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Post in Customer Support
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Why do my orders keep getting cancelled for no reason??

I placed an order a while back and it was canceled. I called in and was told that my account needed additional verification to make sure it was me using my card? Anyway, the rep fixed it and said I should be all set from now on. 

Fast forward to a couple weeks ago, I placed another order and I got and email that this one was cancelled. I called and was told the same thing, that Sephora’s system is requesting verification for most online orders (even though it cleared my credit card). The CS rep assured me everything was still in stock and re-placed the order for me, and I gave her my card over the phone and she confirmed it went through and was processed fine. 

I still hadn’t received it OR any email updates so I just checked my account and it was cancelled AGAIN! What is going on?? I see I’m not the only one having this issue, either. I’m ready to just order from someplace else at this point.  

Re: Why do my orders keep getting cancelled for no reason??

Same. It happened to me before and I thought maybe a fluke then twice in the last day and no notification of it being cancelled, I only knew through looking online. Credit cards accepted the charge. Not sure the issue 

Re: Why do my orders keep getting cancelled for no reason??

@Mar1ssa sorry to hear about this. I'll send you a PM. 

Re: Why do my orders keep getting cancelled for no reason??

If just happened to me too :(.

How do we fix this?

 

Many thanks.

Re: Why do my orders keep getting cancelled for no reason??

@MaiteAline Sorry to hear that! I'm sending you a PM. 

Re: Why do my orders keep getting cancelled for no reason??

Same thing happened to me. Was Sephora able to fix? I placed an order on the April 15th and the ordered was cancelled. I called customer service to verify payment and asked for them to reorder twice and both were cancelled. Finally, I chatted with customer service and explained the whole scenario and they assisted with placing order and that one yet again was cancelled for the fourth time.. extremely frustrating.

Re: Why do my orders keep getting cancelled for no reason??

Hi @litoshorttina,

 

I'm sorry about this! I'll send you a message.

 

Best,

Laurie 

Re: Why do my orders keep getting cancelled for no reason??

Same here! I placed my order three times with different credit cards and it always got almost immediately cancelled for no reasons. Need help!!

Re: Why do my orders keep getting cancelled for no reason??

Hi @elephantava,

 

I'm sorry to hear this and I received your message. I'll respond shortly.

 

Best,

Laurie 

Re: Why do my orders keep getting cancelled for no reason??

Hi @RavenStar17,

 

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

 

Best,

Laurie 

Re: Why do my orders keep getting cancelled for no reason??

I’m having this issue as well and it is incredibly frustrating! I have been a Sephora customer for over a decade and have never had this happen before. It’s making me not want to shop with them any more. 2 orders canceled so far. No idea why this is happening to say many people. 

Re: Why do my orders keep getting cancelled for no reason??

I’ve talked to several different people now and I keep being told somebody will get back to me and I still haven’t heard anything.

 

The last rep told me I would hear back in one to four business days which conveniently ends up being right right after the current sale ends. If something isn’t fixed with this soon, I am taking my business elsewhere. 

Re: Why do my orders keep getting cancelled for no reason??

@RavenStar17 I'm sorry to hear that! I will send you a PM. 

Re: Why do my orders keep getting cancelled for no reason??

Yep, it makes no sense at all. I chatted with two CS reps and didn't get anywhere except they submitted it for further review and they couldn't help me anymore. It is incredibly frustrating and obviously happening to a LOT of people.

 

It makes me want to just order from someplace else.

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