Blocked order: what to do?

What should I do if my order is blocked?

Address problem

Simply correct the delivery address, then click on the button to let us know that the address has been changed.

Payment problem

When we place your order in production, we attempt to invoice you and debit the amount due.

If the payment fails (insufficient funds, ceiling reached, card expired) your order will be marked as blocked and you will receive an email informing you of the situation.

There is no charge in this case, but your order will not be processed until payment is possible.

In this case, you need to take the appropriate steps to resolve the problem: you can contact your bank or change your card, for example in "Payment method".

To change your card, it's very simple: simply enter your new details in the field and confirm. Wait a few seconds and it's done.

Most frequent reasons returned by the bank

insufficient_funds insufficient funds in your bank account

generic_decline / do not honnor / transaction_not_allowed: the bank returns an error without giving any further information, you need to contact the bank

try_again_later: the bank has temporarily blocked the direct debit, try again later.

stolen_card: your card has been reported stolen. orders

Retry payment

Once you have taken the necessary steps, simply click on "Retry payment" on the orders management page (in the TPOP application).

The process is automatic, so there's no need to contact us: we'll try to put your order back into production (please be patient, this may take 1-2 days on weekdays).

Content Translations:

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