First time trying to order online - impossible! First order cancelled without being informed and each payment since rejected ! How on earth can you order a Mac

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Level 1

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First time trying to order online - impossible! First order cancelled without being informed and each payment since rejected ! How on earth can you order a Mac

Being new to this Apple world, I ordered a Mac online 1/2/2024. Expecting it to be delivered this week I checked on my account on 19/2/2024 only to find that my order was cancelled (I didn't do it). Spent ages 'chatting'/talking with people on Sunday 19th and Monday 20th.. No one could explain why i wasn't informed that my order was cancelled.. An extremely friendly and competent Sales person explained to be that there is seemingly a 'system verification' done on credit cards and it was this 'system' (which is automated) that cancelled my order!! Needless to say it seems that no humans cross-check these cancellations to see what went wrong? Anyway yesterday after more discussions new order ready to go. Put through credit card details and pretty much instantaneously payment rejected! Tried again today - same thing.. Tried with hubby's credit card ditto.. Just wondering if I'm jinxed or if anyone else has had these problems! Having expected to have a new laptop this week and now nothing nor indeed any idea when or if I can order one isn't exactly how I planned things!

Posted on Feb 20, 2024 8:06 AM

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Answer 1

Top-ranking reply

brbo

Level 8

41,399 points

Feb 20, 2024 8:13 PM in response to Dubliner92

Hi Dubliner92,

welcome to the Apple (user-to-user) Community!

Re: "First order cancelled without being informed and each payment since rejected !

How on earth can you order a Mac"

It seems the delivery address for a purchase,

and

the address listed for the credit card need to match.

(Apple do not deliver to P.O. box addresses)

Apple's web-page: Payment, Financing, Refunds and VAT - Shopping Help - Apple

says:

"Account verification

To prevent any unnecessary delays processing your order, please ensure that the billing addresses

on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing bank using the 800 number on the back of your credit card to confirm."

Other info: Shopping Help: Help - Apple

____________________________________________________________________________________

More info: Your Account - Shopping Help - Apple

says:

"Shopping online at apple.com is faster and more convenient when you have an Apple account".

___________________________________________________________________________________

If ordering in US. seems delivery address needs to be within the 50 United States and Puerto Rico.

Shipping & Pickup - Shopping Help - Apple

says:

Shopping outside the U.S.

There are more than 30 apple.com stores in countries around the globe. If you would like to purchase Apple products from outside the U.S., please see our International Store Directory to find out if a store serves your country.

Not easy to guess what the difficulty may be, yet something above may help.

All the best :-)

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Answer 2

brbo

Level 8

41,399 points

Feb 21, 2024 1:05 PM in response to Dubliner92

Thank you kindly for taking the time to reply, and explain. You have been though a lot lately, with no success. Wondering if it is your credit-card provider that rejects the payment ... eg: perhaps your order exceeds a daily limit on spending.

Re: how else can I pay for a Mac?

Wondering if you have created an Apple ID, and added a credit card to the Apple account that accompanies the Apple ID.

Payment methods that Apple can accept in your country or region:

Payment methods that you can use with your Apple ID - Apple Support

However, I respect your decision to "give this whole saga a pause...."

All the best :-)

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Answer 3

Dubliner92 Author

Level 1

4 points

Feb 21, 2024 5:55 AM in response to brbo

Thanks Brbo

No the credit cards that I used all have the same address! I am ordering on the French apple website and it's been a disaster! To be honest at this stage I think I'm going to give up as if I can't use my French credit card, nor any other European country's credit card (all with my name and same address) how else can I pay for a Mac? What's weird about the Apple Shop website in France (don't know if it's the same elsewhere) is that there is nowhere where you can write the name of the person linked to the credit card- which I find very strange.Likewise the only payment method is credit card and despite going through all the authorisation processes with my credit card and my bank as soon as that's all done Apple rejects the payment!

Having explained all that's happened in an email to French customer support service yesterday all I get is a message saying to call them... Weirdly when I 'chatted' on the main Apple website on Sunday someone there arranged for Apple to contact me!! Slightly different customer service..

What I find unbelievable is that the order was cancelled (for whatever reason their system did it automatically) the day I placed my order on 1/2/2024 and literally no-one ever contacted or informed me: I just signed into my account to see when the laptop was going to be delivered which was meant to be tomorrow!

As I'm not French I prefer an English/British keyboard which has to be ordered specifically here in France which takes a few weeks. I've always ordered previous laptops (non-Apple) online (ie ordering one in France from an Irish website which I picked up in Ireland) and have never had such a palaver with an order!! It doesn't really inspire confidence in the brand - even if my husband was fortunate enough not to encouter the same problems a few years ago..

At this stage I'm pretty fed up going around in circles and not getting any resolution: it's not even a language issue as I speak French fluently - have even been speaking to people in Ireland but they couldn't access the French orders... think I'll just give this whole saga a pause....

thanks for your help!

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First time trying to order online - impossible! First order cancelled without being informed and each payment since rejected ! How on earth can you order a Mac

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