You may encounter difficulties when attempting to pay for an order on the PrestaShop Marketplace. Here are several scenarios and their solutions.
Transaction by credit card or debit card.
In the event of an input error or an expired card, an error message will be displayed to indicate what the problem is. Please verify your card information, make the necessary corrections, and attempt to validate your payment again.
If the problem occurs after the validation of your payment, please check the availability of funds in your account and the settings of your card (such as the monthly payment limit or the activation of online payments).
The issue may also arise from a failure of authentication with your bank, following the 3D Secure protocol (authentication is generally to be performed via your smartphone). If the 3DS screen appears, but the authentication is not validated, you will need to contact your bank. On the other hand, if the 3DS screen does not appear, or for any other issue, please contact our support team via this Help Center.
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💡 If your payment has failed and you need to place an order quickly, we suggest trying another payment method if you have the option. |
PayPal Transaction
In the event of a failed PayPal transaction, please verify the information and settings of your PayPal account as well as the availability of funds.
Also consider consulting the PayPal help center and contacting their customer service if necessary.
In this case, we also recommend using an alternative payment method if you wish to place an order quickly.
Transaction by bank transfer.
Payments by bank transfer do not automatically validate your order: the ordered products are only available once the payment has been received and validated by our teams. If the payment is not received within one month, the order is then automatically canceled.
Please remember to include your order reference when making the transfer; otherwise, it is possible that your payment may not be taken into account.
Furthermore, the time for sending and receiving a bank transfer may vary from one bank to another and can take up to 2 or 3 weeks. You may contact your bank to inquire about their usual processing times.
Finally, if you have paid by bank transfer and two weeks have already passed without order validation, do not hesitate to contact our support team.
Frequently Asked Questions
What should I do if I see a debit on my bank statement but the order is not available?
It is possible that following several consecutive attempts to make a payment by credit card, a payment may be processed without creating an order. In this case, please contact support via this Help Center, attaching a copy of the debit from your account statement, as well as the last 4 digits of the credit card used.
What should I do if I see a debit on my PayPal account but the order is not available?
It is possible that following several consecutive attempts to make a payment via PayPal, a payment may go through without creating an order.
In this case, please contact our support, attaching a copy of the PayPal transaction details containing the transaction number and the email address of the account.
What should I do if I made a bank transfer and after a month the order is automatically canceled?
Even if the order is canceled, we can manually proceed with the validation. Therefore, we invite you to contact our support, attaching a copy of the transfer receipt.