Payments, order status, and transaction references

A bank can notify you before the payment provider finishes confirming the transaction to the store. During that interval, the order may still show as pending. Rechecking the existing order is safer than starting another payment immediately.

A confirmed order should contain the product, amount, payment method, store reference, and provider reference. These details let support investigate without asking for private banking credentials.

If the payment window closes or the network disconnects, return to the same order. Use its recheck action before creating a new order. If your bank shows two completed charges, contact support with both transaction references and the affected order reference.

Never post a full card number, CVV, card PIN, banking password, or one-time code. A receipt with unnecessary personal information should be redacted before it is attached to a support case.

Pending means confirmation or payment is incomplete. Paid means the provider has confirmed payment and fulfilment can proceed. Delivered means the order's delivery step has completed. Refunding and refunded describe a return in progress or completed. A failed payment should not release a digital item.

Delivery timing starts from confirmed payment, not necessarily from the first payment attempt. Supplier downtime or information required from the buyer can extend a manual estimate, but the order history should continue to show what happened.

Contact support when a confirmed payment has not moved into fulfilment, a delivery estimate has passed, the delivered item does not match the listing, or a duplicate charge appears. Include the order reference, a concise description, and the non-secret provider reference.

Keep updates in the same case while it is being investigated. A single timeline helps the agent compare payment callbacks, fulfilment attempts, delivery events, and previous replies without asking you to repeat the problem.