Why Wasn't My Purchase Completed?

When we aren’t able to process your COMMERCE order, you'll receive an automated email letting you know. If you can’t find the email, search your inbox for emails from orders@commerce.glass and check your spam or junk mail folders.

If we couldn’t process your order, this may be because of:

  - An issue processing the payment

  - Wrong credit card information

  - Wrong address

If your order was canceled by the seller, this will be indicated in an automated email about the cancellation. We recommend that you Contact Support directly with any questions.

Why is the order still on my credit card or bank statement?

You may still see a pending authorization hold on your credit card or bank statement. This is a temporary hold, and COMMERCE hasn’t charged you for the order.

When you make a purchase, a hold is placed to ensure that sufficient funds are available for the transaction. When an order cannot be completed, the hold is typically removed from your statement within 2–5 business days.

If the hold is still on your statement after 5 business days, please contact your bank or card provider directly.

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