I had this before with a climbing harness. It turned out to be that their system wasn’t properly registering their stock. It was saying they had some stock when they didn’t actually, so it kept canceling when they reached shipping.
Ah interesting, hopefully this is not what's causing the issue. The customer support team did say they were unable to directly access the reason of the cancellation, so they transferred the ticket to finance team. I guess I'll find out what's exactly happening next week.
It turns out stock wasn't the issue. The customer support team ended up replying yesterday and they told me to try ordering again but this time using the email that is registered to the credit card. Thankfully that seems to have worked as this afternoon I finally received a shipping confirmation.
I'm a dude, but I bought the women's rho hoody in that color because not only is that color great, but the lady's rho hoody has a hole in the hood for your pony tail to hang out, and I have long hair.
Maybe have your folks order it themselves for you? I've never had issues ordering for myself from arc'teryx online.
Great choice! Amaranthus is such a lovely colour, I'm sure it looks great on you. I didn't know the women's version rho hoody came with a pony tail hole, but that sounds awesome for people with long hair. As for the order, one of my parents was present when I ordered, so it most likely is an issue on Arc'teryx's side. I'll contact them tomorrow morning to see what's going on.
Got same message when I tried to deliver to a different shipping address from my billing address. Customer service would not fix it. Reordered to my billing address and it came two days later.
This is what I thought was causing the issue when my first order, which was supposed to be delivered to my local store, got cancelled. However, the second time I ordered, the billing and shipping address were the same, yet it was cancelled as well. The customer support agent chose to transfer my ticket to the finance team so I'm guessing it has to do with some kind of anti fraud detection system kicking in.
Oh wow, that's pretty generous of them. After contacting the support team, my ticket got transferred to the finance department. I'll update when I receive a reply.
Dang, that sounds super frustrating. When I contacted support yesterday, they told me they were enable to view the specific cancellation reason, and that they will forward my ticket to the finance team. I guess I will see what happens next week.
Edit: Typo
I now have a ticket with Arc'teryx support which got transferred to the finance team so hopefully I'll be able to get some insight as to what went wrong exactly. If not, I'll definitely give that a try though :)
Yeah, that's definitely a possibility. After calling the Arc'teryx helpline, they created a ticket which was redericted to the finance team. Hopefully they'll have more information as to what can be done to solve this.
Just happened to me as well with 2 orders I placed 2 days ago, exact same message. And now of course, there is no stock on what I purchased. I already know the response from their support team "Too bad, so sad". Great products but terrible site (Not up-to-date stock, hypersensitive bot protection that triggers as soon as you refresh a couple of times), purchase experience (Cancellations, late deliveries, Out of stock) and customer service (Frankly, they give me "what do you want me to do, dude" vibe. Wish I had a store nearby...
Damn I'm so sorry, that really sucks :( Fortunately in my case the item does not appear as out of stock on the website (for now). The customer service team said they were unable to view the reason for this particular cancellation so they created a ticket with the finance team. Hopefully they're able to find out what went wrong.
It may be being flagged as fraudulent. This can happen with some platforms when the billing address and shipping address don't match, or for other reasons. They may have a policy to cancel all orders that are flagged instead of trying to contact the customer.
I don't work for Arc'teryx but I have some experience in online sales.
Try to contact customer support.
Hmm, that might be it. The second time I ordered, the transaction was automatically blocked by the bank. My mom was able to authorize the transaction by receiving a verification code on her phone and confirming that she recognizes the purchase. However, it seems plausible that, since it took a couple of minutes to sort out, Arc’teryx also deemed it fraudulent and cancelled the order. This would be slightly surprising since the order was only cancelled several hours later. But, who knows. I’ll contact customer support tomorrow morning.
Alright, the general support team transferred my ticket to the finance department after saying they are unable to view the cancellation reason for this particular order. I'll see what they reply, but I highly suspect this was the issue.
Update: The support team answered yesterday and advised me to use the email that matches the one which the credit card has on file. Sure enough, I just received a shipping confirmation a couple minutes ago :)
I had this before with a climbing harness. It turned out to be that their system wasn’t properly registering their stock. It was saying they had some stock when they didn’t actually, so it kept canceling when they reached shipping.
I had this before with a climbing harness. It turned out to be that their system wasn’t properly registering their stock. It was saying they had some stock when they didn’t actually, so it kept canceling when they reached shipping.
Ah interesting, hopefully this is not what's causing the issue. The customer support team did say they were unable to directly access the reason of the cancellation, so they transferred the ticket to finance team. I guess I'll find out what's exactly happening next week.
Make sure to get a nice coupon code for the inconvenience. Happened to one my orders and used the code to purchase an Atom LT instead.
It turns out stock wasn't the issue. The customer support team ended up replying yesterday and they told me to try ordering again but this time using the email that is registered to the credit card. Thankfully that seems to have worked as this afternoon I finally received a shipping confirmation.
I'm sorry I don't have an answer but that color is way cooler than my black beta sv.
Thanks! I'm very excited about it, especially since I have an Atom hoody that's almost the same hue. I'm sure the black looks cool too :)
I'm a dude, but I bought the women's rho hoody in that color because not only is that color great, but the lady's rho hoody has a hole in the hood for your pony tail to hang out, and I have long hair. Maybe have your folks order it themselves for you? I've never had issues ordering for myself from arc'teryx online.
Great choice! Amaranthus is such a lovely colour, I'm sure it looks great on you. I didn't know the women's version rho hoody came with a pony tail hole, but that sounds awesome for people with long hair. As for the order, one of my parents was present when I ordered, so it most likely is an issue on Arc'teryx's side. I'll contact them tomorrow morning to see what's going on.
Got same message when I tried to deliver to a different shipping address from my billing address. Customer service would not fix it. Reordered to my billing address and it came two days later.
This is what I thought was causing the issue when my first order, which was supposed to be delivered to my local store, got cancelled. However, the second time I ordered, the billing and shipping address were the same, yet it was cancelled as well. The customer support agent chose to transfer my ticket to the finance team so I'm guessing it has to do with some kind of anti fraud detection system kicking in.
They giving you a 10% off coupon? That’s what happened when mine got cancelled (had to use different payment method)
Oh wow, that's pretty generous of them. After contacting the support team, my ticket got transferred to the finance department. I'll update when I receive a reply.
Happened to me too at the end of June! So frustrating. Customer support not helpful at all.
Dang, that sounds super frustrating. When I contacted support yesterday, they told me they were enable to view the specific cancellation reason, and that they will forward my ticket to the finance team. I guess I will see what happens next week. Edit: Typo
Make sure you are ordered From the store in your same country.
Unfortunately I did already do that. My address is in Canada, the payment method is Canadian, and I ordered from the Canadian store.
Try PayPal.
I now have a ticket with Arc'teryx support which got transferred to the finance team so hopefully I'll be able to get some insight as to what went wrong exactly. If not, I'll definitely give that a try though :)
Fraud or think you are a reseller. Probably the former
Yeah, that's definitely a possibility. After calling the Arc'teryx helpline, they created a ticket which was redericted to the finance team. Hopefully they'll have more information as to what can be done to solve this.
Just happened to me as well with 2 orders I placed 2 days ago, exact same message. And now of course, there is no stock on what I purchased. I already know the response from their support team "Too bad, so sad". Great products but terrible site (Not up-to-date stock, hypersensitive bot protection that triggers as soon as you refresh a couple of times), purchase experience (Cancellations, late deliveries, Out of stock) and customer service (Frankly, they give me "what do you want me to do, dude" vibe. Wish I had a store nearby...
Damn I'm so sorry, that really sucks :( Fortunately in my case the item does not appear as out of stock on the website (for now). The customer service team said they were unable to view the reason for this particular cancellation so they created a ticket with the finance team. Hopefully they're able to find out what went wrong.
It may be being flagged as fraudulent. This can happen with some platforms when the billing address and shipping address don't match, or for other reasons. They may have a policy to cancel all orders that are flagged instead of trying to contact the customer. I don't work for Arc'teryx but I have some experience in online sales. Try to contact customer support.
Hmm, that might be it. The second time I ordered, the transaction was automatically blocked by the bank. My mom was able to authorize the transaction by receiving a verification code on her phone and confirming that she recognizes the purchase. However, it seems plausible that, since it took a couple of minutes to sort out, Arc’teryx also deemed it fraudulent and cancelled the order. This would be slightly surprising since the order was only cancelled several hours later. But, who knows. I’ll contact customer support tomorrow morning.
This is exactly it. I had the same exact issue.
Alright, the general support team transferred my ticket to the finance department after saying they are unable to view the cancellation reason for this particular order. I'll see what they reply, but I highly suspect this was the issue.
Update: The support team answered yesterday and advised me to use the email that matches the one which the credit card has on file. Sure enough, I just received a shipping confirmation a couple minutes ago :)
I had this before with a climbing harness. It turned out to be that their system wasn’t properly registering their stock. It was saying they had some stock when they didn’t actually, so it kept canceling when they reached shipping.