Order cancelations are rare, but can happen due to a few different issues. If you see that your order has "failed" or is "canceled," please reach out to our Customer Support Team right away for the reason for cancelation and to see if you need to resubmit your order.
Reasons for cancelation
When payment information is entered incorrectly or is declined, the order will fail to place after it has been submitted. The order status will show as "failed" and will list our payment processor's reason for failure.
In these cases, resubmitting the order using a different card or waiting some time to resubmit with the correct card information can fix this issue. See here for how to resubmit an order.
Please note that in some cases of payment failure, your bank or card issuer may still process the authorization for the order when it is first placed. As soon as the order fails, any authorization that may have been placed on the card is released by Anycart, but your bank or card issuer will still need to process that release before the funds are available again.*
Low or no delivery availability
Occasionally an order will fail to place when a store is unable to schedule and fulfill the order due to a lack of open delivery slots. In cases where this happens, the system will continue trying to place the order in case a slot opens up, so your card is authorized. If we are unable to secure a delivery time and the order is canceled, the order status will list as "failed" and the authorization on your card is released.*
If you submitted the order with the "select next available time slot" option checked, Anycart will continue trying to schedule the order for another available delivery time for 1 hour before canceling if a different delivery time is not secured.
If the above option is not checked, our system will try for 1 hour after the order is placed to secure your requested delivery time (as it is possible new slots will open up), before auto-canceling the order if no new slots open.
We enable the 1-hour cut-off for both scenarios so that every attempt to schedule the delivery is made, but also so that no order sits for hours in limbo if there is an issue with delivery scheduling.
In the event your order is canceled due to low or no availability, you can easily resubmit your order.
*As soon as an order is canceled, the authorization on the card is released by Anycart. Depending on the bank or card issuer, it can take anywhere from 48 hours to 10 business days to release an authorization on a card. Most often, authorizations are removed from your card account within 48 hours or less, but the processing time ultimately depends on the financial institution and payment method.
If neither of the above situations apply and you see that your order has been canceled after it has been successfully submitted and scheduled for delivery, please reach out to Customer Support right away so our team can look into the issue.
Still have questions or need assistance? Submit a request or reach out to a member of our Customer Support Team for help.