Order didn't go through but my points are gone

[Anonymous]

Hi Sephora, 

I tried making an order today but it didn't go through and there was an error message.  I refreshed the page and everything in my bag disappeared.  I looked in my order history and the the new order didn't appear, nor did I receive an email so it doesn't seem like the order went through.  However I see that the points that I spent on that order are gone.  Now I have no order but less points.  Please get back to me and thanks! 

[Anonymous]

No I have my points back.  Thanks! 

But my paypal was charged despite the order not going through.  Please help! 

[RaquelBT]

Hi @Anonymous,

I'm sorry to hear this. I'm going to look into this and send you a private message shortly to assist. 🙂

Best Regards,

❤️ Raquel