Start a conversation

My Credit Card Has Been Charged But I Still Haven't Received My Order. Why?

If you find yourself in this situation, please contact your bank first and ask them whether the charge you see on your bank statement is an actual charge or a reservation. 

NOTE: Some banks reserve the purchase amount before the card is actually charged.

If your bank confirms that your card has indeed been charged, then please contact us with the details of your transaction. The situation when a transaction is flagged and rejected by our risk engine after the card has been charged is rare and it happens when the engine receives new information about your transaction immediately after the card has been charged. 

In such a case, we will issue a refund as soon as possible.

Disclosing the reasons for the rejection of your transaction is, unfortunately, something we cannot do as this is confidential information. Your card being rejected means that our security system has detected something related to your transaction which shows that there is a high possibility of it being fraudulent.

NOTE: It might take a few extra days for the funds to reach your account, and it depends entirely on bank processing time and is not related to our service.

Choose files or drag and drop files
Published Date = 12/02/2018
Last Updated Date = 07/01/2020
Was this article helpful?