"Unsuccessful Authorization"

[Animel]

Hello community!

I attempted to place an order several times, and even had a phone rep place the order for me manually (the rep made a mistake the first time the placed it and had to immediately cancel and reorder). However, after not getting any other updates after the "order confirmation" email, I started to worry. I saw an "unsuccessful authorization" status, despite not getting an email that the order was cancelled or all of the money refunded to my card for the order.

I saw other posts from around the same time, and some people mention that some of the IT people say it's an issue with the "yaysamples" promotion. I have never experienced so many issues with ordering from Sephora and it's making me kind of anxious! I trust it to get figured out... I just really hope I can take advantage of the sale. If anyone from the mods/care team can email or message me, that would be great! 

[Animel]

@tinatinytuna @Meredith68 After a long wait, my shipping was finally updated over the weekend 🙂 My package should arrive some time in the next week or so. It took a while, but I am only BI status now. I haven't been VIB in years. 

[tinatinytuna]

Hello @Animel !

Welcome to my world. Dating back to early 2021, I’ve been dealing with this. I’d get the ‘other cancellation’ notification, shortly after will see that it was an ‘unsuccessful authorization’ (even though I use the same 2 cards ALL THE TIME), call and / or email to Sephora and basically they tell me the same thing that I am reading. I have to wait 24-48 hrs (sometimes I’m told 7-10 business days LOL) and nothing is ever resolved. I’ve missed out on sales, promos, you name it. 

NOTHING IS EVER RESOLVED nor will anyone connect me to their IT dept. This is clearly a glitch. I’ve been a ROUGE for years! 

I’ve contacted Sephora on Insta, nothing lol. Zero help. Via email, phone, ditto. 

This needs to be fixed. It’s unacceptable! We spend so much of our hard earned money for this to happen AND to get no help?! Come on. That is just awful.

Do better, @Sephora!

[Meredith68]

Same story here, I've been a rogue for maybe a few years at this point, I have never had this issue until this year. 

I think this unsuccessful authorization has caused me too many hours trying to troubleshoot with sephora and I just want to slowly ease off of sephora at this point, the pain is not worth the gain. 

[Animel]

I work in tech so I know that CRMs and purchase/store integrations can be very finicky-- especially during busy seasons. As customers, we definitely should expect great service from companies that pride itself on it like Sephora, but sometimes stuff like this sadly happens 😕 

Sadly, the window of time for feedback ended and I still didn't hear from anyone, so I opened a help-chat during my lunch and they told me to call again. I'm glad that each of the representatives left very thorough notes about my ongoing situation for everyone to reference! 

I just got done working out another attempt at the same order with a new phone rep. Wish me luck that it goes through! Fortunately, each time that the system broke, it did eventually refund my points and the charges disappeared from my card. 

[keelybt]

@Animel I'm sorry to hear this! I will send you a PM to help.