Order Declined, But Processing

[ahmed-ibrahim]

Hello,

I recently ordered an HP Pavilion Gaming 15 Laptop PC with some mionr customizations (color + Intel® Wi-Fi 6 AX 201).

Specs-

HP Pavilion Gaming 15 Laptop PC

No DVD or CD Drive

256 GB PCIe® NVMe™ M.2 SSD

Full-size island-style backlit keyboard(Shadow black and ghost white)

Security Software Trial

Ghost White

16 GB DDR4-2933 SDRAM (2 x 8 GB)

Intel® Wi-Fi 6 AX 201 (2x2) and Bluetooth® 5 combo (Supporting Gigabit file transfer speeds)

Office Software Trial

Windows 10 Home 64

HP TrueVision HD Camera+dual array digital microphone(Shadow Black with Ghost White)

15.6" diagonal FHD, IPS, anti-glare, micro-edge, WLED-backlit, 250 nits (1920 x 1080)

3-cell, 52.5 Wh Lithium-ion prismatic Battery

Intel® Core™ i5-10300H (2.5 GHz, up to 4.5 GHz, 8 MB L3 cache, 4 cores) + NVIDIA® GeForce® GTX 1050 (3 GB)

Dear AHMED IBRAHIM,
Thank you for your HP.com Store order.

• Your order number is XXXXXXXXXX
  Your order number is your invoice number
• Order date: Nov 27, 2020

We received your order and have begun the order confirmation process. We will email updates as your order status changes.
Your selected delivery method is Standard 2-8 business days. United States Customs clearance may add 1 day to the estimated delivery for customized and build-to-order PCs.

This holiday season, online shopping volumes are expected to be at an all-time high. As a result, delivery delays are expected


and then I received a second email :

Dear AHMED IBRAHIM, We are unable to accept your order.
• Your order number is XXXXXXXXXX
We thank you for your interest in HP products and recommend you look for your desired HP products at a retailer near you.

However, my orders page shows the order as processing and on clicking on "show order details", it shows Declined. I called my bank and they said that the amount was deducted from my account.
so what the deal here? I don't understand this, it has been a terrible buying experience so far. 

[praveenbv]

Hi @ahmed-ibrahim,

Welcome to the HP Support Community.  

As this is HP online store-related, I'd suggest you contact HP in your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.   

Have a great day!  

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