A cancelled order doesn't have to be a mystery. Customer care can answer questions and determine why your order was cancelled. Once the reasons for your cancellation are confirmed, your order won't be reinstated, but you can always reorder. Customer care will only cancel an order if the fraud department has determined that there were inconsistencies or other suspect actions during the ordering process. However, you will need to direct your questions to customer care.
If your order was mistakenly cancelled by Gazelle you can take steps to find out what happened and place your order again. Errors do occur. Sometimes these errors occur because the activity on your account may appear suspicious and an order may be cancelled as a way of protecting the integrity and security of your account is the actions appear as if they may be fraudulent. However, there are clear steps that you should take if you find yourself in this position.
Call Customer Care
The first step you should take if your order is cancelled is to call Gazelle customer care. Explain what happened, ask questions, and allow them to gather as much information on your end to solve your issue. They will be able to review your account and determine how or why it was cancelled, and if this cancellation occurred because of suspicious activity or was done in error. Your cancelled order cant be reinstated but you will have the option to reorder if you want to. Depending on the situation, customer care may offer you some form of compensation if it was cancelled for no fault of your own.
Suspicious Orders
Gazelle cancels any order that is deemed suspicious or possibly fraudulent. The fraud team will review the details of an order as a protection to the customers account. If an order is cancelled, the customer isn't charged. Instead an authorization hold will be placed on the funds that Gazelle would have drafted if the order went through. However, after two days the hold is lifted and the funds remain untouched because the authorization is reversed. If the details of a transaction are inconsistent, an order may be cancelled due to possible fraudulent activity. Gazelle reserves the right to cancel an order if the fraud team finds the details regarding the transaction inconsistent or possibly suspect in some other way.
More Details
If you have any additional questions about a cancelled order, your first line of defense should be customer care. They will work with the fraud team to answer questions and get to the bottom of the situation. If you want to cancel, it's best to contact customer care as soon as possible. If you cancel within an hour of your order we can stop your order before it ships. You can also use the contact us selection instead of calling customer care, if this is more convenient. Just be sure to include your shipping address and your order number. Call customer care. Your questions about your cancelled order will be answered.
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