Why did my payment fail?
If your payment for an order has failed, please check it is not due to the following situations:
Card security code failed
Please note that an incorrect card security code could cause payment failure. Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.
If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit.
Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.
Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.
The 3-D security code failed
Please make sure that:
1. Your credit card should be authorized by your credit card issuer to make an online payment by activating 3-D Security Code.
2. Your credit card has activated 3-D security code. If you have not activated 3-D Security Code, please contact your card issuer with this issue.
The 3-D Security Code for Visa is called Verified by Visa (VBV) and for Master Card is called MasterCard Secure Code.
If your order has been closed for security reason, your payment will not be deducted by AliExpress. However, some banks would hold this payment in this situation. Usually the bank will reserve the payment for up to 7 business days before releasing back to the card holder. If you have any concern about your payment, please be advised to check with your credit card company for details.
In the future, to avoid order cancellation, please follow the below steps to submit a claim:
1. Login Transactions and locate the order that has been closed for security reason
2. Click "View Details" and click "Want to Claim"
3. Submit the below necessary documents and it will be followed up by our Order Verification Team accordingly:
•A copy of your personal ID or passport if you used a personal credit card for the transaction; a copy of your business registration if you used a company credit card
•A copy of both sides of the credit card use
•A copy of the bank statement for the credit card used
In order to keep your credit card information confidential, you can cover some of your credit card numbers. However, please keep the last four numbers and your name clear enough.
Once your credit card information is verified, you can replace your order.
Under very specific condition, if the payment has been deducted, the refund will be made to your original account within 7-10 business days.
We totally understand your hesitation to provide the required information out of privacy concern. However, with the user significant growth, we will have to take stringent measures to protect the authenticity and safety of our services. These security measures sometimes check some good users. Please do not take it personally.
As the network model, we are unable to communicate with each of our customers face to face. As a result, it is needed that our customers provide the necessary information online, so to proceed this verification.
We believe that you can understand that this check is to ensure that our website is a safe trading market place both for you and your business partners. Rest assured that this security check is strictly confidential, thus your information has not been seen and will not be seen by any third party. However, if you still have any concern, you can hide some information such as the middle digits of your card number.
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