Unable to place my order

[Namsaj]

When I try to place my order I receive the message:

"Unable to place your order. Please verify that your card information and billing address are correct.

If applicable, we have reversed any pending charges to your account."

I am purchasing using a gift card (which I have not used, I literally scratched for the number and pin while I was purchasing). I received the gift card in store as I received a store credit and I have the receipt which showcases how much is on the gift card. 

I am so confused as my billing address and shipping address have always been the same and why am I now receiving this message?

Does anyone know what to do or how to fix this? 

[LaurieBT]

Hi @Namsaj,

Are you using a prepaid gift card? If so, please be sure to register the billing address with the gift card before attempting your order. For further assistance with placing your order, please call 1-877-SEPHORA (1-877-737-4672) or chat online here: https://www.sephora.com/beauty/contact-us

You might need to keep the chat page open for a few minutes until it becomes available. 

Best regards,

Laurie

[Namsaj]

Hi, no not a prepaid gift card. I’m using a store credit. I used my Sephora gift card on an item and it didn’t work out (I didn’t like it) so I returned it and got a store credit from Sephora (on a gift card).

I am trying to use that store credit which is in a gift card and that error message keeps on popping up. 

[LaurieBT]

@Namsaj, I'm sorry, Store Merchandise Credits can't be used online. Only gift cards with a 16-digit card number and 8-digit pin number can be used online. However, Store Merchandise Credits never expire and can be used in stores.

Best,

Laurie