Lenovo Order Placed into Authentication, Needs Further Review

jnathanc on 08/05/2017 - 09:38
Last edited 08/05/2017 - 09:45 by 1 other user

Hi Ozb world.

I recently placed an order through Lenovo Online,

After confirming payment via Paypal and checking out, I noticed that I had not received a Order number (Starting with 42) according to the online reps, so they could only eventually find my order via the CART ID and email.

The order summary also said "your order needs to be further reviewed"

Speaking to a rep over the phone, they eventually stated that the order was placed into an "authentication" stage.

I did not know that ordering a product would be so difficult !

Has anyone had this experience?

Computing

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Comments

  • dylanando on 08/05/2017 - 09:48

    Were they going to do anything if you didnt go chasing it?

    • jnathanc on 08/05/2017 - 09:59

      You'd hope so. I reckon they would have never known about the order as most of the reps can find nothing under the only CART ID reference or email I have, except for one guy.

      The strangest thing was that no confirmation email for the order was sent through to my email- you'd expect at least a "Hi, Your order has not yet gone through , it has been placed into this ___ status.. We will call you back to confirm the order" , but nope.

      I just hope they don't take the money out and not send me an item !

      I asked the guy over the phone just then and to which he stated that their Paypal portal has no issues.

      • dylanando on 08/05/2017 - 17:15

        That's what i was thinking, Poor form from Lenovo but mistakes do happen but that's a costly mistake, for you. Hope you get it soon

  • Vanit on 08/05/2017 - 12:53

    Do they have a Facebook or Twitter presence? In times of need I've found those channels to be way faster/better for solving issues like this.

    • jnathanc on 08/05/2017 - 13:22

      They would most likely have both, I've posted on their Facebook , upon initial welcome, no response . You'd think you could just buy a product easily online and wait for delivery …they advised I'd get a call back from the rep who has my case, 3 hours ago, but nothing.

  • tebbybabes on 08/05/2017 - 13:42

    My take is that the authentication step is for when they're verifying credit card information. Since you paid via paypal, I don't see how or why this should be the case.

    • jnathanc on 08/05/2017 - 14:48

      I figured that too. there are funds ready to go so I'm also surprised.

  • jnathanc on 09/05/2017 - 11:44

    Can anyone tell me what the rule or law is relating to of an order has been transacted but the retailer or company says "im sorry that's not available anymore " however it clearly was at the time of checkout however there was just a few authentication issues.

    They advised that the $1 Dock Deal was no longer valid even though I bought it on the 1st for the total price as stated in the order summary.

    What can I do?

    • jnathanc on 09/05/2017 - 13:05

      Sent a message to ACCC.

      Also to my knowledge your CC should only be charged once item has been shipped?

      They took money straight away…

  • jnathanc on 19/05/2017 - 17:45
    Merged from Lenovo $1 Dock was not honoured.

    Can anyone tell me what the rule or law is relating to of an order has been transacted but the retailer or company says "im sorry that deals not available anymore " however it clearly was, at the time of checkout however there was just a few authentication issues as per cx service team. The sales rep also confirmed the Dock in the cart when ordering over the phone however removed it due to the price discount I had of which they said the above in quotations.

    They advised that the $1 Dock Deal was no longer valid even though I bought it on the 1st for the total price as stated in the order summary.

    UPDATE:

    An email response just came stating that the sales rep also does not recall the Dock being in the cart at time of order. Advised I have an automated call record of the rep confirming that the item was within the cart at the time.

    What can I do?

    • [Deactivated] on 19/05/2017 - 17:49

      Speak to a manager.

    • supnigs super skids on 19/05/2017 - 17:56
      +1

      It's probably a mistake and you can get your money back if you paid. Errors can happen

    • altomic on 19/05/2017 - 18:09
      +3

      Move on

    • jaysmithj89 on 19/05/2017 - 20:53

      Don't give up.

    • juventino on 19/05/2017 - 21:34
      +1

      they dont have to sell you anything. Period

  • Skids andy on 04/07/2017 - 15:26

    What's your outcome with this ?

    I'm having the same order under review issue -.-

    Placed order on 30/6 after emails and calls everyday since then it is still being 'looked' at by Lenovo staff…. getting ticked off ! Someone else on ob picked up the same deal and already got there order number as well.

    Not happy at all.

    • jnathanc on 05/07/2017 - 00:20

      What method of payment did you go with? If it says "your order needs to be reviewed " you need to call them as your order may accidentally be sitting in their holding account.

      I literally had to call and hassle 4-7 calls before I got an amazing rep who was just smooth with everything.

      It'll then take about 6-9 days to send out your item and another 10 days for forwarder to deliver (dhl)

      • Skids andy on 05/07/2017 - 00:58

        Made 2 orders, 1 PayPal and then 1 credit card.

        Apparently the finance team is backed up with lots of orders ATM.

        Different excuse every time I call !

        I will call and see about the 'holding account'. Which team did you speak with ? Payment or sales ?

  • jnathanc on 05/07/2017 - 20:14

    Sales for existing already made order.

    I paid through PayPal with my order and they eventually said after multiple calls that the order was placed in an authentication stage. They never told me what they exactly had "figured out"

    Did you get an order number? Because when i placed the order on two occasions I did not get an order confirmation nor order number due to this authentication process, every call they wanted an order number of which i could not supply.

    It was a mess.

    • Skids andy on 06/07/2017 - 00:08

      I made 2 orders because I never saved my cart Id for the first one.

      1st was PayPal, no Oder num no contact about order and their reps couldn't find the order what's so bloody ever so I made a 2nd order.

      2nd order payed with cc, same deal but I screen shot the 'order needs to be reviewed' page.

      After speaking to several different people in different sections repeating the story each time because many never got back to me and if they did they left me with 'it will be processed'. Wasn't happy so I kept pushing to hurry it up and bang today someone returned my call got payment details AGAIN and now I have a order number.

      Lenovo = sh#t system

  • crift85 on 05/07/2017 - 23:22

    Ordered a laptop for my cousin and had this same issue. Paid with PayPal and PayPal account had not been verified, so went into an authentication stage. After some screwing around, including verifying the PayPal account, we ended up just cancelling the order, reordered and this time paid with credit card. Ordered went through and arrived with no issue.

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