Fix issues with your order

Utilise this folio to help sympathise and ready issues with your society.

Fix shipping issues

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

Delayed orders

Why orders become delayed

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

Tip: If you paid for expedited shipping and your club arrives tardily, you lot go a refund of the shipping fees for any delayed role of the shipment. When you have multiple shipments in your society, the total shipping fee is split across the shipments. If there's a delayed shipment, you become the aircraft fee for that part of the shipment refunded.

Notice your updated commitment appointment

  1. On your estimator, go to your "Order History" page.
  2. Check your new delivery engagement.

Track your delayed society

Important: If tracking ID is available in your surface area, yous tin rails your guild.

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

Cancel your club

  1. On your computer, get to your "Order History" page.
  2. Find the order to cancel.
  3. Click Cancel order. If the "Cancel order" push button is missing, it's also late to cancel.

Canceled orders

Why orders get canceled

  • Payment issues
  • Bad aircraft address
  • Long delays
  • Stop of life or end of sale items
  • Orders shipped to unsupported countries or regions, Post Office boxes, or military addresses

Tip: If there'due south a cancellation, since the gild stays in the warehouse, you don't get charged. As well, funds put on concur render to you.

Ready a canceled lodge

If there'south a payment or address issue, right the trouble and try to order again.

Note: If you lot placed an order every bit a guest without signing into your Google business relationship and your lodge failed due to a payment result, your order will exist canceled and you'll need to make some other purchase.

For more details, check the Google Store Sales Terms.

Damaged on arrival or other issues

If your order is damaged or there's another problem:

  1. Take photos of the detail or box.
  2. On your reckoner, contact Google Support. Exist set up to share the photos.

Didn't receive package

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

  • Check the tracking page on the delivery carrier website: Make sure that the tracking folio says "Delivered." You lot can find the tracking number on the email that says your order shipped or on your "Order History" folio.
  • Cheque that the shipping address is correct: You tin notice the shipping address in the emails you receive nearly your club or on the "Order details" page. Become to your "Order details" page through your "Order History" folio.
  • Bank check the nearby expanse: Y'all can too check with neighbors.
  • Expect up to 48 hours: After the tracking website says "Delivered," you tin can wait to let for unexpected delays. To check the status, contact the delivery carrier straight.

If your club is still missing, contact Google Support.

Undeliverable or incomplete shipping accost

Undeliverable address

If your shipping address is undeliverable, your order gets canceled. And so y'all receive an email that says your info isn't valid.

Incomplete aircraft address

If your shipping accost is incomplete, you tin can:

  • Update your accost on your "Order details" page: Update at most an hour after yous place the club.
  • Change your accost with Google Support: If it'due south likewise belatedly to update your address, the agent can ask yous to cancel the gild and place a new 1. Y'all tin also contact the delivery carrier to hold the package for pickup.

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

Set payment issues

If your menu gets declined, you can update your payment info within 7 days.

Update your info through email

In your notification e-mail, click Fix payment method. If yous receive an error message, make sure you sign in from the aforementioned email business relationship.

Update your info with Google Pay

  1. On your computer, sign in to Google Pay. Be certain to use the same email business relationship.
  2. In the activity tab, find the order ID.
  3. On the social club, click Fix payment method.
  4. In the new window, change your info.

Learn more about what to practise if you lot permanently airtight your payments profile.

Check if your card is accepted

To bank check if your update is successful:

  1. Wait for one or two hours.
  2. On your computer, sign in to Google Pay.
  3. Check if the "Fix payment method" button shows up. If information technology's there, attempt to update the payment info over again.

If y'all endeavor to update again and it doesn't work:

  • Make sure the billing address matches the one on your payment carte du jour: Learn more well-nigh how to modify your dwelling house or billing address.
  • Check that your payment method info is right: Learn more near how to edit your payment method.
  • Try a new bill of fare: Try to update to a unlike carte with the "Ready payment method" push.

Of import: If the payment doesn't work, the club cancels after 7 days. In that case, identify a new society.

Why cards get declined

Your bill of fare tin can get declined for many reasons:

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

If you lot find an issue with the card details, update your card data.

If your billing address doesn't match the one at your banking concern, bank check that your Google Pay billing address matches the one on file. Acquire how to alter your billing address.

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

Manage error messages

If you lot can't consummate your purchase considering of an error message, effort these steps before you contact us.

"Your transaction can't exist completed"

If y'all're asked to provide more info after yous become this bulletin, follow the on-screen instructions. Otherwise, endeavor these actions:

  • Use a different payment method.
  • Check whether the billing address for your payment method matches the address in your Google Pay settings. If they don't friction match, update your address on Google Pay. Then attempt again.
  • If you lot utilise guest checkout, sign in to your Google Business relationship. If you don't have one, create an business relationship first.
  • If you lot pay with a credit card, contact your bank or fiscal institution nearly this transaction.

"Unable to complete transaction: expired carte du jour"

"Unable to consummate the transaction. Please use some other form of payment."

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

Pace 1: Cheque if your carte is up to engagement

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

Step 2: Cheque your payment account

  1. Bank check if at that place'southward plenty money in your account.
  2. If there's even so problems, contact your bank about your account.
  3. Attempt to order again with a different payment method.

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

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

  • Protect your business relationship against fraud
  • (Eu residents) Comply with EU law

To ready the issue:

  1. On your computer, get to Google Pay.
  2. Deed on any alerts or requests. Before you guild, brand certain to verify your identity.
  3. Brand sure your name, address, and payment info are up to date.

"Unable to process payment: depression card balance"

Bank check your account balance or contact your bank.

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

If yous get this error, and then your company or school set your account. To fix this issue, contact your Google Workspace administrator.

Tip: If you're an administrator, acquire how to gear up the billing consequence.

Find your administrator

Your administrator can be:

  • Someone in your IT department or Help desk at a visitor or school
  • The person who manages your email or website
  • The person who gave you lot your username

Ineligible or unavailable payment carte du jour

Card is unavailable & needs verification

If your bill of fare is unavailable and the message says "verify on pay.google.com," or "verify in your Google Account'south payment methods," your card is reported as stolen. Before y'all use the card again, you lot must verify it:

  1. On your computer, get to Google Pay.
  2. Sign in to your business relationship:
    • If you have multiple accounts: Sign in to the business relationship with the unavailable carte.
    • If y'all don't use Google Pay: Go to your business relationship's "Payment methods" page.
  3. Click Payment methods.
  4. Next to the card that says "Verification needed," click Verify and then Get code.
  5. Find the verification code. The code is the last 6 digits of the temporary hold called "GOOGLE" on your menu statement. The concord is less than $1.95 USD. You may get the lawmaking correct away, but sometimes information technology can take up to seven days.
  6. Return to your business relationship.
  7. Enter the verification code.

Carte is unavailable & ineligible

If your bill of fare is unavailable and you get a message that your carte du jour is ineligible, try to order with a unlike carte du jour.

If the card y'all want to use isn't listed, follow the instructions on the screen to add together a new carte.

Related resources

About your buy:

  • Render a device for a refund
  • Repairs, replacements & warranties
  • Merchandise in your former phone
  • Asking a price 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 store in person

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