Payment Status Issues and Solutions
Updated
Why a payment can take time to appear, what to check, and how to get it matched quickly.
Bank transfers
We manually verify bank transfers against our bank statement, typically within one working day. Transfers initiated in the evening, during weekends, or on public holidays will be reflected on the next working day.
To expedite the process, please open a support ticket with the following information:
- your order number,
- the amount and date of the transfer,
- a screenshot or PDF of the transfer receipt.
Card and wallet payments
These payments are typically confirmed within minutes. If the funds have been deducted from your account but your order remains pending after an hour, please do not make another payment. Instead, provide us with your order number and transaction reference, and we will investigate the issue.
Paid twice by mistake
Please inform us immediately. The duplicate payment will be refunded to the original account.
Understanding Payment Processing and Order Status
When you make a payment for your order, it is crucial to understand the various processes involved in confirming payment and updating order status. Each payment method has its own timeline and procedures, which can influence how promptly your order is marked as paid.
Payment Method Timelines
The time taken for a payment to update your order status varies based on the payment method used:
- Bank Transfers: As noted, bank transfers require manual verification. This process can take up to one business day, depending on when the transfer is initiated. If you start a transfer outside of normal banking hours, it will be processed on the next business day.
- Credit/Debit Card Payments: These transactions are generally processed swiftly, with confirmations often received within minutes. However, delays may occur due to bank processing times.
- Digital Wallets: Payments made through digital wallets typically confirm quickly, much like card payments, but may occasionally face delays due to network issues.
What to Consider
If your payment has been processed but your order still shows as unpaid, please consider the following:
- Check your bank statement to confirm that the payment has been deducted.
- Ensure that you have entered the correct order number and transaction reference when contacting support.
- Be mindful of potential delays due to public holidays or weekends.
By understanding these factors, you can address any issues that may occur with payment confirmations and order statuses more effectively.