Before you start #
Availability and permissions
- A shopper can read this guide; merchant investigation requires store access.
Have these ready
- Keep the order reference and visible error. Never send card details to support.
What to do #
- Read whether the checkout is a simulation, provider sandbox or live. Use only the payment method appropriate to that environment.
- Review the cart’s product options, quantities, availability and valid discount. Shipping and tax remain pending until the address and delivery option are calculated.
- Use a supported contiguous U.S. street address. Correct missing address fields, unsupported parcels or tax/shipping errors before retrying payment.
- If a provider page times out or the return page is pending, check the original order/payment state. Do not switch provider or start a second payable attempt while the first is unresolved.
- The merchant should open the original order and review its timeline and connection readiness. Payment is confirmed from verified processor state, not the browser return.
- Contact support if the result remains uncertain. Keep the original reference and avoid repeated submissions.
What to know #
A local simulated paid order does not move money. A provider-sandbox order tests the provider without a real charge. Neither proves production readiness.
What success looks like #
You have a definitive original payment state or a clear recovery path without duplicate payment attempts.
If something goes wrong #
- Wrong account or revoked connection? The owner must resolve the original connection generation and order; reconnecting does not transfer an old payment.
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