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Posts: 1
Registered: ‎04-17-2021
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Unable to cancel/modify online order

I made a purchase online, but noticed that it was using an old shipping address. I noticed it immediately but the three buttons to either make shpping changes, change to pick up, and cancel order are all disabled even though it is within the 30 mins. The expected ship date isn't until 10 days so hopefully this can be resolved before it ships.


Any help would be appreciated, thanks.

Posts: 5,177
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Registered: ‎11-29-2016

Re: Unable to cancel/modify online order

Good morning, dhvien28,


Welcome to our forums!  As someone who’s lived in 3 different apartments within the last 5 years, I know how frustrating it can be to discover your order has accidentally been shipped to an old address.  It’s disappointing to hear this is the case with your most recent order, but I’ll be happy to see what we can do to resolve the issue going forward.


As it sounds like you’re aware, you can cancel your order as long as we haven’t begun the shipping process, which is usually within 30 minutes of placing the order, as outlined in our Cancel Your Order Help Center article.  Outside of this timeframe, our ability to modify the order may be limited, but I’ll be happy to take a closer look and offer any additional assistance I can.


For me to do so, I’ll just need a few pieces of additional information from you.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


This should be enough information for me to get started.  As you can imagine, we’ll want to keep this sensitive information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature to get this information sent my way.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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