Shopping Discussion

Can you change/update the credit card on your pre-orders at Walmart Canada?

  • Last Updated:
  • Nov 23rd, 2020 11:56 am
[OP]
Newbie
Mar 3, 2019
19 posts
7 upvotes

Can you change/update the credit card on your pre-orders at Walmart Canada?

Good morning, I hope you can help me.


I recently made a pre order for the ps5 and shortly after, my credit card got compromised and the credit card company issued a new card. I called support, and she said it was impossible to change credit card number and that I should just reorder...

Has anyone dealt with a similar situation ?
Tnx
Last edited by TomRFD on Oct 22nd, 2020 12:59 pm, edited 1 time in total.
Reason: updated title
66 replies
Member
Nov 28, 2007
477 posts
169 upvotes
Etobicoke
This is why I never will preorder again with Walmart. For some archaic reason, they cannot change payment, delivery addresses, or anything on them.

Only thing you can unfortunately do is wait to get an email saying they couldn't charge you CC come release and MAYBE they'll let you update it online. I can't recall if they do or not though...
Newbie
Apr 20, 2015
44 posts
23 upvotes
Montr
This is on their webpage....

------
When will I be charged for my pre-order?
Your credit card will only be charged once your item ships. If you’ve pre-ordered multiple items, your credit card will only be charged for individual items as they ship.

If your credit card expires prior to the ship date of your pre-order, you’ll need to contact our Customer Service team with updated information or your pre-order will be cancelled.

Please note, when you place a pre-order using a Walmart Canada gift card or Walmart Rewards, or PayPal account, you will be charged at the time your order is placed. .

------

Look at the second line... Tell them about it. At the same time, I heard that it might be possible for you to change the credit card info on your account(walmart account) and it might go through.

In the meantime.. Pester the hell out of them, My bank sent a new card since my expires in Jan 2021, but im not touching it until then.
Deal Addict
Nov 28, 2013
2418 posts
957 upvotes
Quebec
juancaar wrote: This is on their webpage....

------
When will I be charged for my pre-order?
Your credit card will only be charged once your item ships. If you’ve pre-ordered multiple items, your credit card will only be charged for individual items as they ship.

If your credit card expires prior to the ship date of your pre-order, you’ll need to contact our Customer Service team with updated information or your pre-order will be cancelled.

Please note, when you place a pre-order using a Walmart Canada gift card or Walmart Rewards, or PayPal account, you will be charged at the time your order is placed. .

------

Look at the second line... Tell them about it. At the same time, I heard that it might be possible for you to change the credit card info on your account(walmart account) and it might go through.

In the meantime.. Pester the hell out of them, My bank sent a new card since my expires in Jan 2021, but im not touching it until then.
Doesn't<T do shit CSR at Walmart is the worst

Best thing he can hope is that he has a new CC from the same bank with the same number (just different CCV and expiration date). and Walmart should still be able to charge it

(happened to me once)
Newbie
Apr 20, 2015
44 posts
23 upvotes
Montr
Funny thing is there are posts about this here, on reddit, and the OP NEVER says how it finally went... These OPs gotta step it up!!!

Saadcham... tell us how it goes!
Jr. Member
Oct 2, 2014
114 posts
162 upvotes
Madden, AB
I actually just went through this today. Walmart told me if I updated my primary payment method to the new card, the order would go through but I have my doubts. I called Costco about my Xbox order and they told me there is nothing they can do and I'm just gonna lose it.
[OP]
Newbie
Mar 3, 2019
19 posts
7 upvotes
Unfortunately my card number is completely different, and I called them a few times and since I made an order with a guest checkout, they cannot modify payment. I sent an email to corporate, no answer. Gonna try and call them, since someone posted their T & C. I created a walmart account and added my new CC, but my guest check-out order doesn't show up.. will keep you all posted!
Member
Dec 17, 2006
305 posts
6 upvotes
Similar problem here, except it was my own dumb fault. I didn't notice an old, expired credit card was selected when pre-ordering my XBox Series X. I started getting the unsuccessful billing emails from Walmart. Here's what I've done / learned so far...

1) Called customer service - was told I needed to cancel and reorder. I explained that the XBox is sold out everywhere and asked them to do anything they can to flag the order so that it does not get cancelled. No idea if this helps or if they can do anything to flag the order so it isn't automatically cancelled when payment is unsuccessful.

2) Chatted with a different CSR via the online chat function. They told me to clear out my outdated credit cards from my walmart.ca account, and set up the new card as the primary. He said they should use that going forward when the card on the order doesn't work. I received another billing issue notice from walmart shortly after, so this does not seem to fix the issue (at least not immediately).

3) Called again and asked to have my case escalated to a manager on the resolution team. They did this without issue and I had a call from a manager within 2 days. I suspect this is still overseas support, but they do seem to have a bit more ability to deal with this kind of thing. The resolution manager told me that he also needed to email someone in billing or fulfillment to provide them the last 4 digits of the card they're supposed to use. This makes me suspect that someone has to manually process the payment with the updated billing info before the order ships.

That last bit is consistent with what I've read elsewhere online... that sometimes you can get an order through with alternate payment information when they actually go to ship the order, but that there needs to be a manual intervention by someone in the fulfillment area.

I've since received another failed payment email from Walmart, but as of yet the order hasn't been cancelled. I haven't seen any billing attempts on my active credit card yet, which is a little worrisome as I saw on nowinstock that it looks like they've started to fully charge the orders to credit cards now (even though it seems a bit early).

I'm hoping that either an email comes allowing me to provide alternate billing information (which I've read has happened elsewhere and someone mentioned here) or that the information that the Resolutions team sent through allows someone to manually process the proper payment when it comes time to ship the order.

It's hard to want to order from Walmart ever again knowing these limitations of their e-commerce system... but even worse knowing that I wasn't on the ball enough to confirm my credit card info when I was placing my pre-order. Such a rookie mistake!

I'll post back as I learn anything else or to let folks know if I was able to get the order to go through. I'm kind of assuming it's a lost cause but maybe they'll surprise me?

TL;DR - Update your primary credit card on account (if you can - doesn't help for guest accounts). Ask to have escalated to manager / resolutions team. Provide the manager with the last 4 digits of the primary card that should be used for the order. Make sure you ask them to flag the order so that it doesn't get cancelled.
Last edited by r00ster on Oct 22nd, 2020 12:13 pm, edited 1 time in total.
Member
Dec 17, 2006
305 posts
6 upvotes
saadcham wrote: Unfortunately my card number is completely different, and I called them a few times and since I made an order with a guest checkout, they cannot modify payment. I sent an email to corporate, no answer. Gonna try and call them, since someone posted their T & C. I created a walmart account and added my new CC, but my guest check-out order doesn't show up.. will keep you all posted!
Further to my post above, try asking to have your case escalated to a manager / someone on the resolutions team. No idea how much it helps, but if you're trying every avenue that's another one for you.
Deal Addict
Sep 1, 2007
1753 posts
1262 upvotes
Surrey
r00ster wrote: Similar problem here, except it was my own dumb fault. I didn't notice an old, expired credit card was selected when pre-ordering my XBox Series X. I started getting the unsuccessful billing emails from Walmart. Here's what I've done / learned so far...

1) Called customer service - was told I needed to cancel and reorder. I explained that the XBox is sold out everywhere and asked them to do anything they can to flag the order so that it does not get cancelled. No idea if this helps or if they can do anything to flag the order so it isn't automatically cancelled when payment is unsuccessful.

2) Chatted with a different CSR via the online chat function. They told me to clear out my outdated credit cards from my walmart.ca account, and set up the new card as the primary. He said they should use that going forward when the card on the order doesn't work. I received another billing issue notice from walmart shortly after, so this does not seem to fix the issue (at least not immediately).

3) Called again and asked to have my case escalated to a manager on the resolution team. They did this without issue and I had a call from a manager within 2 days. I suspect this is still overseas support, but they do seem to have a bit more ability to deal with this kind of thing. The resolution manager told me that he also needed to email someone in billing or fulfillment to provide them the last 4 digits of the card they're supposed to use. This makes me suspect that someone has to manually process the payment with the updated billing info before the order ships.

That last bit is consistent with what I've read elsewhere online... that sometimes you can get an order through with alternate payment information when they actually go to ship the order, but that there needs to be a manual intervention by someone in the fulfillment area.

I've since received another failed payment email from Walmart, but as of yet the order hasn't been cancelled. I haven't seen any billing attempts on my active credit card yet, which is a little worrisome as I saw on nowinstock that it looks like they've started to fully charge the orders to credit cards now (even though it seems a bit early).

I'm hoping that either an email comes allowing me to provide alternate billing information (which I've read has happened elsewhere and someone mentioned here) or that the information that the Resolutions team sent through allows someone to manually process the proper payment when it comes time to ship the order.

It's hard to want to order from Walmart ever again knowing these limitations of their e-commerce system... but even worse knowing that I wasn't on the ball enough to confirm my credit card info when I was placing my pre-order. Such a rookie mistake!

I'll post back as I learn anything else or to let folks know if I was able to get the order to go through. I'm kind of assuming it's a lost cause but maybe they'll surprise me?

TL;DR - Update your primary credit card on account (if you can - doesn't help for guest accounts). Ask to have escalated to manager / resolutions team. Provide the manager with the last 4 digits of the primary card that should be used for the order. Make sure you ask them to flag the order so that it doesn't get cancelled.
Wow. I'm going thru the exact same thing. Except It was Amex that cancelled my credit card literally a day before walmart tried to put the payment thru. talked to a couple overseas CSR's that were almost impossible to understand. Frustrating. i'll update and see where this goes. They told me the same info for updating the credit card on my account which I did. They said they can't see it on their end and to wait 24 hrs for them to see it
Koodo $40/13gb $35/10gb wireless plans//
Newbie
Oct 22, 2020
4 posts
1 upvote
I'm going through the same thing as well. Checked out as a guest accidentally and Walmart is trying to put it through with the wrong expiry date. I've talked to 4 different reps and have gotten no where. They just keep telling me they can't change anything and too cancel and order again. That's obviously not an option
Jr. Member
Oct 2, 2014
114 posts
162 upvotes
Madden, AB
The Walmart CSR I spoke to this morning said he had to send my case to the billing department and that it will be fine. I'm still not so sure.
Newbie
Oct 1, 2019
19 posts
6 upvotes
I am having the same issue, my cc was expired and they sent me a new one that as the same number but different expiration date. Ive talked to 5 csr after gettin the billing issue for the authorisation on friday and gotten 5 different answers.

First csr asked me to delete my cc info and re-enter it and all should be fine. This doesnt work as they tried to pass the billing again and the xbox was again charged with the previous cc.

Second csr asked me to go in a physical walmart strore and pay for the pre-ordered item. I wen to the store and the strore manager told me the csr was an idiot and you cannot pay that way.

Third csr told me I was screwed and lost my preorder. I was really mad, but there was nothing I could do (later that day after the call the system tried to bill me again, thats when I knew that the third csr was lying). I asked the 3rd csr to talk to a supervisor, and he was adamant on me not talking to one telling me the supervisor wouldnt be able to do anything more for me than he did. He ended up saying ok after me insisting 5/6 times and said a superisor was going to call me in the next 24 hours, its been more than 48 hours and yet no call from a supervisor.

Fourth csr (now i switched to the english line instead of french because of the third csr). He told me there are some issue with the billing system and just call back on monday. I knew that was bullshit since that isnt the issue, the issue is that the order is using my previous cc.

Fifth csr said to call my bank and notice them that they should accept charges on the previous cc (guess what the bank told me when i called them lol). She said worst comes to worst that the billing department would calll me.

Will call back tomorow and try again to talk to billing or to a supervisor. Im starting to accept that I will not get my shiny new xbox on the 12th. And the worst part is that this all started with the xbox since that was the one that was billed first, but I also have a ps5 on preorder at walmart that is having the same issue.
Last edited by SteveR75943 on Oct 26th, 2020 11:34 am, edited 1 time in total.
Newbie
Jan 27, 2007
89 posts
76 upvotes
Thanks I’ll give it a try tomorrow. The issue I’m facing is Walmart getting pre-authorization on both the PS5 and Series X at the same time. Thing is, the card I used has a limit of 1k (my mistake, should’ve used another card). So they successfully charged for my PS5 but the Xbox won’t go through. And I overpaid my CC thinking it would temporarily increase my limit, but I guess it doesn’t work that way.

Changed my primary card for the time being. Been 2 years since I’ve pre-ordered something with them. Why is this still an issue is beyond my comprehension.
Newbie
Oct 1, 2019
19 posts
6 upvotes
Just called back this morning and was confirmed that my case was escalated to the financial services. They are apparently having some issues with there billing system. I should be getting a call back within the next 3 days. Hopefully OP and others on this thread will also get this issue resolved.

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