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Post in Customer Support
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Unsuccessful Authorization problem-- what is up with this!?

Good morning!

 

I have had 5 orders get cancelled due to "Unsuccessful Authorization" within the past month.  I just replaced my order for the THIRD time with all of my products yesterday (the last day the 20% off was going on) and I'm praying it doesn't get cancelled. I have missed out on a few products because they're now out of stock. If this happens again I will probably just give up. I'm placing $500+ orders (I've been waiting for the 20% to happen all year long) and my credit card is getting the pre-authorization hit so I don't understand the issue. I was on the phone with customer service last Wednesday for over 30 minutes and they told me that my account was locked so they unlocked it BUT the 2 orders I placed after that were still cancelled the same way. I called them again last night to make sure my new order wouldn't get cancelled and they said it looks fine on their end for now. I've also been back and forth with customer service on Twitter for a couple weeks now. It's so frustrating!

 

I placed an order in with no issues in August and I used the same exact credit card information.

 

 

**EDIT: I just called my CC company and they are approving this purchase (they also approved the others). If this gets cancelled again it's NOT a CC issue, it's a Sephora issue!**

3 Replies
AnonymousInsider

Re: Unsuccessful Authorization problem-- what is up with this!?

I am having the same problem! I placed one order during the first sale and it got shipped. The other two I placed on the 10/11th  got cancelled! one of the items is already out of stock 😞

 

I just placed another two, I am waiting patiently! hopefully there won't be any surprises since this is the last day of Sale :'(

Re: Unsuccessful Authorization problem-- what is up with this!?

My problem was that they needed to verify some information (like my address and CC numbers)... I'm not sure WHY but they did. You have to call customer service and they need to send a request to the solutions team.

 

My issue is still not fixed.

 

Apparently the beauty advisor I spoke to last Wednesday (11/8/2017) put my request into the solutions team and they still haven't looked at it. I spoke to a manager yesterday (11/14/2017) and she sent a personal e-mail to the solutions team asking them to confirm my information ASAP... she was supposed to call me back yesterday but she never did.

 

My last placed order hasn't been cancelled yet but I'm betting it will be cancelled tomorrow. I have to call back again today but it's hard because you end up on hold for so long. Make sure you have time to speak on the phone because both of my calls were over 30 minutes long.

 

I'm definitely not happy. If you keep placing orders they're going to get cancelled. Call customer service ASAP to try to fix your problem before they cancel that last placed order.

 

They can't change the order either... I asked them to make the shipping 7 days or whatever the longest option they have is so it gave the solutions team more time to confirm my information and the manager said she couldn't do that. They also can't reinstate it after it's been cancelled. COMPLETELY frustrating!

You can try calling the bank and make sure they're allowi...

You can try calling the bank and make sure they're allowing the purchases to go through. the banks and cc companies block a lot of transactions that don't look right to them, so if you're placing multiple orders for $500+ that would look really suspicious to a bank/cc company, especially if you don't do things like that often (financial advisor)

Re: You can try calling the bank and make sure they're allowi...

Fair point. I'll call my CC company right now. Thank you very much.

You're very welcome!

You're very welcome!

Re: You're very welcome!

OK Sephora-- the ball is in your court now. I just got off the phone with my CC company and they already approved this purchase. They said if anything gets cancelled from this point it's on your end, not theirs. This purchase has already been approved by them.


Thank you for the suggestion bbleaf! It's good to know it's not a CC issue... that hadn't even crossed my mind!

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