If you 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. 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:
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Make sure that your account balance is sufficient and that the limit has not yet been reached on your credit card.
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Double-check the credit card information you entered during payment. An expiration date error will not be displayed but can result in a failed payment.
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Try paying with another card.
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Contact your bank so they can help you find a solution, especially if the "liability shift/risk transfer" feature is activated.
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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 areas, this can result in a payment refusal. Learn more about Back Market delivery across the globe
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Make sure you're 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's 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? Contact us using this form