Hermes canceled online order

I tried buying a bag online but it was canceled within a few minutes even though my credit card was charged. When I called Hermes customer support they said if I’ve already bought a bag this season then that would cancel the new online order but that they don’t have actual visibility into the cancellation reason. I bought a bag in the store this season but I thought that online purchases were free game and not linked to store profiles. Anybody have insight into what’s going on??