Having trouble paying for your order? We're sorry to hear it! Don't worry, we're here to help!
If you've received a "payment refused" or "payment abandoned" message during checkout, it's likely due to a block on your payment attempt. Our banking partner Adyen has a verification algorithm that can be pretty fussy (we’re talking straight-up diva sometimes). In an effort to protect your personal and banking information, it will sometimes block payment attempts, which often prevents order finalization.
To resolve this issue you can:
- Verify that your account balance is sufficient and that the limit has not yet been reached on your credit card.
- Next, double-check the credit card information you entered during payment. An expiration date error will not be reported but can result in a failed payment.
- If the problem continues, you can try paying with another card. You can also contact your bank directly so they can help you find a solution, especially if the "liability shift/risk transfer" feature is activated.
- Check your address. In the United States, Back Market only ships to the contiguous 48 states, which does not include Alaska, Hawaii, Mexico, or US territories. If your address is outside of these delivery parameters, this can result in a payment refusal. Learn more about Back Market delivery across the globe
- Finally, the problem may be caused by the device you are using to place your order. Make sure you are using your internet browser on a private (non-business) network. You can also try to launch a private browser (this will disable all extensions, cookies, and caches). It is also necessary to enable pop-ups. The following links will help you through the process on Safari (Mac) and Google Chrome:
Change website preferences in Safari on Mac
Block or allow pop-ups in Google Chrome
Still not working? We've got your back! Contact us using this form