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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎06-18-2021 01:18 PM

HP Recommended
Product: Pavilion x360
Operating System: Microsoft Windows 10 (64-bit)

I tried to order a laptop but it was cancelled by Hp. So yesterday, I tried to order another one but this time using PayPal since my first order I tried to place got cancelled. But this second order got declined as well.  Immediately after I clicked the "Place Order" button I was re-directed to a page with the below message:

 

"We regret that we cannot process your order based on the information provided *order status* . For your privacy, HP does not have access to any further information on this decline. You will receive a letter from Comenity Capital Bank within 30 days. If you require further assistance, please contact PayPal at [edit].  If you would like to continue your purchase using a different payment method, please return to your shopping cart or call us at [edit]. Purchases at HP Shopping can be made using American Express, Discover, MasterCard, VISA, PayPal, PayPal Credit, HP.com Preferred Account, or HP Shopping gift cards. We appreciate your interest in HP products and we look forward to hearing from you soon".

 

I contacted Paypal and they said:

 

"To cancel your pending order, it would be best to contact HP directly. This is because the merchant has an agreement with us that prevents us from canceling any of their orders".

 

 I told HP (via a chat agent) that I wanted the order cancelled. They asked for my order number but i didn't get one since immediately after I clicked the "Place Order" button, I was re-directed to a page saying that the order was declined and it could not be processed based on the information I provided. This second order does not even appear in my HP account "Orders" page. Nor did I get an email from them saying it was declined (like I did the first order). I tried calling them but i was on hold for almost 30 minutes so I hung up.

 

Can someone PLEASE help me resolve this so I can get my money back?!

1 REPLY 1

‎06-19-2021 05:42 AM - edited ‎06-19-2021 05:45 AM

HP Recommended

Hi@missygirl23, Welcome to the HP Support Community!

 

We'd love you to have you join us as an HP new computer owner.  Smiling.

 

New Product? Need Help? HP Online Store – USA – Customer Service

 

 Not your HP store?  Scroll to the bottom of the website and click the Flag to change regions.

 

Customer Service - Examples

 

Self-Help Service, Account, Security and Privacy, Returns and cancellations, FAQ, Shopping, Shipping and delivery, Rebates / Coupons, Product Support, Parts and services

 

OR

Select a subject type

 

OR

Select a subject type

 

OR

Select Home and Home Office products > (Next) Select the type of order / information you seek

 

Hope this helps! Keep me posted.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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