You may occasionally encounter difficulties paying for an order on the PrestaShop Marketplace. Here are a number of reasons and their solutions.

 

Credit and debit card transactions

In the event of an input error or an expired card, an error message will be displayed to let you know what the problem is. Check your card details, make any necessary corrections and try to validate your payment again.

If the problem occurs after you confirmed payment, please check the availability of funds in your account, and your card settings (e.g. payment limit per month or activation of online payment).

The problem may also come from a failed authentication with your bank, due to the 3D Secure protocol (authentication generally performed via your smartphone). If the 3DS screen is displayed, but authentication has not been validated, you will need to contact your bank. However, if the 3DS screen doesn't appear, or for any other problem, please contact our support team via this Help Center.

 

💡 If your payment was unsuccessful and you need to order urgently, we suggest you try another payment method if possible.

 

PayPal transaction

In the event of a failed PayPal transaction, please check your PayPal account information and settings, as well as the availability of funds.

Don't forget to consult the PayPal Help Center, and contact their customer service department if necessary.

Please also use an alternative payment method in this case if you need to order urgently.

 

Transfer transaction

Payments by bank transfer do not automatically give you access to your order: the products ordered are only available once payment has been received and validated by our teams. If payment is not received within one month, the order is automatically cancelled.

Please remember to add your order reference when making the transfer, otherwise your payment may not be processed.

Moreover, the time it takes to send and receive a transfer can vary from one bank to another, and can be as long as 2 or 3 weeks. You can contact your bank to find out about their usual times.

Finally, if you have paid by bank transfer and two weeks have already passed without your order being validated, please do not hesitate to contact our support team.

 

Frequently asked questions

What should I do if I see a debit on my account statement but the order is not available?

It is possible that, following several consecutive attempts to pay by credit card, a payment is taken into account without creating an order. In this case, please contact support via this Help Center, enclosing a copy of the debit on your account statement, as well as the last 4 digits of the credit card used.

What should I do if my PayPal account is debited but the order is not available?

It is possible that after several consecutive payment attempts by PayPal, a payment is made without creating an order. In this case, please contact our support team, enclosing a copy of the PayPal transaction details containing the transaction number and the account email address.

What should I do if I have made a bank transfer and after one month the order is automatically cancelled?

Even if the order is cancelled, we can still manually validate it. Please contact our support team with a copy of your bank transfer receipt.

 

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