Online purchase - can they cancel?

kat1888

Hi folks,


Ordered a jacket from Craghoppers. Submitted my bank card for payment and received a confirmation email saying my item would arrive in 4-5 days.


Next day, received another email from customer service saying that my card did not authorise and therefore my order has been cancelled.


Having submitted the correct card details and having sufficient funds, I checked immediately with my online banking and this purchase has indeed been authorised and sits right now as a pending payment to Craghoppers.


Can they just cancel like this when their reason given is incorrect? I can't reorder as my item is now out of stock.

Hintza

Yes.

Check T&C and you wll find that they will not have accepted your order until they despatch the item.

Bit shoddy though if they have used an excuse though. I suspect that they got a number of orders close together and that might have caused the system to have problems.

kat1888

Thanks for your reply

Auntie-Dolly

It took us ages to order some items from the sale. Loads out of stock, couldn't update the basket and then the basket emptied after we registered our details. I'm not hopeful.

Inner_Zone

Craghoppers seem to have some issues, I ordered a jacket about a month ago, input my details, following day get an e-mail payment not authorised, contact them or it will be cancelled. Phone them up apparently CC address details I gave do not match CC company details, quote my details and they turn out to be exactly as I had input, surprise, surprise, order authorised on the phone, wont be rushing to use them again.

kat1888

Trying to call their customer service dept, They have listed their Christmas hours stating they reopen today from 8.00am. Its now 8.23am and not open....customer service? dear oh dear.

kat1888

Finally got through to customer services at Craghoppers and the reason my card did not authorise was that the billing address didn't link to it... utter tosh! I have done tons of shopping online with no problem whatsoever. The operator offered me an alternative item which she said was available in my size and I accepted..... only to then tell me it was out of stock!?!


Craghoppers?... a no no for me.

marliepanda

kat1888 wrote: »

Finally got through to customer services at Craghoppers and the reason my card did not authorise was that the billing address didn't link to it... utter tosh! I have done tons of shopping online with no problem whatsoever. The operator offered me an alternative item which she said was available in my size and I accepted..... only to then tell me it was out of stock!?!


Craghoppers?... a no no for me.

Utter tosh that it didn't match, or utter tosh because you've used it with the wonky address with other sites?

Different sites go through different verification procedures. I made an order with an incorrect security code once and it went through ok.

kat1888

The billing address submitted is the correct address linked to the card, nothing wonky. Used for many years, with many sites and never an issue.... until now.