Order cancelled. Bank approval code provided. Ghosted. | Razer Insider

Order cancelled. Bank approval code provided. Ghosted.

D
Good Evening Razer Staff,


  • At approximately 5PM PST, Thursday, November 28th I placed an order (through the Canadian Razer Store website) for a Mercury White Razer Blade RTX 2070 Advanced during the Cyber Weekend sale. I ensured I had enough space on my credit card before doing so.
  • Shortly after I placed the order, I received an email stating "Your RazerStore Order Was Unsuccessful"

  • I then contacted Razer's support staff through live chat, waited for around 2 hours, and was connected with "Marvin". Marvin was very prompt, polite, and helpful.
  • Marvin informed me that my order was cancelled by your automated system, for my protection. He then offered me a few ways I can verify my identity.
  • I chose to provide an authorization code from my bank, since Marvin indicated that is usually fastest.
  • While still on the support chat, I called my bank, and informed my bank representative of the situation. He told me they see the attempted charge from Razer, and that my order was cancelled because I put 'Avenue' instead of 'AVE' in my billing address. My bank representative then provided me with an "Approval Code" which I provided to Marvin.
  • Marvin then informed me that your dedicated team would be working on the verification process, and that I can expect an email update within 1-2 business days. He told me this twice.

  • I asked him if, since I made the order tonight, the deals applied to my order would still be in effect when the payment issues were resolved. He replied with "Rest assured that our team will make sure to get the price/discounts/deals you got from the cancelled order"
  • I noted the Case #, Order #, and the bank Approval code. I also kept a copy of the 'Chat Transcript'.
  • As of now 5 full business days and nights have passed, and I've not heard word back of any kind from anyone at Razer.

I've tried contacting by phone or live chat every day since I placed my order, and both have consistently said "unavailable".

Edit: an update


  • Live Chat support was finally working after 7 days of giving me a message saying noone is available.
  • Got in touch after a 2 hour wait, this time I spoke with Daryll around 10AM PST.
  • He informed me my order hadn't progressed at all but he was going to forward it to the financial team who would update me within 1 business day.
  • He repeatedly assured me they would get back to me within 1 business day.
  • It's now been 1+ business days, I've yet to hear anything confirming my order or receive any information whatsoever. All that I know is that my order has been "In review" for 11 calendar days.


I've missed the entire cyber weekend of sales, having put all my eggs in this basket. I would really appreciate someone from the Razer team redeeming this situation by getting in touch with me, and updating me on the status of my order.

Thank you,
Dylan
This topic has been closed for comments

16 Replies

S
I've had a similar issue, with my order of a Razer Blade 17 Pro laptop erroring from a few days ago. No record of the order in my payment history on the Razer website, but I have a payment pending for the full amount on my PayPal. Rather infuriatingly I cannot live chat with Razer support as I live in the UK, and having contacted Razer support 2 days ago with no updates, this whole situation has become really frustrating.

You're not alone, I hope we can get these issues resolved quickly as it's dragging on a bit now.

David
D
Following up:

It's now been 5 business days. The longest the "My Account -> Order Details -> Processing" sections says it may take.

I've yet to year back from anyone.
R
THE EXACT SAME THING HAPPENED TO ME. That's why I decided to take a look at the community for help. I tried buying the same laptop you're buying and the rest was just a mirror of what happened to me. I WAS EVEN CONNECTED WITH MARVIN ON LIVE CHAT. It's been a week now, no one can help me on the phone. The live chat is never available. I missed all the deals just to get this laptop and I'm not even sure if I'm gonna get it anymore. I really hope someone can help now.

This is my case (*Removed for security purpose), in case one of the mods decide to help.
R
I've been completely ghosted even though "Marvin" assured me that it won't take any longer than 2 days. This kind of customer service is unacceptable.
D
Updated my post based on my interaction with Daryll on live chat support on Saturday.
R
I am currently going through this process. Has anyone having this issue had this successfully go through?
Razer.Speedcr0ss
Userlevel 7
Hey everyone! Thank you for posting your order concerns on our Support board. Apologies for the inconvenience. Our Support Team is investigating it. By the way, was everything covered? Feel free to send me a PM together with your case number or email address should you need additional assistance.
R
Hi everyone, so I was on chat with these guys going through the standard CC payment procedures you went through. I was able to get my order through ONLY because I use PayPal. I didn't have to sign up for an account or anything. I just used the PayPal payment method and went with the Credit Card route and it went through successfully.

Hope this helps, but this bank verification method response came days after and it looks REALLY involved (i.e. having to call the bank, getting a specific verification number to THAT transaction, etc.)
F
Razer.SpeedCr0ss
Hey everyone! Thank you for posting your order concerns on our Support board. Apologies for the inconvenience. Our Support Team is investigating it. By the way, was everything covered? Feel free to send me a PM together with your case number or email address should you need additional assistance.

I ordered a keyboard on the 13th Dec 2019, unfortunately for me living in France, I didn't specify that I wanted a French keyboard and was sent a US keyboard, I have been unsuccessfully trying to get in touch with someone from Razer for over 2 weeks now, with no response whatsoever from them...
This is unacceptable, they are quick to take your order, but should you require assistance it's like that live on the moon!!!!
Definitely won't be ordering anything from them again, and neither will anyone I know as of the very poor publicity I am going to spread!!!!
Razer.Speedcr0ss
Userlevel 7
FR68821177607
I ordered a keyboard on the 13th Dec 2019, unfortunately for me living in France, I didn't specify that I wanted a French keyboard and was sent a US keyboard, I have been unsuccessfully trying to get in touch with someone from Razer for over 2 weeks now, with no response whatsoever from them...
This is unacceptable, they are quick to take your order, but should you require assistance it's like that live on the moon!!!!
Definitely won't be ordering anything from them again, and neither will anyone I know as of the very poor publicity I am going to spread!!!!


Hey there! Thanks for posting your concern here. Apologies for the delay and lack of support. By the way, have you contacted our Customer Service through our Live Chat Support? If you haven't, please click this link. If in case you have an existing case number, please send it to me via PM. Let's continue from there.
F
Hello, yes I have tried Live chat, no one is ever available.....this is hard work, just to send a keyboard back and reorder the correct one. My case number is the following : (*Removed for security purpose)
I await your reply.
Razer.Speedcr0ss
Userlevel 7
FR68821177607
Hello, yes I have tried Live chat, no one is ever available.....this is hard work, just to send a keyboard back and reorder the correct one. My case number is the following : (*Removed for security purpose)
I await your reply.


Thanks for sharing. I've sent you a PM. I'll wait for your response.
F
Razer.SpeedCr0ss
Thanks for sharing. I've sent you a PM. I'll wait for your response.

Thankyou for your reply, I am still waiting for my RMA to return the keyboard and reorder. Excuse my ignorince, but what is a PM?
Razer.Speedcr0ss
Userlevel 7
FR68821177607
Thankyou for your reply, I am still waiting for my RMA to return the keyboard and reorder. Excuse my ignorince, but what is a PM?


You're welcome! Oh, PM refers to a private message. You can check it by clicking your profile at the top-right corner of the page then go to "Conversations".

J
I am having the exact same issue, did anybody's issue actually get resolved?
Razer.Speedcr0ss
Userlevel 7
Jhonnne43
I am having the exact same issue, did anybody's issue actually get resolved?


Hi there! Our Order Support via chat was able to assist these inquiries. If you haven't contacted them, I suggest clicking this link. Ensure to select your preferred region/country at the top right corner of the page. If in case you have a case number, please send it to me via PM. I'll take it from there.
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