Payment Review

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.

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.