Hi there! If you’re here, it’s likely that you’ve made a payment to us here at DroiX in an attempt to purchase something, but the payment has failed. You may also notice that even though your payment has failed, your card will indicate that you have been charged.
This article will help explain why this may have happened, and what you can do to fix it.
Give me my money back!
As much as we’d like to, unfortunately we’re not able to instantly get your money back to you. Your payments are handled by a third-party payment processor, and the charge that has appeared on your card/account is a “pending transaction”.
Essentially, the payment processor has said to your bank:
“I would like to take this amount of money from the account. Here are the details I have (been given), are they correct?”
The Payment Processor
If anything goes wrong during this process, the whole transaction is aborted, and the payment processor will automatically cancel the transaction (i.e., refund your money) within 1-7 working days. This is fully automated and we cannot speed this up.
Still curious? Read on for a bit more info.
“A Payment Processor”?
That’s right! When you buy anything from us here at DroiX, the money does not go directly to us (initially).
Protecting financial information is a serious business. Something that companies out there invest millions into on the yearly. We at DroiX are specialists in technology, but we’re no cutting-edge cybersecurity experts. That’s why we only opt for the most secure, trusted third-party payment processors to process the transfer of any funds. So you can rest assured your transactions will be safe and hassle-free.
These payment processors automatically conduct a variety of important security checks. Verifying your identity based on routine information provided by your web browser and your bank card. Ensuring that, at the end of the day, the money is transferred from you to us (or vice versa, if you’re seeking a refund!)
At the time of writing, the primary payment processor we use is Stripe.
So why has my order failed?
There are two ways in which an order can fail.
Incorrect Details
The first way in which a payment can fail is wherein the payment processor is unable to withdraw funds in the first place.
This will happen when you provide incorrect details. You may have input the date in the wrong format, or you may have misspelt your name.
Please ensure that the account details you provide are exactly as they appear on your card.
Security Risk
A key part of payment processors is that they perform all the security-related tasks for us. Protecting both the buyer and sellers from tedious (and highly necessary) busywork of ensuring that transactions are safe and secure.
If your order has been flagged by the payment processor, your order has not “failed” in the literal sense. it has instead been placed on hold temporarily. A member of our team will contact you within 24-48 hours to ask a few questions based on what the payment processor has marked as suspicious, and we will decide on how to proceed from there.
If we decide not to go ahead with the order, your money will be refunded to the card automatically.
Fraud is unfortunately a daily part of our lives as an online retailer. So in order to protect ourselves and the general public from fraud, these security steps are necessary.
My Payment Keeps Failing!
If your payment keeps failing, there are four courses of action you can take.
Use a different card
It could be that the specific card you’re using to purchase with is overdrawn, doesn’t have enough money on it, is expired, etc.
Try a different credit or debit card and see if that resolves the issue.
Use A Different Processor
DroiX also supports purchases via PayPal and Klarna. Either of which should help bypass any unforeseen issues you are experiencing with your purchase.
Try Our Alternative Site
If you can’t make the purchase on droix.net, try making the purchase on its sister site, droix.net.
Both sites are under active development, and perhaps you’ve encountered some strange kind of bug. In which case, you can try using our alternative site.
If this does fix your issue, drop us a line at [email protected] along with any error codes/etc. you might’ve seen, and we can forward it to our website development team!
Find us on Amazon!
DroiX also operates on Amazon in a limited capacity. You can find the official DroiX Amazon Store here.
Through this store you can purchase some of our many products on offer through the comfort of everybody’s favourite international megacorporation.
Please note that products on Amazon will be more expensive than if they were purchased directly from us. This is due to the fees that Amazon impose for using their platform. We are not able to perform any kind of “price match” on or against the Amazon platform.
Hopefully this has shed a broad light on the situation. If you have any further questions, please reach out to us at [email protected], and we’ll be happy to answer.
