Why was my order cancelled?

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why was my order cancelled? when i have ordered from you many times before using my debit card? NOT HAPPY.

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Gemma (Customer Care Team) December 02, 2010 17:10

Hi Tara,

I can see from your order that some of the information provided does not match what the bank hold for you.

If you could try to place the order again ensuring all house numbers and postcodes are matching i am sure this will go through for you.

Thanks

Gemma

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Hi Tara, I can see from your order that some of the information provided does not match what the bank hold for you. If you could try to place the order again ensuring all house numbers and postcodes are matching i am sure this will go through for you. Thanks Gemma

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STANISLAV SLAVCHEV December 16, 2010 16:34

why my order 4163891 was cancelled?

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- Gemma (Customer Care Team) December 16, 2010 16:38
  
  Hi,
  
  I can see that again the information provided has not been entered correctly, if the information does not match the order will cancel for security reasons.
  
  You need to enter you address as it looks on your bank statements.
  
  Thanks
  
  Gemma
  
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why my order 4163891 was cancelled?

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STANISLAV SLAVCHEV December 16, 2010 16:55

I'm from Bulgaria ,but now i live in UK!So my credit card is from Bulgaria and i want to take the order here in UK !SO the adreses are differently!
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- Gemma (Customer Care Team) December 16, 2010 17:23
  
  Hi,
  
  Ah ok now it makes sense, unfortunately at the moment we are unable to process International cards as we can not verify the address abroad. You would need to use a UK registered card or try to place the order through Paypal.
  
  Thanks
  
  Gemma
  
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I'm from Bulgaria ,but now i live in UK!So my credit card is from Bulgaria and i want to take the order here in UK !SO the adreses are differently! regrads

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STANISLAV SLAVCHEV December 16, 2010 17:34

so ,i must to make the order again trough paypal ?and the first order have been cancelled and the money from my card will be discharge?
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so ,i must to make the order again trough paypal ?and the first order have been cancelled and the money from my card will be discharge? regrads

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Scott (Staff Member) December 16, 2010 22:19

Hi Stanislav

No money has been taken as your order was placed on hold. Gemma has suggested Paypal because this is an alternative payment option.

Thanks for trying

Scott

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Hi Stanislav No money has been taken as your order was placed on hold. Gemma has suggested Paypal because this is an alternative payment option. Thanks for trying Scott

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sophie peart January 28, 2011 05:11

money was taken out of my account twice for an order and i recieved no confirmation numbers ??

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- Gemma (Customer Care Team) January 28, 2011 16:41
  
  Hi Sophie,
  
  I believe i received an email from you earlier, i can only see one order in our system i have emailed to request some person information from your bank card so i can look into this for you.
  
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  Gemma
  
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money was taken out of my account twice for an order and i recieved no confirmation numbers ??

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Margaret Yue March 07, 2011 17:39

I have the same problem. Customer care gave me the same reason that the transaction didn't go through (I am living in UK and using a UK credit card). I called up my Bank only to find out that they have approved all the transaction sent by Kiddicare and the problem lies with the merchant (could be connection issue). I am really not impressed as I have tried purchasing those items 3 times and called the customer care twice (mind you, I'm being charged for that) and not being offered any help.

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- Gemma (Customer Care Team) March 07, 2011 17:45
  
  Hi Margaret,
  
  It was myself you spoke with before and unfortunately we are unable to supply information on why the order has been cancelled due to Data Protection.
  
  There are inconsistiencies with the information provided for the payment, unfortunately until these details match we are unable to process the order.
  
  I am sorry we are not able to to resolve the issue for you.
  
  Thanks
  
  Gemma
  
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I have the same problem. Customer care gave me the same reason that the transaction didn't go through (I am living in UK and using a UK credit card). I called up my Bank only to find out that they have approved all the transaction sent by Kiddicare and the problem lies with the merchant (could be connection issue). I am really not impressed as I have tried purchasing those items 3 times and called the customer care twice (mind you, I'm being charged for that) and not being offered any help.

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Margaret Yue March 07, 2011 18:03

Hi Gemma,

I hope this can be resolved asap.

Marg

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Hi Gemma, I hope this can be resolved asap. Marg

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Margaret Yue March 09, 2011 21:50

Hi Gemma,

Haven't heard from you re: order cancelled. Please advise.

Thanks

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- Gemma (Customer Care Team) March 10, 2011 17:30
  
  Hi Margaret,
  
  I am unable to reinstate the cancelled order, have you tried to reorder?
  
  Thanks,
  
  Gemma
  
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Hi Gemma, Haven't heard from you re: order cancelled. Please advise. Thanks

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Natashia Schoeman December 05, 2011 11:43

Hi Gemma,

My order 5585573 was cancelled.

When I phoned and asked why they told me it was because I paid with a South African credit card.

However, the money has already been taken out of my bank account... Please can I have confirmation that the money is being credited back to my account?

Do not understand why if you are unable to process payment from a South African card you are able to deduct the money off my account.

Distressed.

Regards
Natashia

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Hi Gemma, My order 5585573 was cancelled. When I phoned and asked why they told me it was because I paid with a South African credit card. However, the money has already been taken out of my bank account... Please can I have confirmation that the money is being credited back to my account? Do not understand why if you are unable to process payment from a South African card you are able to deduct the money off my account. Distressed. Regards Natashia

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