Fix issues with your order

Use this folio to help understand and fix issues with your lodge.

Fix shipping issues

If there are problems with the shipment of your social club, use the tips beneath to aid.

Delayed orders

Why orders get delayed

  • Payment bug
  • Incorrect or incomplete shipping address
  • Harsh weather atmospheric condition
  • Inventory issues
  • Delivery carrier delays

Tip: If you paid for expedited shipping and your club arrives belatedly, you lot get a refund of the aircraft fees for whatever delayed role of the shipment. When you have multiple shipments in your order, the full aircraft fee is dissever beyond the shipments. If at that place'south a delayed shipment, you get the shipping fee for that office of the shipment refunded.

Find your updated commitment engagement

  1. On your computer, get to your "Order History" folio.
  2. Bank check your new delivery date.

Track your delayed order

Important: If tracking ID is bachelor in your area, yous can runway your order.

  1. On your figurer, go to either:
    • Your "Social club History" page or
    • The email that says your order shipped.
  2. Check the tracking link of the delivery carrier.

Abolish your social club

  1. On your computer, go to your "Society History" page.
  2. Notice the order to cancel.
  3. Click Cancel order. If the "Abolish lodge" push button is missing, it'southward too belatedly to cancel.

Canceled orders

Why orders go canceled

  • Payment issues
  • Bad shipping address
  • Long delays
  • Cease of life or stop of sale items
  • Orders shipped to unsupported countries or regions, Post Office boxes, or armed services addresses

Tip: If there's a cancellation, since the gild stays in the warehouse, yous don't go charged. Too, funds put on hold return to you.

Ready a canceled gild

If there's a payment or accost issue, correct the problem and try to gild over again.

Notation: If you lot placed an lodge as a guest without signing into your Google account and your social club failed due to a payment issue, your order will exist canceled and you'll demand to brand some other purchase.

For more details, cheque the Google Shop Sales Terms.

Damaged on arrival or other issues

If your social club is damaged or there's another problem:

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

Didn't receive package

If you get an email that confirms your commitment, but you don't receive the bundle, you can:

  • Cheque the tracking page on the delivery carrier website: Make sure that the tracking page says "Delivered." You can find the tracking number on the email that says your guild shipped or on your "Lodge History" page.
  • Check that the shipping address is correct: You can find the shipping accost in the emails you receive near your order or on the "Social club details" page. Go to your "Gild details" page through your "Order History" page.
  • Cheque the nearby area: You can also check with neighbors.
  • Wait up to 48 hours: After the tracking website says "Delivered," you tin can wait to allow for unexpected delays. To check the status, contact the delivery carrier directly.

If your order is still missing, contact Google Support.

Undeliverable or incomplete shipping accost

Undeliverable accost

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

Incomplete aircraft accost

If your shipping address is incomplete, you can:

  • Update your accost on your "Order details" folio: Update at most an hr afterwards yous identify the order.
  • Change your address with Google Back up: If information technology's as well late to update your address, the amanuensis tin can ask you to cancel the order and place a new i. You lot can besides contact the delivery carrier to hold the packet for pickup.

If these options don't work, the delivery carrier may return the package. To become a refund, contact Google Support.

Fix payment issues

If your card gets declined, y'all can update your payment info within 7 days.

Update your info through electronic mail

In your notification email, click Fix payment method. If you lot receive an fault message, make sure you sign in from the same email business relationship.

Update your info with Google Pay

  1. On your estimator, sign in to Google Pay. Exist sure to use the same email account.
  2. In the activeness tab, find the lodge ID.
  3. On the club, click Fix payment method.
  4. In the new window, change your info.

Larn more about what to practise if you permanently closed your payments profile.

Check if your carte du jour is accepted

To check if your update is successful:

  1. Wait for i or 2 hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Fix payment method" push shows up. If it's at that place, effort to update the payment info again.

If you try to update once more and it doesn't piece of work:

  • Make sure the billing address matches the one on your payment carte: Learn more than about how to change your abode or billing address.
  • Check that your payment method info is correct: Acquire more than well-nigh how to edit your payment method.
  • Endeavor a new card: Try to update to a different bill of fare with the "Fix payment method" push.

Important: If the payment doesn't piece of work, the order cancels after vii days. In that case, place a new social club.

Why cards get declined

Your card can go declined for many reasons:

  • Mistake with the card number: Enter your card number again.
  • Expired credit card: If your card isn't expired, brand certain to enter the right engagement.
  • Mistake with the security code: Double-check the code and enter it once again.

If you notice an upshot with the card details, update your card data.

If your billing address doesn't match the one at your banking company, check that your Google Pay billing accost matches the one on file. Learn how to change your billing address.

If you notwithstanding tin can't get your card to work, contact your carte du jour provider.

Manage error letters

If you tin can't consummate your buy because of an error bulletin, try these steps before y'all contact u.s.a..

"Your transaction can't be completed"

If you're asked to provide more info afterwards you get this message, follow the on-screen instructions. Otherwise, endeavour these actions:

  • Use a different payment method.
  • Bank check whether the billing accost for your payment method matches the address in your Google Pay settings. If they don't match, update your address on Google Pay. And then try again.
  • If you use invitee checkout, sign in to your Google Account. If you lot don't have one, create an business relationship first.
  • If you lot pay with a credit carte du jour, contact your bank or financial establishment most this transaction.

"Unable to complete transaction: expired card"

"Unable to complete the transaction. Delight utilize some other class of payment."

Important: These steps also apply when you get the error message: "Your payment didn't go through. Please try a different payment method or try again afterwards."

Step ane: Cheque if your card is up to date

  1. If information technology isn't, update your payment method.
  2. Try to gild over again.

Step 2: Check your payment account

  1. Check if in that location'south enough coin in your account.
  2. If there'southward withal problems, contact your bank most your account.
  3. Try to order once again with a different payment method.

"Your payment was declined due to an upshot with your account"

Yous can become this bulletin because there's a suspicious purchase in your account. You lot can also go this message considering we need more info to:

  • Protect your account against fraud
  • (European union residents) Comply with EU law

To fix the effect:

  1. On your computer, get to Google Pay.
  2. Act on any alerts or requests. Before you lot lodge, make sure to verify your identity.
  3. Brand sure your name, address, and payment info are upwardly to date.

"Unable to procedure payment: depression card residue"

Bank check your account balance or contact your bank.

"This transaction couldn't be completed. Contact your Google Workspace administrator to set up information technology"

If you get this mistake, then your company or school ready your account. To gear up this consequence, contact your Google Workspace administrator.

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

Find your ambassador

Your ambassador can be:

  • Someone in your IT department or Assistance desk at a company or school
  • The person who manages your electronic mail or website
  • The person who gave you lot your username

Ineligible or unavailable payment menu

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's payment methods," your carte du jour is reported as stolen. Before you apply the card again, you must verify it:

  1. On your computer, get to Google Pay.
  2. Sign in to your account:
    • If you accept multiple accounts: Sign in to the account with the unavailable card.
    • If you don't use Google Pay: Become to your business relationship's "Payment methods" folio.
  3. Click Payment methods.
  4. Side by side to the carte du jour that says "Verification needed," click Verify and then Get code.
  5. Notice the verification code. The code is the last 6 digits of the temporary agree chosen "GOOGLE" on your card argument. The hold is less than $1.95 USD. You may become the code correct away, just sometimes it can take up to seven days.
  6. Return to your account.
  7. Enter the verification code.

Card is unavailable & ineligible

If your card is unavailable and you get a bulletin that your card is ineligible, try to order with a different carte.

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

Related resources

About your purchase:

  • Return a device for a refund
  • Repairs, replacements & warranties
  • Merchandise in your old phone
  • Request a toll lucifer
  • Pay for your Google Store purchase over fourth dimension (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 store in person

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