$100 Reward Unsuccessful Authorization

[Emarzinzik]

So I manage to redeem my points this morning for a $100 reward.  I get my confirmation email and notification on the app.  It’s taken a year to get enough points to do this so I’m excited.  No link email after about an hour.

I’m concerned, since all my online orders have been mysteriously cancelled since around November of 2021. The only way to shop online for me is gift cards.  Any other payment methods fails.

I’m still not too concerned since this reward doesn’t have anything to do with a payment method, just points redemption.  And the points are redeemed already.  

I look at my order and there it is:  Unsuccessful Authorization.  For a reward.  They apparently can’t authorize a park with their own points. 

So I hop on online chat.  I got the exact same messages I’ve gotten since this started in November.  Call in, we’ll put in a request, check back in 48 hrs, there’s no explanation, etc.  So, no real help or reward.

Ive called to verify my information several times and each time, this happens again.  No one from any department can seem to tell me why this happens, or how to fix it.  If my account was “flagged” for online use, why aren’t I being told?  I’ve heard people are being banned for a year from online shopping, but why don’t they tell me that if it’s the case?  

I’m incredibly frustrated and disappointed not only at not getting my reward, but that cs is no help at all.  And my points are still gone so that’s great.  

Why does Sephora seem to hate its customers so much online?  Why is everything so difficult to do?  I’m guessing I’ll get the standard “ call us” advice again, but how many times do they expect me to reach out to fix their mistakes?  

 

[Arieshan]

Exactly the same issue here.

Customer service back to me after one week order canceled , and still tell me we cannot verify your bank billing address.🙃

[LaurieBT]

Hi @Arieshan,

I'm sorry to hear this! I'll take a look further and I'll send you a message.

Best regards,

Laurie

[smilesr4me]

I'm having the same problem for 3 weeks now. Any luck?

[Emarzinzik]

I can only seem to order online with a gift card, so I had a mini flawless filter in my cartand put the reward in.  I used a gift card at checkout and it all worked.  Just seems weird I had to buy something to redeem a reward.

 Hope this helps you.  Its such a frustrating situation.  And not one Sephora employee seems to care.  

[smilesr4me]

We're you able to redeem the rouge reward using a gift card? I considered it but was concerned it may use the balance and me not be able to get it back.

[Emarzinzik]

So cs contacted me this afternoon with a standard email.  Not even my name attached.  I’m supposed to contact them, even though I already have.  

What more information do they need to complete a rewards points transaction for an online code?  It doesn’t have to be mailed to me and there’s no currency being exchanged.  

Now I have to contact cs again so they can ‘escalate’ the matter again and send me this form email AGAIN.  

I have wasted so much of my time communicating with their customer service and nothing ever gets resolved.   Now I’m sitting on over 2500 useless points that I can’t redeem.  And somehow it’s my error? I have to verify my information for the 7th time? 

Unbelievable!!!

 

[keelybt]

@Emarzinzik I will look into this for you and will send you a PM. 

[smilesr4me]

I'm also having the same issue. Started happening after the recent update. If you have any advice please let me know. I thought it was only me but apparently this is happening to a lot of people now.

[heartsmyface]

@Emarzinzik  Ohhh, I’ve never heard of this happening before with a points perk.  Maybe it was a glitch?  @TeamBIC