Reward certificate has already been redeemed

[vanillaladiee]

I've seen a few people post the same issue here previously but none of the post have resolutions listed so I'm wondering what happened with your certificates for those of you who received this error. 

Background: I tried to make a purchase and used my $10 certificate. When I checked out, my card got declined for some reason. After I fixed the issue and tried to apply the certificate again, I got the "Reward certificate has already been redeemed" error. It still shows up in my cart like I can use it but then I get that error. The problem is that I did not actually redeem the certificate because the first transaction failed. No order was placed. 

From previous posts, it sounds like Sephora tells you to contact Comenity and Comenity tells you to contact Sephora. What do I actually need to do to get my $10 certificate back? See screenshot below. Initially, you are able to click the Apply button but then that message appears. 

[DaneeBT]

Hi @vanillaladiee I'm so sorry about this! You will need to reach out directly to Comenity Capital Bank for assistance with the reward as we don't have access to Comenity's system to look into this. I'm sorry for the trouble!