This article explains why an order might fail and provides solutions to common issues related to delivery, payment, and address details.
Delivery Issues
If you encounter an error message stating that delivery for your chosen product combination isn't possible to the selected destination, it means that the products you're trying to order cannot be produced at the selected location due to production constraints.
To resolve this:
Double-check your selected products and shipping destination.
Consider modifying your product combination or choosing a different delivery location.
For detailed information on product and location compatibility, refer to our Troubleshooting Guide.
Payment Issues
An error message indicating insufficient funds or a payment failure means your order couldn't be processed due to payment problems.
Here are some common reasons for payment issues and their solutions:
Insufficient Balance: Ensure you have sufficient funds in your account to cover the order amount.
Card Limit Reached: Verify that your credit card's spending limit hasn't been reached.
Failed 3D Verification: Successfully complete the 3D Secure authentication process.
Incorrect Billing Address: Make sure the billing address you entered matches your card details exactly.
International Transactions Not Supported: Confirm with your bank if international transactions are permitted on your card.
Security Blocks: If your card was blocked due to suspected fraudulent activity, contact your payment provider to resolve the issue.
Unsupported Payment Method: We accept major credit cards (VISA, MasterCard, JCB) and PayPal. For detailed information, visit our Payment Information Page.
Address Issues
Address-related delivery issues can arise due to several factors, including missing or insufficient address details and improper formatting of personal information. For example, missing apartment numbers or incomplete street names can prevent successful deliveries. Always ensure the address details are complete and within character limits to avoid problems.
Below are common address-related problems and their solutions, organized by cause and practical steps.
"Address Line 1: Value is too long. Maximum length is '35'." This means your address exceeds the character limit for Address Line 1.
Divide your address between Address Line 1 and Address Line 2.
Shorten longer words using abbreviations (e.g., "Bldg" for "Building" or "Apt" for "Apartment").
"Address Line 1: Please use less than 10 Latin characters." This means your address contains more characters than permitted.
Reduce the length of your address and avoid using special characters.
How to Find and Manage Failed Orders
All failed orders are grouped under the Failed tab, which is easily accessible from both your Dashboard and the Orders List page. This central location helps you quickly review which orders need attention.
Using the Quick Fix button
When an order is eligible to be resubmitted, a Quick Fix button will automatically appear next to it. This allows you to resolve the problem and resubmit the order directly from the same screen, no needing to navigate elsewhere.
Depending on the issue, Quick Fix may:
Allow you to retry the order instantly.
Prompt you to top up your wallet if the failure was due to insufficient funds, all without leaving the page.
This makes the process fast and efficient, minimizing delays and helping you stay on top of order issues without switching views or tools.
Note: The Quick Fix button only appears when an order is eligible for resubmission, ensuring the interface stays clean and relevant to your needs.