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Payment Review

Updated:July 22, 2024

Sometimes there are instances when an order's payment triggers a review process, causing temporary delays in the completion of the transaction. Understanding the reasons behind these payment reviews and the steps involved can help alleviate any concerns or frustrations that may arise.

Steps to Take if Your Order is Under Manual Review

If your order is subject to a manual review, there are a few steps you can take to help expedite the process:

  • Be patient: Understand that the manual review process is in place to protect both parties from fraudulent transactions.
  • Provide additional information: If more information is required to verify your identity or the transaction details, respond promptly and provide the requested information.
  • Check your email and phone: We may attempt to contact you via email to gather more information or to notify you of the review status. Make sure to check your email inbox (including the spam folder). Likewise, your credit card provider may try to contact you.
  • Contact customer support: If the review process takes longer than expected (more than 8 hours), reach out to our customer support for an update on your order status and to provide any additional information that may help speed up the process.

 

 

Factors That Can Trigger a Manual Review

Several factors can prompt a manual review of your payment, including:

3D Secure Credit Cards

Oftentimes, the review process is triggered when a user’s credit card requires additional authentication. If this is the case, you may have already provided authentication directly on our website or via another method. If so, your order has probably automatically been reviewed and completed.

Manual Review

All other concerns require a manual review process. This review process is usually very fast and can take less than an hour, but occasionally it can take longer; please allow for up to 8-12 hours.

What triggers a manual review?

There are many factors that can trigger a manual review. Most of these factors are controlled by the company that processes credit cards on our behalf. They have a number of criteria that are considered. Here are a few of those factors:

  • Using a VPN or other IP masking service
  • Attempting to make a purchase from an unsupported location
  • The credit card has been flagged as potentially fraudulent by their network
  • The user has a disposable email address
  • These are just a few of the most common factors, but there are many others that can trigger the review process.
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Frequently Asked Questions (FAQs)

When your payment is subject to a review process, it's natural to have questions and concerns about what to expect and how to navigate the situation. In this chapter, we will address some of the most common questions customers have regarding payment reviews.

The duration of a payment review can vary depending on the complexity of the transaction and the merchant's review process. In most cases, reviews are completed within a few hours. However, some reviews may take up to 24-48 hours to be resolved. If your review is taking longer than expected, don't hesitate to reach out to the merchant's customer support team for an update.

While there is no guaranteed way to expedite a payment review, there are a few steps you can take to help the process move along more smoothly:

  • Respond promptly to any requests for additional information from the merchant
  • Double-check that your contact information is up-to-date and accurate
  • If you've recently moved or your billing address has changed, make sure it matches the information on file with your credit card issuer

Being proactive and responsive can help the merchant's review team verify your transaction more quickly.

If your order has been under review for more than 24 hours without any updates, it's a good idea to contact our customer support team. They can provide you with more information about the status of your review and advise you on any additional steps you may need to take.

When reaching out to customer support, be sure to have your order number and any relevant transaction details on hand to help them locate your order quickly.

In most cases, an order under review will not be automatically canceled. We will work to verify the transaction and, if approved, will process the order as usual. However, if the review team is unable to verify the legitimacy of the transaction or if they suspect fraudulent activity, the order may be canceled.

If your order is canceled due to a failed review, the merchant will typically notify you via email and any funds that were held will be released back to your account.

Yes, you can usually place a new order while your previous order is under review. However, keep in mind that the new order may also be subject to a review process, especially if the factors that triggered the review on your previous order are still present.

If you know the reason the review was triggered, using a VPN for example, then feel free to place a 2nd order, and notify our team that you would like the first order canceled and refunded.

Hopefully, this information helps allow you to understand the process better. But if your order status hasn’t changed in 24 hours, please reach out to us via email at [email protected] for additional information.

Have more questions?

Please checkout our help center for a full list of FAQs and other useful information.