Charged but order didn't go through?

[akik]

• The app crashed for me, like many others, so I went through the painfully slow process of ordering in browser. When I placed the order, I got an error message leading me to believe that the order did not go through, however, my credit card was charged. Now I can't get into my app or even see any order status in the web browser. I have not gotten an email confirmation either so I have no order number to speak of. Did I get charged without my order actually processing or is everything just super slow and backed up?

[diolaa]

Sephora charged me for an order I never placed, I call customer care and showed them the charge on my credit card (i don’t even have an email that gives me an order number or a cancelled order from sephora) and they simply told me “no order no charge, i can’t hell you mama” WTF if this?????? Why are you charging my card for no order and why didn’t you sent me an email???? By bank is requesting proof that you didn’t charge because on my statement it shows as a charge, I need sephora to take action here not be rude on customer care line. This is theft, why did you charge my card???????

[keelybt]

@diolaa I'm sorry for the confusion!  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us privately on Facebook, Instagram or Twitter. 

[danitzataveras]

hey! the same thing just happened to me!!! paypal charged me but sephora can’t find the order!!! what ended up happening??

[keelybt]

@danitzataveras If the order wasn't placed, it would a pending authorization, which should drop off your account within a billing cycle. We do not charge your card until an order is shipped. 

[biassedbug]

Same thing to me Klarna already charged me twice but send me back same page continue with Klarna AGAIN so I unable to complete order. Yesterday was same and I just left the cart without finish it because I couldn’t and the money went back after couple of hours. 

 

[DaneeBT]

@biassedbug Oh no! I'm sending you a PM.

[avateske]

yup same for me! my card isn’t going through, i keep getting error!! please help!

[LaurieBT]

Hi @avateske,

I'm sorry to hear this and I'll send you a message.

Best,

Laurie

[akik]

I just double-checked my credit card app and it looks like the charge was credited back. False alarm- phew! I'm hoping site issues clear up soon though so I can continue holiday shopping. 🤞🏼

[Anonymous]

How long did it take for the money to come back to your account if you don’t mind me asking same thing happened to me did it twice have a 100 out of my account but never got a conformation gave me an error saying order can’t be placed 

[LaurieBT]

Hi @Anonymous,

I'm sorry about this! I'll take a look and I'll send you a message.

Best regards,

Laurie

[DaneeBT]

Hi @akik,

Glad to hear that and I'm sorry for the issues on our website/app! They should be resolved soon. If you would like assistance in placing an order, please contact us via phone at 1-877-737-4672. Thank you!

Always,
Dnaee