Q. I have attempted to process a payment online using a Visa or similar credit/ debit card, but I have not received a Confirmation of Purchase email, even though an order number is appearing under my account. Is my order confirmed or not?

Q. I have attempted to process a payment online using a Visa or similar credit/ debit card, but I have not received a Confirmation of Purchase email, even though an order number is appearing under my account. Is my order confirmed or not?

If you have not received a Confirmation of Purchase with your initial online payment, a payment error has occurred during your transaction. Therefore, payment has not been processed by our system, your payment card has not been charged and the order reflecting under your account has not been finalised or confirmed. This payment processing error may have occurred due to one or more of the following reasons:

  1. The payment window/browser closed before payment can be successfully processed
  2. The answer from the payment provider has taken too long and the session is lost
  3. The payment failed or was rejected by the payment provider
  4. The bank declined to authorise payment for various reasons such as the value of the transaction

Please note that since payment should not have been processed and the order is not valid, you will be required to re-submit the order. Should the problem persist, you will need to contact your bank or payment card company directly for further assistance.