02-02-2019 05:19 PM
Subject line explains it. Attempted to make 3 purchases online this morning. Second was canceled, so kept trying again. Once by phone after explaining the issue to an agent. Keep getting a notice saying order is canceled becuase my informaiton cannot be verified. The information provided is the exact same as it has always been, and is correct. According to my credit card company, the authorization is placed on my card then Best Buy takes it back a few minutes later. Hoping the problem had cleared up, I tried purchasing a slightly different item tonight, but exact same thing happened. Hoping for some help.
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02-02-2019 05:43 PM - edited 02-02-2019 05:47 PM
Hi there, h2h81,
I like to do as much shopping online as possible since it’s usually so convenient. In your shoes I’m sure I, too, would be quite annoyed if orders were unexpectedly cancelling. I’d be happy to speak to you about this in more detail.
Generally speaking, checking with your financial institution to ensure that all of your information is entered correctly is a good step when troubleshooting cancelling orders. If information your bank has on file doesn’t match what you enter for billing information on your order, for example, that could cause a cancellation. As you’ve already touched base with your bank, checking out the shipping address is the next step I would suggest, as you can see from the Knowledge Base article here, having an incorrect shipping address can cause cancellation, as well.
If you’re still having difficulty placing orders successfully, I would be delighted to look at those more closely. So I can do that, please send me your full name, phone number, email address, and your recently cancelled order numbers. To keep your information secure, send that information via private message by selecting that option from my signature below.
02-03-2019 08:45 AM
Thanks for the reply, and since it's the only credit card I've used with Best Buy since the 1990s aside from changing expiration date to the best of my recollection, and the only information I've used from name, address both billing and shipping and everything else I can think of across a couple of years of enough purchases to be Elite Plus or whatever the status is called, and since the same information was apparently fine for the 2 of 3 purchases that did go through (the multiple canceled ones were just repeated attempts at a third), I'm going to take you up on the private message. And as I said, my credit card has confirmed to me twice now that on their end, they see Best Buy placing placing charges and then reimbursing within minutes, so it's not an issue with my financial insitution with whom I have a close relationship.
02-05-2019 10:41 AM
Good morning, h2h81,
Thanks for getting back to me!
Thanks very much for your detailed reply to my initial message. I very much appreciate the context so I can understand your situation better. I’ll be sending you a private message shortly regarding your situation. You should be able to view your private messages by logging into the forum and selecting the envelope icon in the upper right-hand corner of the screen. Thanks for being an Elite Plus My Best Buy member!