Potential "Ghost Order" Situation/Refund

Hello, I recently ordered a WD - My Passport for Mac 500GB External USB 3.0 Portable Hard Drive - Silver (SKU:9028486) from Bestbuy.com. I placed the order around 9:00am Central Time for Store Pickup at the Lewisville, TX store located at 2601 S Stemmons Fwy Lewisville, TX 75067. Phone: 214-488-8624
I purchased the item, with a combination of a $10 reward certificate, a gift card totaled at $9.65, and the rest debited from my debit card totaled at $34.72. Once I hit the submit button, I was taken to a page that said "Thank you for your order" but nothing else was on the screen. I immediately checked my bank account and saw that I was charged the $34.72 by "BESTBUY.COM 00009944 RICHFIELD MN" I waited patiently for an hour but never recieved a confirmation email with the order number and did not see anything under my purchase history regarding to the transaction.
My certificate data on my account was updated with me losing the $10 I had and I checked my gift card balance and it showed the amount as $0.00. I called Best Buy Customer Service via phone and explained my situtation to the customer service representative. She was unable to find any mention or sign of an order placed by me for this item even though my card was charged.
As a temporary resolution, she helped me replace the order for a similar amount to what I had paid before ($32.46) as a way to resolve the issue of my certificate and gift card loss. I paid an additional $32.46 on top of the $34.72 that Best Buy charged earlier. That order went through and I will be picking up the item later today.
My question and concern is, when will I be refunded my original $34.72 on my debit card? Since the order was not able to be found, how will I know if it will be refunded to me and what about my gift card and reward certificate refund? I'm not sure of what my options are or what time frame I will be refunded and I don't want to be put in a bad financial situation if I can help it.
If anyone can help me with this matter as soon as possible, it would be greatly appreciated. Thank you for your time.

Hello goodmealjoe-
It’s definitely worrisome when you place an order and don’t receive a confirmation and no one can locate your order. I’d be concerned in that situation as well.
We were experiencing some issues with BestBuy.com earlier today where some orders were not completing correctly. In those situations, the orders were simply delayed and should be going through later today. Regarding your particular case, regrettably, we didn’t have this information when you contacted us this morning, so the agent did the best they could in the situation.
Unfortunately, what this may mean is that your original order may still come through. This would mean that to make sure the order doesn’t go through; you’d have to contact us to cancel it. You should get a new email if the original order comes back through to let you know. I haven’t yet seen the original order go through, so it may not happen, in which case, most authorizations will drop off in 3-5 business days, depending on your bank. I saw that you already picked up the newly made order.
I apologize for any inconvenience that this ends up causing you and hopefully there are no further issues.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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Ghost order refund time frame

Hello,
I ordered a Dell Inspirion this morning (June/04/15) at approximately 11:50 AM. Everything went smoothly until I checkedout as I did not receive a confirmation email and the order does not appear in my purchase history. I checked my debit card balance and saw that my card had been charged. I emailed bestbuy customer service around 12:10 PM about the problem and later recieved an aknowledgment email confirming that they recieved my email. As I waited for a reply and I searched online and found that people were also facing the same kind of problem about "ghost ordering". So my two question are
When will my money be back in my bank account?
How long will it take for customer service to email me back?

Hello Ricardo94,
Shopping on BestBuy.com should be fun and exciting and you should receive clear communications about your order at each step of the way. I'm disappointed to hear that you're unable to locate any information about your order. Certainly this is not the superior experience we aspire to provide. I regret any inconvenience to you.
Using the information that you provided when you signed up for Best Buy Unboxed, I was able to locate your order. Please watch for a private message from me with more details. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I'm very grateful that you brought your situation to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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Ghost Order? Tried again, same result... Frustrated

I attempted to purchase 2 items for in-store pickup. I paid with PayPal. I hit the button to submit my order and it gave me an error saying that PayPal couldn't authorize the order or something. I intended to try again but, in the interim, I received a receipt from PayPal. I then spent nearly an hour talking to both PayPal and Best Buy. I was told it was a "ghost order" and that there was nothing they could do and I should try to place the order again.
So, I did and the same thing happened. I have the two charges pending on my PayPal account and now don't have the funds to purchase anything else or try again. This was for a gift. Now, I have no money to get the gift. They told me I have to wait a minimum of 48 hrs for the charges to drop off and "if not, call back" so there isn't even a guarantee that I'll have my money back by the weekend. I definitely won't have it for his birthday tomorrow. I admit it, I'm tired and I cried a little. This really sucks in quite a major way and I'm so disappointed.
Best Buy is the only store to offer this particular item for sale. You have over $600 in charges held up in my account right now. You've cost me 90 minutes of my day and now, no gift. I've defended you guys a lot over the years even when I had a few minor issues of my own. This one, and googling to find out that there are dozens more in recent weeks having the exact same issue, sort of confirms the fact that I won't be defending you again. In 2014, when your competitors have websites that flow like butter - at least on the consumer end - how can your site be this screwy?
I'm not sure if there's anything you can do for me at this point. If someone can fix it, I want my order for in-store pickup tonight. On the phone, they said it wasn't fixable with the first one, though, so I doubt it is with the second either. He was excited to pick it up tonight even though I hadn't told him what he was getting for his birthday. He's an easy going guy and that's why this sucks even more. He really earned this surprise. Not happy with you Best Buy... not happy.

Good afternoon tonimarie,
I’m sure the recipient of your gift was very excited for his birthday, and even more so to receive a gift from you! It is truly disheartening to hear that you may have encountered an error multiple times while trying to place your order using PayPal as payment, preventing you from placing the order to purchase the gift.
Typically when an order is placed, an authorization is placed on the funds to ensure enough funds are available. While this sometimes makes the funds unavailable depending on your financial institution, the funds are generally not collected until an item ships. Once an item ships or an authorization expires, the funds should either be collected or returned to you, respectively. If the funds should be returned to you after the authorization expires it may take 3-5 business days, but this time frame can vary between financial institutions. You can view more information on this on our Conditions of Use page on BestBuy.com.
I am truly sorry if this experience has prevented you from purchasing a birthday gift for someone who seems very near and dear to you. Please let me know should your funds not be returned to you, and I will be happy to look into this further. If you should have any other inquiries, please feel welcome to reach out to me!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

HT204088 I subscribed with Al Jazeera sport channel via their app in the App Store ..but I faced a problem in activating the subscribed channel, I did contact them and they requested me to contact you in order to refund the payment .. How can I refund my

I subscribed with Al Jazeera sport channel via their app in the App Store ..but I faced a problem in activating the subscribed channel, I did contact them and they requested me to contact you in order to refund the payment .. How can I refund my money ???

Apple - Support - iOS Apps - Contact Support

Ghost Order??? on Website Glitch

So, I saw a great deal on a monitor, wanted to purchase since I had some rewards zone points and a gift card. Placed the order and waited waited and the bestbuy.com popped up a red warning box stating website glitch please call customer service to complete you order.
Called customer service they had no record of my order Gift Card balance was now zero and the purchase was charged to my bank account. Customer service told me that I had a ghost order and needed to wait for the order to clear automatically. I do a lot of online shopping and actually ran a couple of e-commerce site, my question is WTH is ghost order? Every transaction that processes someone's credit card should be accounted for and traceable. No record of anything transaction were found on my account so I'm suppose to wait until they charged magically disappear.
These are unacceptable practives Best Buy, not only do I not have access to my funds so I can make the purchase I needed but you can't actually tell me when I will have access. Reading the forum I do find comfort that I'm not the only one who has experienced this issue, but its still unacceptable. Never experienced this once in my years of shopping at Amazon. All purchased products are being returned to the store, and I will not shop at best buy since they are so careless in how they handle transactions.

Hello kenyasullivan,
Having trouble placing an order when you find a product at a great price is always discouraging. I'm sorry to hear you may have been left with a charge on your account and gift card funds removed for an order that wasn't processed in our systems.
Generally speaking, as we do not actually collect funds until an item ships, the authorization you see on a credit or debit card would expire and the funds will be returned to you. This usually takes about 3-5 days, but may vary depending on your financial institution. As for the gift card, typically the funds would be returned within 8 days from the failed order.
I apologize if these time frames have at all inconvenienced you. If you should like me to look further into this, please send me a private message via the link in my signature containing the information below.
Name
Phone number
Email address
Gift card number (PIN not needed)
Attempted order date
If you should have any questions, please let me know!
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
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Ghost Order- Lost promotions

Thursday 7/30/15 I tried ordering a LG G4 on the BestBuy.com website, I got through almost all of the order and received a screen saying I needed to call Best Buy to verify additional information. I called and placed the order, it took about 15 minutes. The order was {removed per forum guidelines} and scheduled to be picked up the the store in Newington/ Portsmouth, NH in an hour. I drove the hour and 40 minutes to get to the store, and there's no record of the order. The gentleman at the store indicated that cell phone web orders can sometimes take an additional 2-3 hours, which I was not willing to wait around for.
That night, I emailed Best Buy customer service asking what was happening. I didn't get a response until Saturday morning.
Friday, I called Best Buy customer service and the Best Buy credit card customer service lines trying to get some resolution. I was told in all likelihood, this was a ghost order and the funds would be returned to my credit card in 24 hours. Any time now, I was told. I was upset, because the reason I had ordered the phone from Best Buy in the first place was to get the $100 gift card promotion, and LG was also offering a promotion for a back up battery and a leather back for the phone with a value of $105, but the purchase needed to be made by July 31st.
Every few days, I get a response back to my email from customer service, but even when I respond immediately, it's 24-48 hours before I hear back. At this point, I don't expect to even get a response at all.
The promotions are over, and six days after I made this purchase, my credit card is still tied up with the authorization. I'd like to know if this can be made right.

Hello duinseach21,
Shopping on BestBuy.com should be enjoyable and not fraught with the kind of difficulties that you have described. Certainly creating aggravation was never our goal and I apologize that this appears to have been your experience.
When placing an order for in-store pickup we always recommend that you wait until you receive a confirmation email acknowledging that your order is ready for pickup. In the case of a "ghost order," the store would never be notified to prepare your order and a pickup notification would never be sent. I regret that your long drive did not result in a successful order pickup.
Most authorization holds on credit cards are removed within approximately 3-5 business days if an order is not fulfilled. This timetable can vary by financial institution, so if more than five business days have passed, I suggest calling your bank to request that the hold be removed.
I hope this helps. I'm very grateful that you wrote to us about your experience.
Sincerely,

Overcharged 7 times for pre-order & NO REFUND!!!

so i pre-ordered the new SOAD album, and iTunes charged me 7 times for it! i would not have even noticed except i use online banking and say that there were 7 charges in a row for $10.99 on my account from PayPal. i emailed iTunes who said that i would have a refund in 3-5 days. well, today is day 6 and still no refund. to top it all off, the pending refunds from iTunes have been "removed" from my PayPal account. so what, they are stealing my money? anyone else with this problem? i am so angry and disappointed that they did not even email me or fix the error until i said something!!!

I to was charged multiple times, 9 to be exact. See my thread here: http://discussions.apple.com/thread.jspa?threadID=258740&tstart=45
iTunes support has ignored my last two e-mails regarding this matter, (I just sent another 'new' one in hopes of it not getting ignored) its amazing to me they aren't going out of their way to help get this resolved since it was a obvious billing error/problem on their side with paypal.
I just want an immediate refund so I can move on to another music service other then iTunes.
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Cancel the order and refund my money.thanks

hi, my credit card has been charged $2.99 for the Unlimited US & Canada 1 month without my permit. the Order No. 573016379 .i don't want to keep this plan.please cancel the deal and refund my money.thanks!

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Re: Order and Refund Problems with Chat and Vision

Oh my god. Chat and vision are by far the worst customer service I have ever had to deal with. I ordered 4 RTX Dual Skype phones and had endless trouble with them straight out of the pack: not charging properly, not staying logged in, not allowing Skype calls!!! And other major issues.
Also I was charged import duty which is the exact opposite of what they say on their website. The customer support constantly drags the process out asking for documents that I've already supplied and taking days between communication. Constantly avoiding any commitment and refund! Why is Skype linked up with these people? They are actually worse than Eircom. They now want to collect the phones and have them 'assessed' by there team back in Hong Kong. Any chance I will see a refund or the phones again or any glimmer of actual customer support? I doubt it. It seems that their approach is to string you out until you loose patience! Skype get your act together!!!!! Sort these crooks out.

Hello,
I've sent your post to the Chat&Vision customer support unit together with a request for urgent action.
TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

Pre-Order Payment & Refund

I pre-ordered a tablet that has not been released yet, I did not think I would be charged until Best Buy had the unit and could guarantee me the unit. You can imagine my surprise when the total came out immediately! (over 2 weeks away from the expected release date!) I was wondering if anyone had any information as to how long it would take to receive a refund if I canceled my pre-order about an hour and a half after placing it?

It is possible the charges you were seeing was an authorization to confirm you have the credit, not an actual bill. This happens a lot with pre-order games.
I am not affiliated with Best Buy nor have I ever been employed by Best Buy. All of my thoughts and posts are of my own opinion and personal experience.
I may not always know the right answer, but I will always tell you what I do know. I also do free computer analysis and consultation via private message.

Order and Refund Problems with Chat and Vision

Howdy,
I am having a similar NIGHTMARE experience with Chat and Vision.
I ordered my headset in January, and this is July. I have still not received my refund. They've strung me along every step of the way delaying, first the delivery of the product, to providing me with a product that did nto work right. Then the same thing with the refund. Delay at every turn.
Their big tactic is simply not to write. I think they're hoping you'll forget all about your refund and have them keep the money.
I have never ever ever dealt with a company this horrible. And, I am too wondering what the heck is Skype doing teaming up with them? BAD, BAD, BAD idea.
Post transferred to create its own new thread.
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Hi, Skypefan3000, and welcome to the Community,
As you may have seen in several of my previous posts, have you indeed filed with Skype Customer Service as well? Doing so is an important step. Here is a link to the instruction on how to contact Skype Customer Service via their secure portal: Contact Customer Service
As you know you must contact Customer Service, skip past Step 2 of the instruction and proceed to Step 3, Continue Support Request. Also ignore in Step 4 where you are directed back to the Community, seeing as the Community is where you started.
When you file with Skype Customer Service, I recommend including a brief review of the dates and contents of your previous correspondence with Chat & Vision.
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Delivery in Make to Order situation for BOM Material

Hi,
I have the BOM material which is exploreing in the sales order 11005 as
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HT4463 Bought Mountain Lion , expected it to load overnight but it didn't, its not even in my downloads waiting for me to activate - feel this is an omen , then please cancel this order and refund the money asap . never had this before .

Hi ,
I bought Mountain Lion, expecting it to download overnight , it hasnt , its not even in my downloads waiting to be activated . Lion was downloaded overnight and waiting for me to use the next day , and basically, this is the first time Apple has disappointed me .
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It downloads to your Applications folder. Did you look there?
We are not Apple. These are user forums. We can't refund your money. Contact Apple.

Re: Pre-Order Payment & Refund

This seems strange. I preordered something releasing in two months , I was charged and now it has been put back into my account. Does this mean it will come back out and repeat?

Welcome to the Best Buy Forums!
If this is your first pre-order with Best Buy, I can understand why you might be confused about seeing your funds back on your credit card. Fortunately, I can illuminate this mystery quite easily!
When you initially pre-order a product on BestBuy.com, we will place an authorization on your credit card for the amount of the purchase, to make sure that you have the funds necessary to pay for it. Generally, that authorization will drop off after 3-5 business days depending on your credit card company or bank. Once the order is ready to ship, we will then charge your card for the purchase amount. You can find more information on our Conditions of Use for BestBuy.com here.
I hope that this helps!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

SAP SD issue in MTO situation

Folks,
In a Make to Order situation the production orders are created and are released-confirmed with no missing parts, the order howerver doesnt have schedule lines created (in sales order) on the expected finish date of the prod. order.
Can you please help this, there is abt a $100 thousand stock on hold because of this.
Any help will surely be rewarded.
thanks with regards.

Hia
The best work around and a neat solution is- If u use On step proocess for the STO orders then the GR will be triggered from GI. This will avoid the ambiguity of the different qty's coming in GI and GR as well.
If u need any more info let me know.
Edited by: J. MANIK on Mar 27, 2010 12:23 PM

Potential "Ghost Order" Situation/Refund

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