Asda Card authorisation problem - online order cancelled

itm2

I was expecting an online grocery delivery from Asda this morning. Less than 10 mins before the delivery was due I received a text from them saying that they had cancelled my order due to a problem with the authorisation of my credit card. Extremely annoying - why on earth could they not have called me instead to resolve the payment issue?

A painful 30-minute phone call with their customer service dept failed to get me anywhere, so I had to place the order all over again and wait another day for it. Not great, as we had already run out of many "essentials".

Are other online grocery companies this rubbish at dealing with card authorisation problems for online delivery orders?

sarah1972

None of the other supermarkets will deliver if the card authorisation has failed.

itm2

sarah1972 wrote: »

None of the other supermarkets will deliver if the card authorisation has failed.

Actually the card was authorised fine when I placed the order (I needed to enter the SecureID password at the time of ordering). For some reason authorisation was done again immediately prior to delivery.

It would seem to make more sense to attempt to resolve the payment issue rather than immediately cancelling the order and p*ing off the customer.

sarah1972

itm2 wrote: »

Actually the card was authorised fine when I placed the order (I needed to enter the SecureID password at the time of ordering). For some reason authorisation was done again immediately prior to delivery.

It would seem to make more sense to attempt to resolve the payment issue rather than immediately cancelling the order and p*ing off the customer.

Putting in your secureID doesn't mean that they have authorised an amount on your card as far as I know although they usually do hold £1 or a similar amount all depending on which supermarket it is,

I would guess that they have to do another authorisation before delivery to make sure there is enough money on the card to cover delivery once you have signed for it.

What was the problem with your card?

itm2

sarah1972 wrote: »

What was the problem with your card?

I have no idea. I used a different card instead.

sarah1972

itm2 wrote: »

I have no idea. I used a different card instead.

It is a bit poor of Asda if there was no problem with your card or bank.

It happened to me with Tesco once and they did the same, just cancelled the order and there was no problem with my card or bank.

I can understand to be honest, they are up against a time schedule and if payment cannot be authorised, they wont load up the van and send a driver out when they don't know if they will get paid or not.

I do sympathise though, its a pain in the backside if there is no problem with your payment.

izzitme

I am a driver for Tesco &, at our branch, if there is a payment problem of any sort, our managers will try their best to contact the customer by phone to sort it out.
A cancelled delivery is a last resort because everything has to be put back on the shelves or "wasted" if it is fresh items.

itm2

izzitme wrote: »

I am a driver for Tesco &, at our branch, if there is a payment problem of any sort, our managers will try their best to contact the customer by phone to sort it out.
A cancelled delivery is a last resort because everything has to be put back on the shelves or "wasted" if it is fresh items.

Now that makes alot more sense. It just seems like a lose-lose situation for everyone to just cancel the order. I've made a complaint to Asda and will see if I get a response.

pickledonionspaceraider

itm2 wrote: »

I have no idea. I used a different card instead.

Lack of common sense on the OPs part

This is a ''it is not my problem'' type of response to your own problem

Do you not think you need to take ownership of this and find out if there is an issue with your card? If there is an issue with this card next time you use it, will you have a tantrum and blame everyone else, again?

Be more proactive, instead of ''having to place the whole order again'' (which on the ASDA website is the meagre effort of clicking ONE button) why not visit a local shop to get the basics whilst waiting for your main shop? Most of us have a local shop that will sell bread/milk. Try and plan better and if possible, order before running out of basic stuff.

I do not think ASDA have done anything wrong. Payment has not been made so goods not provided.

And if you think someone who is getting paid minimum wage, who has been at work since 5am is going to give a toss about one less order, they really do not, no payment your order would not have even been picked.They will just see you as a self entitled chav who cannot afford the shopping you have ordered. All they see is 'payment declined' so complaining to them about it they don't care

itm2

pickledonionspaceraider wrote: »

Lack of common sense on the OPs part

This is a ''it is not my problem'' type of response to your own problem

Do you not think you need to take ownership of this and find out if there is an issue with your card? If there is an issue with this card next time you use it, will you have a tantrum and blame everyone else, again?

Be more proactive, instead of ''having to place the whole order again'' (which on the ASDA website is the meagre effort of clicking ONE button) why not visit a local shop to get the basics whilst waiting for your main shop? Most of us have a local shop that will sell bread/milk. Try and plan better and if possible, order before running out of basic stuff.

I do not think ASDA have done anything wrong. Payment has not been made so goods not provided.

And if you think someone who is getting paid minimum wage, who has been at work since 5am is going to give a toss about one less order, they really do not, no payment your order would not have even been picked.They will just see you as a self entitled chav who cannot afford the shopping you have ordered. All they see is 'payment declined' so complaining to them about it they don't care

Ouch! Saucer of milk for you pickledonionspaceraider?

To clear a few things up:
1. I have obviously followed up the issue with the card supplier in question (who had originally authorised the card when I placed the order). I used an alternative card at the time to be sure that the new order would be processed as soon as possible.
2. There was no "one-click" option to re-instate the order. I was on the phone to the customer service rep trying to find a quick way of doing it, and we both agreed that there wasn't one. The order was showing as awaiting delivery, and there was no option to reschedule it. In the end the Asda CS person cancelled it and told me that I had to start the order again.
3. I did not have an opportunity to visit a local shop until late the following evening, which is why the non-delivery was an issue (and why I ordered online in the first place)
4. I was complaining about the Asda policy and process, rather than the individuals working for them. If Tesco can get this right then I can't imagine why it's impossible for Asda to do so.

Incidentally, here's Asda's response to my complaint (in which I suggested that in future they do exactly what Tesco do in these situations, since that seems to work better for both store and customer). Clearly it was a waste of time:

I apologise on what happened to your recent order.

There was an issue when we tried to process your payment and your order was cancelled. I’m sorry for the inconvenience this has caused you.

I’d suggest you contact your bank before placing a new order. To rebook your order please visit https://groceries.asda.com/ If there is anything else I can help you with, please let me know

Becles

If you are an Amazon Prime member and have the Now service in your area, you can order groceries for same day delivery on there.

On Thursday evening, I realised we had hardly any milk and needed a few other essentials. I was dropping my car off for a service and MOT at 8am the following morning and getting the bus home.

I placed the order around 7pm and they offered 10pm-midnight that evening for delivery. I didn't want to stay up that late so I picked a slot the following morning after I'd dropped the car off.

You have to spend £20 and the range isn't as big as the supermarkets, but it's ok for the basics.

Might be something to remember if people have issues with delivery fails and need essentials.