Skip to content
  • There are no suggestions because the search field is empty.

Troubleshooting Premature Charges, Cancellations, and Refunds

This article explains the common order-processing and payment issues customers may encounter on the website and the steps to resolve them.

Summary

  • Customers may experience premature charges, order cancellations due to inventory, and orders placed into a "refund required" or "payment not capture" status. This article explains what happens in those cases and how to proceed.

Common issues

  • Premature payment capture instead of temporary authorization
    • Some orders were processed with an immediate capture of funds rather than a temporary authorization that is captured later (for example, at shipment).
  • Order cancellation due to inventory after payment capture
    • If an order is canceled because inventory is unavailable after funds were captured, the order status can move to a state indicating a refund is required (described as "payment not capture" in some cases).
  • Refund processing required after cancellation
    • Orders corrected to a refund-required status will enter the refund process.

What to expect when a refund is required

  1. The order status will be updated to reflect that a refund is required.
  2. The refund processing time is 7–10 business days from the time the refund is initiated.

How issues are handled internally

  • Problem orders can be escalated to management for expedited resolution.
  • Support staff may correct order status to indicate a refund is required and initiate the refund process.

What you can do if you are affected

  1. Check your order status in your account to see if it shows a refund-required or related status.
  2. Allow 7–10 business days for refund processing once the refund has been initiated.
  3. Contact support for assistance or faster updates:
    • Use the instant live chat on the website (chat icon at the bottom right of the home page).
    • Reply to order-related emails you have received.

Troubleshooting tips for faster resolution

  • Provide your order number when contacting support to help staff locate your order quickly.
  • Use the website's live chat for real-time assistance and status updates.
  • If you have already been informed that your order is in a refund-required state, monitor your payment account for the refund within the 7–10 business day window.

Conclusion

  • The primary payment/order issues are premature charge captures and subsequent cancellations due to inventory, which lead to refunds being required. Refunds are processed after support updates the order and typically take 7–10 business days. For the fastest help, contact support via the website live chat or by replying to order emails.