Unsuccessful Authorization Order

[Anonymous]

Hi,

I have tried to place an order for the 4th time now, but it always says "unsuccessful authorization". I checked with the bank and credit card company and they told me there is no issue with my card so it must be a faulty system.

I know that the shipping address is different from the billing address, since I live outside of the US. Hasn't been a problem before, though.

Can someone please help me?

[JaneanBT]

Hi @Anonymous,

I will send you a private message in regard to this. Thanks! 

Best Wishes,

Janean

[ppaauu]

hello!

im having the same issue! would you help me?

[LaurieBT]

Hi @ppaauu,

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

Warm regards,

Laurie

[wendyxma]

This just happened to me too! I didn’t get an email notification or ANYTHING. I emailed them, but the sale ends at midnight and I didn’t realize they cancelled my order until a few minutes ago. I just used my credit card to buy something else online and that order went through fine. I don’t understand what is going on with Sephora. I am also a Rouge member and this constant cancellation is definitely making me consider shipping elsewhere. 

What is going on Sephora? This is definitely not a good way to treat your customers. 

[sonny]

I had two different orders cancelled with "Unsuccessful Authorization" reason. Both times I called customer service and both times they said Sephora doesn't deliver to business addresses.  I don't understand why they don't note this limitation when you place an order or in their Saved Addresses page.  Also, how is the description Unsuccessful Authorization helpful? Each time I called Sephora, I tell the rep that cancelling an order without notifying the client is a VERY bad customer experience. That's right...I never got a email, text or call to let me know my order was cancelled.  In fact, it still shows as "pending" on their website.  Even more annoying is that I ordered my items during the Beauty Insider event (15% off) but now 3 out of the 4 items are out of stock, and the one item they do have in stock they won't honor the 15% off.  Oh, did I mention I'm Rouge so it's not like I'm a occasional Sephora shopper.

EPHORA - You REALLY need to listen to this feedback. Based on the posts, your loyal customers are REALLY annoyed and ignoring the problem isn't a solution.  In this digital day and age, you need adapt or you become irrelevant.

[RenelleFam]

I have the same problem too!! My order being canceled (Unsuccessful Authorization) without any notice and when I emailed them and they blamed on my credit card but my credit card is totally fine and there's no issue with my card so obviously, they just trying to get over their problem. I'm so frustrated too because I place my order during the VIB 20% off sale and now my order is being canceled and don't have the 20% off anymore.

[DaneeBT]

Hi @RenelleFam,

I'm sorry to hear your order has been cancelled and for your experience! I'll look into this then send you a PM.

Always,

Danee

[einalaska]

I opened a UPS Store mailbox two years ago.  It keeps all my mail and packages safe from sitting on my front porch.  The UPS Store excepts ALL forms of mail.  USPS, FedEx, DHL, UPS... everything.  Its like having a personal receptionist. Its a brilliant and secure way to have mail.  The only other options? My fully exposed unsecure mailbox on the street or a P.O. Box that ONLY accept USPS mail.  I am VIB Rouge and have been for years.  Suddenly Sephora starts cancelling my online orders.  Status: Unsuccessful Authorization.  Over the phone customer service explains "we do not ship to businesses".  SINCE WHEN???  The perks of shopping Sephora aren't there.  I'll shop elsewhere.

[LuckyCookie]

Exact same situation here. It is so idiotic that in 2018 they expect us to be sitting in your living-room and/or porch waiting for the FedEx/UPS truck to arrive with your order, like I don't have a life or a job to go to. What's wrong with sending the packages to a UPS Store which uses a regular, normal street address and your package will be safe from theft?

Shame on you SEPHORA, fix this or you will lose me and many others as customers.

[einalaska]

I opened a UPS Store mailbox two years ago.  It keeps all my mail and packages safe from sitting on my front porch.  The UPS Store excepts ALL forms of mail.  USPS, FedEx, DHL, UPS... everything.  Its like having a personal receptionist. Its a brilliant and secure way to have mail.  The only other options? My fully exposed unsecure mailbox on the street or a P.O. Box that ONLY accept USPS mail.  I am VIB Rouge and have been for years.  Suddenly Sephora starts cancelling my online orders.  Status: Unsuccessful Authorization.  Over the phone customer service explains "we do not ship to businesses".  SINCE WHEN???  The perks of shopping Sephora aren't there.  I'll shop elsewhere.

[SianBT]

Hi @Halsey712 @lulubunny @Mante, 

I'm sorry to hear about this. If you are still experiencing difficulty placing your orders, please call us at 1-877-SEPHORA or send me a PM with your registered email address. I'd be happy to look into this for you. 

Bisous, 

Sian

[Anonymous]

I seem to be having this unsuccessful authorization  problem aswell but to my home address and ive called the bank they told me it was on sephoras end can u help me out 

[DaneeBT]

Hi @Anonymous, 

I will look into this then send you a PM!

Always,

Danee

[Halsey712]

This has happened to me several times as well. Sephora always says it is out of their hands and blames the bank, but the funds are always removed/authorized and there are no issues on my card or banks end. And then my funds are held by sephora for 30-45 days before being released. I almost always purchase gift cards now to make sephora.com purchases because it's just getting ridiculous.

[LuxxyLoo]

I think we should file a lawsuit

[ZakiyaBT]

Hi @Anonymous,

I am so sorry to hear this! I will send you a PM for further assistance.

Best,

Zakiya

[Anonymous]

Besides they probably have already forgotten how they got themselves sued in 2013.

[Anonymous]

I got cancelled like almost 10 times. I tried to reach their customer service and got answers like card issues (we all know that's just an excuse🙄) and changing too many different addresses (that's exactly because they won't ship to the first address I tried.) I believe they are doing this since they see me as a reseller. Yeah it's all my fault I'm an Asian with a Chinese name so I must be reseller. How reasonable. I've been rouge for years and most of my purchases were made in Ontario (with 13% tax). What kind of reseller would have done that. Huh? If Sephora and LVMH want to play racism then how about let's not skip the "Chinese are math masters" part?

[Kat3784]

I I have tried placing the same 2 orders a dozen times now, first using my regular credit card info then trying 2 other credit cards as well as Paypal.  All the orders are listed as unsuccessful authorization - despite the fact that the cards work fine at other vendors and all my information is correct. I have ordered from sephora online regularly for years and never had this issue. How can I get it resolved so I can order online again? 

[lulubunny]

This happens to me constantly. Did you ever got a resolution? I gave up and went into the store. I am a GREAT customer, this is simply ridiculous. My address matched my billing address.

[einalaska]

The only resolution I got?  After calling customer service AGAIN, the very kind rep wrote a note to possibly flag the processing dept to please let it pass through... AND IT WORKED!!  So now if I want to place another online order, I'll have to call customer service in hopes of finding a nice rep that will write a nice note that might maybe get thru processing?!  seriously?  Why bother?