Why was my order canceled?

At NZXT, we highly value the security and safety of our customers and take certain measures to protect all customers from unapproved transactions.

When our system identified key pieces of information that indicate a potentially fraudulent transaction, the system will automatically cancel the order and an automated message will be sent that indicates the order has been cancelled.

What reasons can an order be cancelled?

For security reasons, we cannot provide the exact reason a given order may be cancelled as this could allow bad actors to game the system.  A few common reasons that can be disclosed include:

The order is placed from an Unsecured network or through a VPN

A common tactic used for fraudulent orders is to spoof one's location to appear as if order is being placed by the card holder rather than the location of the fraudulent user.  Because of this, any orders found to be placed via a VPN may be immediately cancelled and flagged as fraud.

Additionally, public networks such as public libraries, cafes, restaurants, or college campuses may be flagged due to the high risk of your information becoming compromised during the order process. 

To avoid this issue, make sure that you are placing your order from a safe, secured network.

The Shipping or Billing Information is inaccurate

If your Shipping or Billing information does not match at checkout your order may be flagged for additional verification or automatically cancelled, especially if the distance for the delivery is deemed an excessive distance from the Billing address.

Additionally, providing incorrect information such as a street address, postal code, or city that does not match what your Payment Processor (Bank or Card Provider) has on file can result in your order being immediately flagged and/or cancelled.

To avoid this issue, make sure that your Shipping and Billing address matches the information your Payment Processor has on file.

Freight Forwarding, PO Boxes, and Delivery Service Addresses

NZXT does not allow shipping to addresses associated with Freight Forwarding or Delivery Services or to PO Boxes.  All addresses provided must be a direct address associated with the purchaser.  Orders using these types of addresses may be cancelled by our team.

• Freight Forwarders:  Otherwise known as Reshippers, are companies that provide freight services to ship products to countries outside of our service area.  All NZXT products carry a limited warranty in their original region of sale and are insured only to the original point of delivery.  Because we cannot guarantee safe delivery through these services, any orders found to be shipped to a Freight Forwarding service will be cancelled.  NZXT reserves the right to deny any warranty claims for systems shipped via a Freight Forwarding service.
• PO Boxes:  Due to courier restrictions and the inability to obtain a direct signature at the time of delivery for high-value items, NZXT does not offer shipping to PO Boxes.
• Delivery Service Addresses:  Like with PO Boxes, NZXT is unable to deliver to addresses associated with shipping services (i.e. Fedex Office Stores).

To avoid cancellation, please ensure that you provide a valid residential or business address that is not associated with any of the above services.

The Payment Processor (Bank or Card Issuer) cancelled the transaction

In addition to our own security checks, your payment processor (bank or card issuer) may have additional checks or security in place.  A few common reasons an order may be cancelled by your payment processor include but are not limited to:

• The necessary funds are not available.
• The account has reached a daily or weekly transaction limit.
• The bank's fraud prevention system has detected an issue with the order.

To avoid cancellation, it is recommended to call your Bank or Card Issuer to confirm that you have the funds available and that you are not within a potential purchase limit.  For larger purchases, your issuer may require a pre-authorization for the funds to be used.

How do I prevent my order from being cancelled?

To reduce the chance of your order being mistakenly cancelled, here are a few tips to keep in mind when placing your order:

• Make sure your Billing and Shipping Address are known to your Payment Processor.
  • If you have recently moved, please note it can take up to 90 days for the processor to update your information on file.  In these cases, you may need to use your old address or wait for your payment processor to update their system.
• Try another payment option
  • NZXT offers a few different payment methods which include additional validation tools integrated at checkout.  For example, financing through Affirm or Klarna already includes a pre-authorization step prior to checkout.
• Make sure your information is accurate.
  • At each step of the checkout, review your order and make sure you didn't potentially misspell any information.
• Contact your Bank or Card Issuer
  • Verify that you have the appropriate funds or credit available to your account.
  • Confirm if your account has a daily transaction limit, and if this can be raised for the transaction.

My order was cancelled and I lost/missed a sale or promo, can I get a refund or reimbursement?

If your order was cancelled due to a potential fraud issue, we will not be able to offer a refund or reimbursement of the sale price or potentially honor the sale/promo that was offered at the time of the original order.  Please make sure that your information is as accurate as possible using the guide above before placing your order.

Do you have any questions not covered by this guide or need further assistance?  Please feel free to reach out to our Customer Support team and one of our friendly support agents will be there to assist you.

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