this transaction?

 

Dave | Best Buy Corporate

Dave|Social Media Specialist | Best Buy® Corporate
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Registered: ‎07-31-2019

Re: Order keeps cancelling on Bestbuy.com

Yes, I talked to them 2 different times yesterday...both times after trying to place an order.
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Posts: 1,362
Topics: 17
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Registered: ‎10-03-2017

Re: Order keeps cancelling on Bestbuy.com

Matthew,

 

Gotcha! What I can go ahead and do is reach out to our credit department and see if they have further information on this issue. They'll be able to nail down what the root issue is and how we may be able to fix it. How does that sound? Please note that general turn-around time for these requests are about 3 to 4 business days.

 

Dave | Best Buy Corporate

Dave|Social Media Specialist | Best Buy® Corporate
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Re: Order keeps cancelling on Bestbuy.com

Thanks.