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Posts: 1
Registered: ‎11-11-2019

Purchase Dispute

I purchased a Surface Pro 6 on 8/9/19 and returned it on 9/4/19.  I exchanged it for a Surface Laptop 2 which was backordered and could be picked up on Sunday 9/8/19.  At the time of returning the Surface Pro 6 I was issued a credit for it and recharged for the Surface Pro 2.


On Saturday, 9/7, I changed my mind and cancelled, on line, the Laptop 2.  Never thought anymore about it until I received a statement showing I owed for the Surface 2.  Since September 9, 2019 I have bbeen disputing this with no satisfaction,  I finally was told today by a BB employee that they could no longer help me.  


If I had picked up the purchase in the store on 9/8/19, would I have had to sign for it?  I never returned to the store and I never picked it up.  I cannot get a credit for the non-purchase.  


Help would be appreciated



Posts: 351
Topics: 8
Kudos: 63
Solutions: 18
Registered: ‎11-23-2018

Re: Purchase Dispute

Hey, tjturner04,


Thanks for connecting with our community here on the Best Buy Forums! Please take some time to explore and chime in on your topics of choice.


When an order is placed with a credit or debit card, the funds are not collected until the order is being fulfilled (delivered/picked up). During that time, it is only an authorization that may or may not be held by the bank. If the order is cancelled, nothing is being refunded to a credit or debit card, since no funds were collected by Best Buy. The authorization should simply drop off, and the funds should be released by the bank. The timeframe for this to occur depends on your financial institution, and can take up to one full billing cycle in cases.


If you’d like me to check on everything being processed on our end, I’d be happy to do so. To get started, I would need you to click on the blue box in my signature below to send me a private message. Once there, please provide your full name, email, phone number, and order number/Customer Service Pin from your receipt.



Quinton|Social Media Specialist | Best Buy® Corporate
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