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New Member
Posts: 1
Registered: ‎10-01-2022

Orders always canceled because cannot verify my information

Hello, 

 

I've tried to figure out why my purchases online always get cancelled. I've contacted best buy on the phone/live chat - I've tried all the payment methods/contacting my bank but it seems to be an issue on Best Buys side, this has been going on for a week where I was told by support this issue would be resolved within 24 - 48 hours. 

 

What am I supposed to do? Why are all my orders being cancelled within a few minutes? My credit card, billing information, and shipping address is all the same and correct. I've only purchased 4 things in the past with no issue, but now it's all being cancelled.

 

Thanks you!

 

 

Posts: 141
Topics: 2
Kudos: 16
Solutions: 5
Registered: ‎11-03-2020

Re: Orders always canceled because cannot verify my information

Hello, Jonzhu!

 

Welcome to the Best Buy Forums! We appreciate you reaching out and bringing this to our attention regarding order cancellations. I can understand how this is a very frustrating experience, I would also feel the same way and wonder what's causing this. I would love to assist and see what's possible. Can you please send over a private message with your full name, phone number and email address? You can click on "Private Message" right next to my signature. 

 

Kind regards,

Alex|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-03-2023

Re: Orders always canceled because cannot verify my information

I am having the same issue and have done all that "jonzhu" has done. We are ready to completely stop shopping here. I want to stay here because of the total tech but if you will not allow me to make a purchase then we hve no other choice than to buy from Amazon.

New Member
Posts: 5
Registered: ‎02-03-2023

Re: Orders always canceled because cannot verify my information

same issue again this is a bug in your code please fix this.. multiple users now complaining about same thing..

 

credit card companies are saying no issues on their end, bb card or non bb card.. my orders from december and on are now auto cancelling for no reason when it worked just fine with SAME data on my account (name, address, payment info) nothing changed to trigger a verification failure when you can see in my account i have successful orders and points from those orders just fine.. but as of december regardless of what i try to order it places it it emails me about we are getting  your order ready/processing and then followed 1-2 mins window with cancelation.

 

this is a bug in your backend logic changes .. at least recently it has either auto started to flag account that have points/purchases or honestly don't know if an employee is marking accounts .. whatever is happening it is happening and please for god's sake just escalate this to your IT/production support people.. they have history of all our transactions and logs on these orders.

 

New Member
Posts: 5
Registered: ‎02-03-2023

Re: Orders always canceled because cannot verify my information

i even created a brand new account.. not tied to the one i was using for a long time and getting cancels on..

tried it .. 

 

called citibank to make sure credit card is good.. only thing this account share is my name and address to the previous one.

 

so my guess this is some kind of flag on a person/address and maybe this is why it's cancelling even in a brand new account .. i can send all details.. again these are recent as of even a few hours ago so there are logs on your servers with why of this.. 

 

this should be fixed.. either code or my database/user is flagged and can be fixed.. please escalatel this to IT production support and developers to fix.

Posts: 119
Topics: 1
Kudos: 12
Solutions: 8
Registered: ‎11-24-2021

Re: Orders always canceled because cannot verify my information

Hi, littleedward,

 

Welcome to our Best Buy Community Forums!

 

Cancelled orders are never ideal. The most common reasons and ways to trouble shoot the problem can be found by visiting the Why Was My Order Cancelled page. If you are still in need of assistance, simply send a private message that includes your full name, phone number, and email address.

 

Sincerely,

Tina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-03-2023

Re: Orders always canceled because cannot verify my information

This is the same answer I get Tina...no real solutions. I've tried for nearly a week and now I am no longer interested in ordering from Best Buy. This is a problem that has been going on for sometime and Best Buy is either unable to fix it or unwilling to make it a priority. I ordered the product from Amazon. I'm very disappointed with Best Buy.
Posts: 119
Topics: 1
Kudos: 12
Solutions: 8
Registered: ‎11-24-2021

Re: Orders always canceled because cannot verify my information

Good morning, littleedward,

 

I hope that you have had a great start to your day. I can understand your disappointment with being unable to place orders at BestBuy.com and am saddened to know that you have retrieved the product you needed from another source. Please know that we are happy to have you as part of our Best Buy family. Though I cannot promise a different outcome, I'd be happy to take a look as well as document this into our corporate system for review. If you would like me to get started, simply provide your name, number, email, and order number in a private message.

 

Kind regards, 

Tina|Social Media Specialist | Best Buy® Corporate
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Posts: 136
Topics: 0
Kudos: 33
Solutions: 6
Registered: ‎11-08-2021

Re: Orders always canceled because cannot verify my information

Good Afternoon, kitefite.

I have responded to your message privately and will continue to assist you in those messages.

 

Kindest regards,

Bobby|Social Media Specialist | Best Buy® Corporate
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