Order cancelled because of VPN

I use a VPN at home and I recently purchased some shoes from an online retailer. After about a week they have cancelled my order citing:

Your order #7326 has been flagged by our online Fraud Protection Team. As a result and for your protection your order has been placed on hold for 72 hours while we carry out further identity checks. At this time no money has been taken from the payment card used to process this order and the goods have not been picked or shipped.

Then when I queried why they said:

The paypal account that was used for payment hasn’t met the criteria needed for the order, because the shipping address is 293km from the IP address used to place the order paypal cannot complete the identification checks it requires and has therefore cancelled the order.

Please could you reorder using a credit / debit card.

I have bought hundreds of things online and never had an issue.


If a man says something in the woods and there are no women there, is he still wrong?


  • Sharon87
    Sharon87 Posts: 4,011 Forumite
    Name Dropper First Anniversary First Post
    They're just being cautious. They don't know you're using a VPN, it could be someone who has hacked your Paypal account. A bit inconvenient, but at least they're trying to protect you from fraud.

    I've bought a couple things when I've been abroad and got a phone call from my bank to verify the purchase.
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