My orders kept being cancelled

[Abdkq]

My orders have been cancelled for TWELVE times. The cancellation email is the same everytime. "Your Sephora.com order #xxxxx has been canceled because we were unable to confirm your payment information." Six times in August, then one order was successfully placed, after that my orders kept being canceled again for six times. I called in every time I receive the automatic cancellation email, representatives have submitted lots of forms and CONFIRMED my account looks good and they don’t know why my orders got cancelled. I have also received emails from Sephora saying that I could place order again after forms have been reviewed. I tried place orders using gift card only and also tried pay with PayPal. Both billing and shipping address are my home address. I don’t understand why the system kept cancelling my orders and said my payment cannot be verified. I mean for the orders using only gift card what does it mean you cannot verify my payment information?? I have been a rouge member for so many years and I’d never had this problem before except this year.

[cocoshur]

any update of this was resolved? im having this ongoing issue no one has been able to help . its beyond annoying

[DaneeBT]

@cocoshur I see that Keely sent you a PM t=on 11/6. To view our PM, please click on the bell/envelope icon in the top right corner of BIC, then select the message. Thanks! 

[cocoshur]

yes she did nothing but said to call to verify information which i have done over 22 times. adn yet still orders being cancellecdd its truly insane and awful

[patriciawjy]

Yes so so agree with this one! This also happened to me until i was so lazy to make purchase at sephora. Calling my bank as well to check what happens with this, and the bank said there’s nothing wrong with my accounts. As well as sephora customers service dont know what happen with this too!

mostly this problems only occured when sephora got sale. This year also re-occuring my first purchase confirmed and 5 of the next order got cancelled without any notice. 

[beautyinsider]

Loyal Sephora Customer 10+ years...one of the first ROUGE program customers (even received my Beauty Insider card in a beautifully packaged wooden card holder). Tried placing order <$100 for GETGIFTING promo ending tomorrow 12/11...received an email order confirmation then a nearly instantaneous order cancellation email notification. Called Sephora Customer Service and was told by a rep that "more information was needed" to place my order, and that the only way to "unlock" my VIB account (the same one I've had for over a decade) is for the rep to submit "a form" to "a back-end team" for processing that takes 3-10 business days. And in the meantime, I am not able to place any orders online. So by the time they "verify" my account, the promo will be over...

[LaurieBT]

Hi @beautyinsider,

I apologize for the trouble and we can still assist you after the promotion has ended, if needed. I recommend allowing time for the appropriate team to review. I'm sorry for the wait and thank you for your patience.

Best,

Laurie

[LizzieDe]

I have been having the SAME issue it’s so frustrating

[keelybt]

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

[keelybt]

@Abdkq I'm sorry to hear that you are having difficulty. I will take a look and send you a PM.