Sephora cancelled by orders due to “unsuccessful authorization”

[sunnybeach252]

This week I’ve had two orders cancelled for “unsuccessful authorization.” I used two different cards respectively for these orders since the first cancelled for an “unsuccessful authorization.” I figured it was a glitch with that card. Once it happened again with the second card I contacted the merchants of both cards who said there’s no issue with my accounts. I’m not trying a third time. I don’t trust  Sephora with my financial information. I found the items on Amazon and ordered there. I still want to know why this happened with Sephora. When I first discovered all this I went to the website and it was down. Now that’s it is back up I got on here trying to understand what is going on with all this. I then saw other threads going back multiple years with this same issue. This seems unprofessional of Sephora to have this chronic issue and to still not have it resolved at this point. 

[chicopee]

Keep keeping unauthorized transaction. I reached out to customer service on the phone and that didn’t help so I reached out via email and they told me to call. I have been on hold for 36 minutes and still counting. Absolutely horrendous customer experience 

[LaurieBT]

Hi @chicopee,

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

Best regards,

Laurie 

[juju9019]

I am having the same issue. Customer service said they needed to submit a form to a department and my order has not been placed after the cancellation.

please help. 

[keelybt]

@juju9019 I see this is being reviewed and you can expect to receive an update by email once the review has been completed. 

[juju9019]

Thank you! 

[janazzam]

I had the same thing happen to me. 
It said Standard order: unsuccessful authorization.

and order status: cancelled

but the weird thing is it also says delivery by Monday the 29th. Money has been taken from my card already. About 98 dollars. I just want my products please.

[838382929292929]

Yes! I placed my order on January 29, and a couple hours after, saw that status of my order is cancelled and standart order is Unsuccessful Authorization. But money is taken out of my bank account. Still don’t know what is the issue 😞

[LaurieBT]

Hi @838382929292929,

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

Best regards,

Laurie 

[AAZMK]

Yeah this happened to me last night.

No email notification or anything, just came to look at the order progress and saw unsuccessful authorization and that my order has been cancelled.

Will I get my items?

Will I get a refund?

What's the way forward?

[DaneeBT]

@AAZMK Oh no! I'll send you a PM.

[DaneeBT]

@janazzam Sorry to hear about this! I'm sending you a PM.

[KayleighInsider]

  Yeah, I recently ordered from Sephora to, never had any issues until now. I put in a order for one item and some samples and got an email saying that its waiting for the order to be put in transit. I got back two days onto my Sephora account and checked my order status and it said it was cancelled and unsuccessful authorization, I never clicked cancel nor have had a problem with my card. I paid with a e-gift card I got for Christmas and put the rest on my card. I just put in another order after checking to see If I still had my money, I do have my money. Hopefully this order goes through because I'm already upset from not getting my products I ordered 4 days ago, Sephora what is going on? If this order don't go through I'm going to give up on Sephora and go to Ulta and order from them.

[Samanthalol2]

The exact this happened to me. I have never ordered from Sephora before and I am not pleased to have my order canceled without my knowledge. I just want my products Sephora!

[keelybt]

@Samanthalol2 I see that you have now been assisted with this by chat. 

[hannaT23]

The same thing happened to me, even though I’ve ordered from Sephora several times it said unsuccessful authorization with the first card so I thought it was the card so I tried again with a new card, and same thing, I know it’s not my card because I contacted my bank and they told me there was nothing wrong with my card. I don’t know what’s wrong with the app but hopefully I can order my stuff soon.

[DaneeBT]

Hi @hannaT23 I'm sorry to hear that! I'm sending you a PM.

[Selineni]

This just happened to me as well. I don't get it, since I'm pretty sure I don't have any problem with the card I was using. This was my first time trying to order from Sephora.

[DaneeBT]

hi @Selineni oh no! i'm sending you a PM.

[LaurieBT]

Hi @sunnybeach252,

I'm sorry for the trouble. The Unsuccessful Authorization status means we were not able to process the order. There are multiple reasons as to why this can occur and I'm happy to take a look in more detail. I'll send you a message shortly.

Best regards,

Laurie 

[silksheets]

This also happened to me for an order I placed on Jan. 27th. I called customer service twice yesterday. The first person had me go through a verification process and told me to watch out for an email. I then called a second time to verify the time line for said email bc I wasn’t told a time frame and I forgot to ask before - apparently typically a 48 hour wait. Tbh, I’m not even sure what the email is supposed to be and whether another order was placed on my behalf.