You may experience difficulties in paying for an order on the PrestaShop Marketplace. Here are several scenarios and their solutions.
Transaction by credit card or debit card
In case of an input error or an expired card, an error message will be displayed to indicate the problem. Check your card information, correct as necessary and try to validate your payment again.
If the problem occurs after your payment has been validated, then check the availability of funds in your account and the settings of your card (such as the monthly payment limit or the activation of payment on the Internet).
The problem may also come from an authentication failure with your bank, following the 3D Secure protocol (authentication usually to be done via your smartphone). If the 3DS screen is displayed, 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 problem, 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 with another payment method if you have the option. |
PayPal transaction
In case of a failed PayPal transaction, check the information and settings of your PayPal account as well as the availability of funds.
Also remember to check the PayPal Help Center, and contact their customer service if needed.
In this case, we also recommend using another payment method if you want to place an order quickly.
Transaction by bank transfer
Payments by bank transfer do not automatically validate your order: the products ordered are only available once the payment has been received and validated by our teams. If payment is not received within a month, the order is then automatically cancelled.
Don't forget to add your order reference when making the transfer, otherwise your payment may not be taken into account.
In addition, the time it takes to send and receive a transfer can vary from one bank to another, and can take up to 2 or 3 weeks. You can contact your bank to find out their usual deadlines.
Finally, if you have paid by bank transfer and two weeks have already passed without validation of the order, 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 after 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, attaching a copy of the debit on your account statement, as well as the last 4 digits of the bank card used.
What should I do if I see a debit on my PayPal account but the order is not available?
It may be that after several consecutive attempts to pay by PayPal, a payment goes 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 have made a bank transfer and after a month the order is automatically canceled?
Even if the order is canceled, we can manually proceed with validation. Therefore, we invite you to contact our support by attaching a copy of the bank transfer receipt.
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