shop.nokia.co.uk cancelled my order - UK
 

Just seeing how many people had their shop.nokia.co.uk pre-order canceled suggesting their was a problem with their credit card, but they see no reason why their would have been a credit card issue.

Just increment the total, I will start the ball rolling

+1

Re: shop.nokia.co.uk cancelled my order - UK
 

Also please state if you had multiple discount codes on your order.

We're trying to pin point the exact issue, whether or not Nokia is deliberately failing the order with multiple discount codes.

No issues for:
15% + Quidco
HSBC Credit Card
Card debited

Re: shop.nokia.co.uk cancelled my order - UK
 

Yeah me to, 3 codes. TESCO credit card +1 =2
unless some one beats my post

Re: shop.nokia.co.uk cancelled my order - UK
 

Email confirmation received
3 x 15% discount codes,
10% Topcashback,
Barclays Connect debit
Money taken from account
No probs

Hoggerz

Re: shop.nokia.co.uk cancelled my order - UK
 

How about if people could also write if they managed to get their cards charged with multiple discounts?

Raptor

Re: shop.nokia.co.uk cancelled my order - UK
 

Sigh. Why oh why do people start a new thread?
http://talk.maemo.org/showthread.php?t=34792 not enough?

Re: shop.nokia.co.uk cancelled my order - UK
 

Cancelled
no discounts

Natwest Credit Card

Re: shop.nokia.co.uk cancelled my order - UK
 

Have had an 'processing your order email' - and card has been charged 321.80 - for the n900 and mobile.
Through topcashback - so all being well - 52.40 more will be refunded to my bank account in a few weeks, for a total of 269.40, for the n900 and a battery.

I used three discount codes, and ordered on the 20th of Oct, with a debit card.

Re: shop.nokia.co.uk cancelled my order - UK
 

As title said, NOSUK orders only.
The other one is mix with Nokia Retail, Amazon, MPD and all sorts.
Difficult to figure out the exact cause why NOSUK is rejecting the orders.

Re: shop.nokia.co.uk cancelled my order - UK
 

Sounds like there were problems: some people have succesfully had the multiple codes approved, so it's by no means blanket. Maybe using the extra codes drew attention to your order when they were processing.

You can't blame them for rejecting the ones where people used a wrong piece of information or an out-of-date card.

Re: shop.nokia.co.uk cancelled my order - UK
 

http://talk.maemo.org/showpost.php?p...&postcount=459

(Basically they are being treated as fraud, which isn't surprising)

Re: shop.nokia.co.uk cancelled my order - UK
 

I've had my order cancelled too. Looks like it was actually Barclaycard that turned it down (probably - haven't actually spoken to a human there, just a machine). I had one 15% discount code, and no cashbacks or anything else.

It looks to me like it is the credit card companies declining the transactions, but there's no excuse for Nokia to not honour the discount codes.

Re: shop.nokia.co.uk cancelled my order - UK
 

Checked with bank

3 discount codes used + express delivery

Money charged & authorised. Amount as expected.

Re: shop.nokia.co.uk cancelled my order - UK
 

Bank confirmed authorisation for expected amount.
3 discount codes & express delivery.
Now all I have to do is wait for Mr UPS man!! :)

Re: shop.nokia.co.uk cancelled my order - UK
 

Are any of you with cancelled orders using shipping addresses which are different to your billing address? I've had things where my bank calls me after I've ordered something online which is delivered to a different address.

Hoggerz

Re: shop.nokia.co.uk cancelled my order - UK
 

3 discount codes.. received a processing email

Re: shop.nokia.co.uk cancelled my order - UK
 

Cancelled

No discount codes, just quidco

billing and shipping address as the registered credit card details.

Re: shop.nokia.co.uk cancelled my order - UK
 

Tesco, my credit card company called me 60 seconds after declining to ask me if it was a real transaction then told me to call Nokia and tell them to re-put the credit card transaction.

After 45 minutes on hold not getting through to anyone on phone, I see an email saying my order was cancelled due to an error with credit card and told me to place a new order. So I have placed a new order. Hopefully this goes through. Hope it doesn't add too much lag on getting the order in.

Re: shop.nokia.co.uk cancelled my order - UK
 

mine cancelled with my bank total should have been £306.

Re: shop.nokia.co.uk cancelled my order - UK
 

looks like the shops down now so cant get it anyway

Re: shop.nokia.co.uk cancelled my order - UK
 

Cancelled, 3 discount codes. Natwest Card. I phoned them up and they said that Nokia did try to put an order through but it was held for confirmation. They've now said the payment is authorised but I don't think Nokia are going to try again with my original order.

I've emailed their billing department (replied to the cancellation email) telling them that the order is now authorised, so I guess the ball is in their court now :(

Re: shop.nokia.co.uk cancelled my order - UK
 

Cancelled. Credit card said for fraud prevention.

2 discount codes: 30%.

Order was recreated a few weeks ago by a telephone call from Nokia, where they recalculated the total 30% discount a different way, so it was definitely legit by then.

Nothing wrong with my credit card details.

Shipping same as billing address.

Got the "your order is ready to be shipped" mail, then 40 minutes later, "your order has been cancelled".

My credit card company could not give me a specific reason for the decline, only that they put a block on the card for fraud prevention. The block persisted to prevent future transactions, until I called the card company: two other transactions were blocked after the Nokia one.

A most intriguing thing is the card company said they have logged a declined authorization, but a short time later logged an accepted authorization for the same amount. They told me acceptances are sometimes lost, though, so not to count on it.

Could it be that shop.nokia.co.uk's order handling has received a declined authorization, sent a "cancelled order" email, and then later received an acceptance and passed through the order anyway? Perhaps there are bugs remaining in the order handling process...

Or perhaps it retried in the normal way, and they have been logged in reverse order by the card company.

Going to shop.nokia.co.uk to view "Order History", the order detail still says "not shipped". But then again, the previous order which has been cancelled (by that call from Nokia replacing it with the new order) is still there and also says "not shipped". It could mean anything.

Trying to view "Order Invoice", however, results in a server error... Only for the newer order. The older one (which has been cancelled) has a working invoice; only the one I care about returns server error :-)

That error may suggest their ordering system is a bit buggered in some way. Who knows, they might acknowledge a fault, tidy it all up and make us all happy in the end. (The call I received to recreate the order a few weeks ago was handled very well).

If it is Nokia's fault that these orders are being declined and cancelled, I think it would be reasonable to let customers have their previous discounted price, perhaps with a different card if there are persistent declinations happening as some are reporting in the USA.

Re: shop.nokia.co.uk cancelled my order - UK
 

List so far:

mardibloke quidco
cgarvie 3 codes
jimus no discounts
ewan 1 code
zaheerm
jimcon 3 codes
daver53 3 codes
jjx 2 codes

+8

Re: shop.nokia.co.uk cancelled my order - UK
 

Unfortunately it'll suffer from confirmation bias, perhaps even that much. People replying here are the sort of people who read the forums avidly, having been passionately waiting for weeks or months, and knew to use the discount codes when the preordered, or even to cancel their preorder and make a new one when more discount codes became talked about here.

Re: shop.nokia.co.uk cancelled my order - UK
 

I used 2 codes and it came off my Natwest visa card.. My order has not been cancelled..

Re: shop.nokia.co.uk cancelled my order - UK
 

Friend just contacted me asking if my order had been cancelled, I said no. He got the first email and then within an hour got the cancelled email. How long did it take for you lot to get the second email. My friend called Nokia and is getting a call back today as it was escalated as new orders loose discount.

Re: shop.nokia.co.uk cancelled my order - UK
 

40 minutes between the "congratulations" and the "commiserations" mails.

Re: shop.nokia.co.uk cancelled my order - UK
 

There was almost exactly half an hour between mine. I really don't understand how it's possible for Nokia to be this utterly incompetent, I really don't. Given the number of people from this forum alone that have had orders cancelled this must be something they're used to, so why respond by totally freaking out and cancelling an order entirely?

Honestly, I first ordered this thing on the 16th of October, then ordered it again on the 29th after they stuffed up the first one, and now this. If (and at this point it really is an 'if') I order it again it'll be the third time, which is a piss-poor performance by any standard.

I'm going to give them a call in the morning, but if they won't honour the (perfectly reasonable, good-faith, single) discount code, then I'm not ordering it at full price. I still want it, but there's no way I'm paying an extra seventy five quid for having been messed around.

Re: shop.nokia.co.uk cancelled my order - UK
 

Email of order processing received, creditcard charged.

No shipping email yet, but I guess this will follow soon.

Re: shop.nokia.co.uk cancelled my order - UK
 

Don't think it is technically 'incompetence'. Putting aside the people who admit their orders were cancelled because they'd made an entry error or didn't have enough credit, it looks to me like the automated system spat out a lot of the ones with lots of discounts, which then had to be entered manually. And that seems to have caused people's banks to query whether it's legit.

I suppose we ought to be glad the banks are on the ball for catching sudden big expenditure.

It sucks for those losing multiple discount, though I confess I'm mazed how those got through anyway... usually these things say "Not to be used in conjunction with any other offer" so Nokia clearly missed a trick letting them through. They are honouring the ones for people whose banks were less viligant - which is really only partially good news for them. Which is better? A big discount or a vigilant credit company?

BTW, anyone heard anything from quidco yet?

Re: shop.nokia.co.uk cancelled my order - UK
 

I had this happen to me yesterday, I was gutted. My card company phoned me to say for fraud they had not permitted the payment and then I had an email from Nokia to say they had cancelled my order!

Really really annoyed.

Re: shop.nokia.co.uk cancelled my order - UK
 

Mine seems to be ok and I had all 3 codes, so its not a policy by Nokia to reject all this way.
I am still waiting for an email that actually says it is in the post, I only have the stock available one at the moment.

Re: shop.nokia.co.uk cancelled my order - UK
 

Transaction declined ("mobile phones are common targets for fraud"). Had 15% discount and order in place since 19th October.

Re: shop.nokia.co.uk cancelled my order - UK
 

Can you guys state which bank+card you used?

Re: shop.nokia.co.uk cancelled my order - UK
 

Hi mine was uk Barclaycard mastercard, I didnt have any discount codes though.

Re: shop.nokia.co.uk cancelled my order - UK
 

Barclaycard is bad bad.
It seems a large majority of failed orders used Barclays

I don't like Barclays because of their PINSentry, too secure is never good, losing alot of flexibility.
I don't want to carry that brick around with me whenever I want to check my balance online.

Re: shop.nokia.co.uk cancelled my order - UK
 

And me. 3 discount codes - to stop fraud. Had loads of credit. Think that is 10 now.

I have raised a compliant with my c/c company.

Still believe legally that Nokia should honour the transaction as they have let others through with the discount codes and a simple payment decline should not void the transaction / contract. Any lawyers out there?

Perhaps we should all get together and take them to the small claims court. Surely they would let it go through then as it would cost them more to defend it!:mad:

Re: shop.nokia.co.uk cancelled my order - UK
 

This seems like a good story to feature on BBC Watchdog
We get better chance for Nokia to put things right through Watchdog rather than doing it ourselves.

Problem with taking it to small claim court is it's not Nokia fault, they'll blaim it on the credit card company for denying the transaction.

Re: shop.nokia.co.uk cancelled my order - UK
 

I preordered in September, used no codes whatsoever and wanted to show my full support by committing to buy a product at full price without having even seen it.

Then in October my order was cancelled and I was requested to call Nokia, as opposed to them calling/emaling me to explain what had happened. OK.

The next thing I know is that yesterday my order was CANCELLED (as opposed to be put on hold) because they couldn't take money off my Barclaycard credit card. Now, unless Nokia have been living under a rock for the past 5 years, their e-commerce workflow experts must know that it's become industry practice for credit card companies to decline initially a "suspicious" (whatever it means) transaction, check with the account holder, authorise it afterwards.

That's why for example dabs.com put an order on hold, verified the details with me, and everything went smoothly afterwards.

The fact that the Nokia shop is designed to freak out and CANCEL the order instead of just put it on hold until the appropriate checks are done is just poor, poor poor customer service.

I am not going to place my order again. I may as well wait for Maemo 6 since my Palm Prē has been such an excellent device so far. Bitterly disappointed by Nokia treating enthusiastic early adopters like this.

Re: shop.nokia.co.uk cancelled my order - UK
 

Just been told on the phone that my discount code should be reapplied - they will call me back in 2-3 hours.