Sainsbury’s Online Shopping Cancelled

srf2001x

Hi, I’m hoping someone could offer me some advice please.

I recently ordered a large shop from Sainsbury’s. All went through ok, payment taken, they emailed me with a receipt and list of substitutions etc. Sent a text with a delivery time. 

25 mins before the start of the delivery slot, I received an email station order had been cancelled with no explanation. I called customer services and they wouldn’t give me an explanation just advised the store would call me. Tried again and was cut off, then again, cut off again, 4th call I was advised something call risk strategy had flagged by account because there’s another account in my name? - I had an old email address which was closed due to it being involved in a data breach, this was probably 5/6 years ago so I assume it was this one. 

I then received an email the following day saying no payment was taken. So I have received one email saying a refund has been processed and another saying no payment has been taken

Up until today there was a pre auth on my account, then today I have checked my bank and there’s a payment processed for the amount from Sainsbury’s but no refund yet.

it’s caused a lot of upset because it was a big shop, which has left me in a bit of a mess financially food wise until they refund me. I’ve tried speaking to customer services and they are so rude, I’ve emailed and had a response asking me if I wanted to appeal the restriction on my account, completely ignored the fact that they are holding a large amount of money which was for the family shopping. 

I just can’t get my head around why they have done this, I have severe anxiety and on Sunday morning I had a panic attack due to the worry of what I was going to do for shopping, luckily my friend borrowed me some money until I get paid Or get my refund.

Is there anyone I can escalate this too as it’s just mental what they have done and caused! Normally I wouldn’t have been so bothered but I had a car accident which meant I had time off sick and it’s really messed me up financially so this along with my anxiety is just the last thing I needed! 

MattMattMattUK

srf2001x said:

Hi, I’m hoping someone could offer me some advice please.

I recently ordered a large shop from Sainsbury’s. All went through ok, payment taken, they emailed me with a receipt and list of substitutions etc. Sent a text with a delivery time. 

25 mins before the start of the delivery slot, I received an email station order had been cancelled with no explanation. I called customer services and they wouldn’t give me an explanation just advised the store would call me. Tried again and was cut off, then again, cut off again, 4th call I was advised something call risk strategy had flagged by account because there’s another account in my name? - I had an old email address which was closed due to it being involved in a data breach, this was probably 5/6 years ago so I assume it was this one. 

I then received an email the following day saying no payment was taken. So I have received one email saying a refund has been processed and another saying no payment has been taken

Up until today there was a pre auth on my account, then today I have checked my bank and there’s a payment processed for the amount from Sainsbury’s but no refund yet.

it’s caused a lot of upset because it was a big shop, which has left me in a bit of a mess financially food wise until they refund me. I’ve tried speaking to customer services and they are so rude, I’ve emailed and had a response asking me if I wanted to appeal the restriction on my account, completely ignored the fact that they are holding a large amount of money which was for the family shopping. 

I just can’t get my head around why they have done this, I have severe anxiety and on Sunday morning I had a panic attack due to the worry of what I was going to do for shopping, luckily my friend borrowed me some money until I get paid Or get my refund.

Is there anyone I can escalate this too as it’s just mental what they have done and caused! Normally I wouldn’t have been so bothered but I had a car accident which meant I had time off sick and it’s really messed me up financially so this along with my anxiety is just the last thing I needed! 

What resolution do you want? They have given you the option to appeal the account restriction, so if you want to be able to order food from them then you need to follow that process. If the payment was processed then it normally takes 3-5 working days for it to appear in your account via the card processor and bank's systems, thought sometimes it shows the next working day and in theory it can take longer. You have not given an exact timeline, but if this was over the weekend the processing will not have gone through until Monday, so with the refund processed it would likely be towards the end of the week or next week until the refund shows in your account.

srf2001x said:

I just can’t get my head around why they have done this

They have done this because having two accounts appears to have triggered an anti-fraud/security measure, you mention that yourself in your third paragraph. 

srf2001x

MattMattMattUK said:

srf2001x said:

Hi, I’m hoping someone could offer me some advice please.

I recently ordered a large shop from Sainsbury’s. All went through ok, payment taken, they emailed me with a receipt and list of substitutions etc. Sent a text with a delivery time. 

25 mins before the start of the delivery slot, I received an email station order had been cancelled with no explanation. I called customer services and they wouldn’t give me an explanation just advised the store would call me. Tried again and was cut off, then again, cut off again, 4th call I was advised something call risk strategy had flagged by account because there’s another account in my name? - I had an old email address which was closed due to it being involved in a data breach, this was probably 5/6 years ago so I assume it was this one. 

I then received an email the following day saying no payment was taken. So I have received one email saying a refund has been processed and another saying no payment has been taken

Up until today there was a pre auth on my account, then today I have checked my bank and there’s a payment processed for the amount from Sainsbury’s but no refund yet.

it’s caused a lot of upset because it was a big shop, which has left me in a bit of a mess financially food wise until they refund me. I’ve tried speaking to customer services and they are so rude, I’ve emailed and had a response asking me if I wanted to appeal the restriction on my account, completely ignored the fact that they are holding a large amount of money which was for the family shopping. 

I just can’t get my head around why they have done this, I have severe anxiety and on Sunday morning I had a panic attack due to the worry of what I was going to do for shopping, luckily my friend borrowed me some money until I get paid Or get my refund.

Is there anyone I can escalate this too as it’s just mental what they have done and caused! Normally I wouldn’t have been so bothered but I had a car accident which meant I had time off sick and it’s really messed me up financially so this along with my anxiety is just the last thing I needed! 

What resolution do you want? They have given you the option to appeal the account restriction, so if you want to be able to order food from them then you need to follow that process. If the payment was processed then it normally takes 3-5 working days for it to appear in your account via the card processor and bank's systems, thought sometimes it shows the next working day and in theory it can take longer. You have not given an exact timeline, but if this was over the weekend the processing will not have gone through until Monday, so with the refund processed it would likely be towards the end of the week or next week until the refund shows in your account.

srf2001x said:

I just can’t get my head around why they have done this

They have done this because having two accounts appears to have triggered an anti-fraud/security measure, you mention that yourself in your third paragraph. 

Surely if I have ordered numerous times with no problems, then all of a sudden they tell me that a dormant account which hasn’t been used since 2017 is the reason why my order has been cancelled? It isn’t really grounds for cancelling my order after picking, packing, sending a receipt and taking payment. That’s what I can’t understand. If I had multiple accounts that were recently used with different addresses and cards then yes but my account is active and is linked to Argos, nectar and Sainsbury’s and used regular. The order was cancelled by the store and still with no full explanation other than a sentence stating it was triggered by risk strategy. It’s not an acceptable response.

and regardless of the weekend processing times? They have taken a payment from my account, sent me written confirmation to state that they haven’t taken a payment from me, and I am non the wiser as to when I will get a refund. 

From your response do you feel that they are right and I am in the wrong here? 

outtatune

They can choose not to do business with you for any reason they like, other than a protected characteristic such as race, sex, etc. If you're not happy with that, then take your refund - I'm sure it will come, even if it mysteriously takes longer to refund than it does to take payment - and shop elsewhere.

PHK

srf2001x said:

MattMattMattUK said:

srf2001x said:

Hi, I’m hoping someone could offer me some advice please.

I recently ordered a large shop from Sainsbury’s. All went through ok, payment taken, they emailed me with a receipt and list of substitutions etc. Sent a text with a delivery time. 

25 mins before the start of the delivery slot, I received an email station order had been cancelled with no explanation. I called customer services and they wouldn’t give me an explanation just advised the store would call me. Tried again and was cut off, then again, cut off again, 4th call I was advised something call risk strategy had flagged by account because there’s another account in my name? - I had an old email address which was closed due to it being involved in a data breach, this was probably 5/6 years ago so I assume it was this one. 

I then received an email the following day saying no payment was taken. So I have received one email saying a refund has been processed and another saying no payment has been taken

Up until today there was a pre auth on my account, then today I have checked my bank and there’s a payment processed for the amount from Sainsbury’s but no refund yet.

it’s caused a lot of upset because it was a big shop, which has left me in a bit of a mess financially food wise until they refund me. I’ve tried speaking to customer services and they are so rude, I’ve emailed and had a response asking me if I wanted to appeal the restriction on my account, completely ignored the fact that they are holding a large amount of money which was for the family shopping. 

I just can’t get my head around why they have done this, I have severe anxiety and on Sunday morning I had a panic attack due to the worry of what I was going to do for shopping, luckily my friend borrowed me some money until I get paid Or get my refund.

Is there anyone I can escalate this too as it’s just mental what they have done and caused! Normally I wouldn’t have been so bothered but I had a car accident which meant I had time off sick and it’s really messed me up financially so this along with my anxiety is just the last thing I needed! 

What resolution do you want? They have given you the option to appeal the account restriction, so if you want to be able to order food from them then you need to follow that process. If the payment was processed then it normally takes 3-5 working days for it to appear in your account via the card processor and bank's systems, thought sometimes it shows the next working day and in theory it can take longer. You have not given an exact timeline, but if this was over the weekend the processing will not have gone through until Monday, so with the refund processed it would likely be towards the end of the week or next week until the refund shows in your account.

srf2001x said:

I just can’t get my head around why they have done this

They have done this because having two accounts appears to have triggered an anti-fraud/security measure, you mention that yourself in your third paragraph. 

Surely if I have ordered numerous times with no problems, then all of a sudden they tell me that a dormant account which hasn’t been used since 2017 is the reason why my order has been cancelled? It isn’t really grounds for cancelling my order after picking, packing, sending a receipt and taking payment. That’s what I can’t understand. If I had multiple accounts that were recently used with different addresses and cards then yes but my account is active and is linked to Argos, nectar and Sainsbury’s and used regular. The order was cancelled by the store and still with no full explanation other than a sentence stating it was triggered by risk strategy. It’s not an acceptable response.

and regardless of the weekend processing times? They have taken a payment from my account, sent me written confirmation to state that they haven’t taken a payment from me, and I am non the wiser as to when I will get a refund. 

From your response do you feel that they are right and I am in the wrong here? 

Not sure why you are having a go at people. This is a forum for advice about consumer rights.

You are clearly upset but it isn't clear what you want from this. Try to write in one or two bullet points what you want to happen and then people can advise how to do it and if its feasible.

MattMattMattUK

srf2001x said:

MattMattMattUK said:

srf2001x said:

Hi, I’m hoping someone could offer me some advice please.

I recently ordered a large shop from Sainsbury’s. All went through ok, payment taken, they emailed me with a receipt and list of substitutions etc. Sent a text with a delivery time. 

25 mins before the start of the delivery slot, I received an email station order had been cancelled with no explanation. I called customer services and they wouldn’t give me an explanation just advised the store would call me. Tried again and was cut off, then again, cut off again, 4th call I was advised something call risk strategy had flagged by account because there’s another account in my name? - I had an old email address which was closed due to it being involved in a data breach, this was probably 5/6 years ago so I assume it was this one. 

I then received an email the following day saying no payment was taken. So I have received one email saying a refund has been processed and another saying no payment has been taken

Up until today there was a pre auth on my account, then today I have checked my bank and there’s a payment processed for the amount from Sainsbury’s but no refund yet.

it’s caused a lot of upset because it was a big shop, which has left me in a bit of a mess financially food wise until they refund me. I’ve tried speaking to customer services and they are so rude, I’ve emailed and had a response asking me if I wanted to appeal the restriction on my account, completely ignored the fact that they are holding a large amount of money which was for the family shopping. 

I just can’t get my head around why they have done this, I have severe anxiety and on Sunday morning I had a panic attack due to the worry of what I was going to do for shopping, luckily my friend borrowed me some money until I get paid Or get my refund.

Is there anyone I can escalate this too as it’s just mental what they have done and caused! Normally I wouldn’t have been so bothered but I had a car accident which meant I had time off sick and it’s really messed me up financially so this along with my anxiety is just the last thing I needed! 

What resolution do you want? They have given you the option to appeal the account restriction, so if you want to be able to order food from them then you need to follow that process. If the payment was processed then it normally takes 3-5 working days for it to appear in your account via the card processor and bank's systems, thought sometimes it shows the next working day and in theory it can take longer. You have not given an exact timeline, but if this was over the weekend the processing will not have gone through until Monday, so with the refund processed it would likely be towards the end of the week or next week until the refund shows in your account.

srf2001x said:

I just can’t get my head around why they have done this

They have done this because having two accounts appears to have triggered an anti-fraud/security measure, you mention that yourself in your third paragraph. 

Surely if I have ordered numerous times with no problems, then all of a sudden they tell me that a dormant account which hasn’t been used since 2017 is the reason why my order has been cancelled? It isn’t really grounds for cancelling my order after picking, packing, sending a receipt and taking payment. That’s what I can’t understand. If I had multiple accounts that were recently used with different addresses and cards then yes but my account is active and is linked to Argos, nectar and Sainsbury’s and used regular. The order was cancelled by the store and still with no full explanation other than a sentence stating it was triggered by risk strategy. It’s not an acceptable response.

That is a full explanation, it has, for whatever reason, triggered an anti-fraud rule. They will not give you any further information as disclosing further details could help fraudsters, if they told people why a fraud rule stopped a transaction every time one did, then very soon the fraudsters would be able to figure out ways around the rules. 

srf2001x said:

and regardless of the weekend processing times? They have taken a payment from my account, sent me written confirmation to state that they haven’t taken a payment from me, and I am non the wiser as to when I will get a refund. 

srf2001x said:

So I have received one email saying a refund has been processed and another saying no payment has been taken

Their email communications do not appear to have been clear, but from your first post, they have told you that a refund has been processed at their end. That takes a period of time to work it's way through the processor network and banks systems, usually 3-5 working days, it can be longer or quicker, however having processed the refund at their end it is now out of Sainsbury's hands.

srf2001x said:

From your response do you feel that they are right and I am in the wrong here? 

I do not think anyone is in the wrong. Sainsbury's have cancelled a transaction because it has triggered an anti-fraud rule, as they are fully entitled to do, they have processed a refund and notified you of that, as they are required to do. They offered you a process to appeal the account suspension, you have chosen not to take advantage of that, Sainsbury's have done nothing wrong, neither have you done anything wrong. I explained to you the approximate timescales for a card refund to be processed by the card issuer, for some reason you appear to have taken that personally. 

Undervalued

outtatune said:

They can choose not to do business with you for any reason they like, other than a protected characteristic such as race, sex, etc. If you're not happy with that, then take your refund - I'm sure it will come, even if it mysteriously takes longer to refund than it does to take payment - and shop elsewhere.

Exactly.

I understand the frustration if the consumer genuinely feels they have done nothing wrong. However as outtatune says, apart from a very few protected reasons, any company can refuse to deal with whoever they please.

I am also sure the refund will come through and in the incredibly unlikely event it doesn't, the OP is well protected by the credit card regulations.