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Posts: 1
Registered: ‎11-03-2019

Unfortunately, we were unable to verify your information, so we canceled item(s) from your order.

I placed my first order for an Iphone 11 Pro Max and everything was going well, I cancelled it to change the color (which was not avaliable anyway) then placed the order and it cancelled. I placed the order 3 other times and they all got cancelled. I called the number on the on the cancellation message I received to find out what is it that they needed to verify and the girl said she could send an email and I should expect a response within 24 hours till 10 days. This to me is extremely frustrating and a really bad first hand customer service experience with Best Buy.   

Posts: 710
Topics: 40
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Solutions: 28
Registered: ‎07-23-2018

Re: Unfortunately, we were unable to verify your information, so we canceled item(s) from your or...

Hello, Rosa29,


Thanks for connecting with us here on the Best Buy Forums. We appreciate you thinking of Best Buy for the new iPhone, but I am sorry to learn your attempts at placing an online order were not successful. There are a variety of reasons an order may be cancelled, and I can definitely understand reaching out to determine why that was the case for you. Often, we find the information being entered in the “Bill To” section, may not match up with the details on the form of payment being used during checkout. It’s always recommended to contact your financial institution, to verify everything is correct.


As it stands, if you still require assistance, we’d be glad to review this with you. There is a team we work closely with, that may be able to provide more insight as to the reason behind the cancellations. We will be available in private message, where we can verify the required information to access your recent attempted order. To get started, just select the darker blue box to the far right of my name below. Please include your full name, email address, telephone, and order numbers in your correspondence.



Sarah|Social Media Specialist | Best Buy® Corporate
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