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Fix bug with your order

Use this page to assist empathise and fix issues with your social club.

Fix shipping issues

If there are problems with the shipment of your club, use the tips below to help.

Delayed orders

Why orders get delayed

Payment issues
Wrong or incomplete shipping address
Harsh weather condition conditions
Inventory issues
Commitment carrier delays

Tip: If you paid for expedited aircraft and your society arrives tardily, y'all get a refund of the aircraft fees for whatever delayed part of the shipment. When y'all have multiple shipments in your gild, the total shipping fee is split across the shipments. If at that place's a delayed shipment, you become the shipping fee for that part of the shipment refunded.

Find your updated commitment date

On your computer, go to your "Order History" page.
Check your new delivery date.

Track your delayed order

Important: If tracking ID is available in your expanse, you can rails your order.

On your computer, go to either:
- Your "Order History" folio or
- The email that says your order shipped.
Check the tracking link of the delivery carrier.

Abolish your order

On your computer, go to your "Order History" page.
Detect the order to cancel.
Click Cancel order. If the "Cancel order" button is missing, it's as well late to cancel.

Canceled orders

Why orders get canceled

Payment bug
Bad shipping address
Long delays
End of life or end of sale items
Orders shipped to unsupported countries or regions, Post Office boxes, or military addresses

Tip: If there's a cancellation, since the order stays in the warehouse, you don't go charged. As well, funds put on hold render to you.

Prepare a canceled gild

If there's a payment or accost upshot, correct the problem and try to order once again.

Notation: If you lot placed an lodge as a guest without signing into your Google account and your order failed due to a payment issue, your order volition be canceled and you'll need to brand another buy.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other issues

If your guild is damaged or there's another trouble:

Take photos of the item or box.
On your computer, contact Google Support. Exist ready to share the photos.

Didn't receive bundle

If you get an email that confirms your delivery, only you don't receive the package, you tin can:

Check the tracking page on the delivery carrier website: Make sure that the tracking page says "Delivered." You can discover the tracking number on the email that says your lodge shipped or on your "Order History" page.
Check that the shipping address is right: You tin can find the shipping address in the emails you receive about your club or on the "Order details" page. Get to your "Order details" folio through your "Gild History" page.
Check the nearby area: Yous can also bank check with neighbors.
Wait up to 48 hours: Later on the tracking website says "Delivered," you can wait to allow for unexpected delays. To check the condition, contact the delivery carrier straight.

If your order is yet missing, contact Google Support.

Undeliverable or incomplete shipping address

Undeliverable address

If your shipping accost is undeliverable, your order gets canceled. Then you receive an email that says your info isn't valid.

Incomplete aircraft address

If your shipping address is incomplete, you lot can:

Update your accost on your "Gild details" page: Update at nearly an hour after you place the order.
Change your address with Google Support: If information technology'southward likewise late to update your address, the agent can ask you lot to abolish the order and identify a new one. You can too contact the delivery carrier to concord the parcel for pickup.

If these options don't work, the commitment carrier may return the parcel. To get a refund, contact Google Back up.

Ready payment issues

If your carte gets declined, yous can update your payment info within 7 days.

Update your info through e-mail

In your notification electronic mail, click Fix payment method. If y'all receive an error message, make sure y'all sign in from the same email account.

Update your info with Google Pay

On your figurer, sign in to Google Pay. Be certain to use the same electronic mail account.
In the activity tab, find the order ID.
On the order, click Fix payment method.
In the new window, alter your info.

Learn more about what to do if you permanently closed your payments profile.

Bank check if your carte du jour is accepted

To cheque if your update is successful:

Wait for one or 2 hours.
On your reckoner, sign in to Google Pay.
Bank check if the "Fix payment method" button shows upwards. If information technology'south there, effort to update the payment info once more.

If yous attempt to update over again and information technology doesn't work:

Make sure the billing address matches the one on your payment card: Learn more virtually how to alter your abode or billing accost.
Check that your payment method info is correct: Learn more nigh how to edit your payment method.
Endeavour a new bill of fare: Try to update to a different bill of fare with the "Fix payment method" button.

Important: If the payment doesn't work, the gild cancels afterwards seven days. In that case, identify a new order.

Why cards become declined

Your card tin can get declined for many reasons:

Fault with the carte du jour number: Enter your card number once more.
Expired credit carte du jour: If your card isn't expired, make sure to enter the right appointment.
Mistake with the security code: Double-check the code and enter it over again.

If yous find an issue with the card details, update your menu information.

If your billing accost doesn't match the ane at your depository financial institution, check that your Google Pay billing address matches the ane on file. Larn how to change your billing address.

If you lot nevertheless can't get your card to piece of work, contact your card provider.

Manage mistake messages

If you can't complete your purchase considering of an fault message, try these steps earlier you contact us.

"Your transaction tin can't be completed"

If y'all're asked to provide more than info after you become this message, follow the on-screen instructions. Otherwise, endeavour these deportment:

Use a unlike payment method.
Check whether the billing address for your payment method matches the address in your Google Pay settings. If they don't match, update your address on Google Pay. Then try once again.
If y'all use invitee checkout, sign in to your Google Account. If you don't have i, create an business relationship first.
If you pay with a credit card, contact your depository financial institution or fiscal establishment almost this transaction.

"Unable to complete transaction: expired carte"

"Unable to complete the transaction. Please utilize another form of payment."

Important: These steps too apply when you get the error message: "Your payment didn't go through. Delight effort a different payment method or try over again later."

Footstep 1: Check if your carte is up to appointment

If it isn't, update your payment method.
Endeavor to order again.

Step 2: Check your payment account

Check if there'due south enough money in your account.
If there's still bug, contact your depository financial institution about your account.
Try to social club again with a dissimilar payment method.

"Your payment was declined due to an issue with your business relationship"

You lot tin can become this message because there'due south a suspicious buy in your business relationship. You tin also get this message because we need more than info to:

Protect your account against fraud
(EU residents) Comply with Eu constabulary

To set the event:

On your computer, go to Google Pay.
Human activity on whatever alerts or requests. Before you order, brand certain to verify your identity.
Brand sure your name, address, and payment info are upwardly to date.

"Unable to process payment: depression card balance"

Bank check your account rest or contact your depository financial institution.

"This transaction couldn't exist completed. Contact your Google Workspace administrator to fix it"

If you lot get this error, and so your visitor or school set upward your account. To prepare this issue, contact your Google Workspace ambassador.

Tip: If you lot're an administrator, learn how to set the billing issue.

Discover your ambassador

Your administrator can be:

Someone in your It department or Help desk-bound at a visitor or school
The person who manages your electronic mail or website
The person who gave you your username

Ineligible or unavailable payment card

Card is unavailable & needs verification

If your card is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account'due south payment methods," your carte is reported equally stolen. Earlier you utilize the card again, you lot must verify it:

On your calculator, get to Google Pay.
Sign in to your account:
- If y'all have multiple accounts: Sign in to the account with the unavailable bill of fare.
- If you don't use Google Pay: Go to your account'south "Payment methods" page.
Click Payment methods.
Next to the card that says "Verification needed," click Verify Become code.
Find the verification code. The code is the last vi digits of the temporary agree called "GOOGLE" on your card argument. The hold is less than $1.95 USD. You may get the code right away, but sometimes information technology can have up to 7 days.
Render to your business relationship.
Enter the verification lawmaking.

Card is unavailable & ineligible

If your card is unavailable and y'all become a message that your card is ineligible, try to order with a different card.

If the carte du jour you lot want to utilize isn't listed, follow the instructions on the screen to add a new card.

Related resources

Virtually your purchase:

Return a device for a refund
Repairs, replacements & warranties
Trade in your old phone
Asking a toll friction match
Pay for your Google Store purchase over time (Financing)

More from Google Store:

Get Preferred Care from the Google Store
Nest Cameras and Doorbell setup and installation
Buy and manage Nest Aware
Visit the Google retail shop in person

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Source: https://support.google.com/store/answer/6160259?hl=en

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