The short answer: Trust the recorded order payment state, not just a bank alert. Use the buyer order and credit ledgers to distinguish completed payments, temporary authorizations, wallet funds, promotional credits, rewards, gift cards, and pending refunds.
Choose an enabled payment method and wait for confirmation
Checkout shows the payment methods enabled for the cart, currency, storefront, and account. Complete any provider authentication and keep the page open until EzBuyCo shows success or failure.
A bank authorization alert does not by itself prove the order was paid. Check My Orders for the order number and payment state before retrying, because an interrupted return from the provider can leave an authorization while the marketplace awaits confirmation.
Handle failed, pending, or apparently duplicate charges
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1
Check My Orders
Look for a matching order number, total, date, and recorded payment status.
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2
Check the provider record
Distinguish a pending authorization from a posted charge or completed wallet debit.
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3
Do not submit repeatedly
Retry only after confirming the earlier attempt did not create a paid order.
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4
Contact support with references
Provide the order number, amount, date, method, and provider reference—never the full card number.
Know which balance you are using
These balances are not interchangeable. Review the label and ledger entry before assuming a credit is cash-withdrawable or usable for every order.
| Balance | What to check |
|---|---|
| Wallet funds | Whether stored funds are eligible for this checkout or withdrawal workflow. |
| Buyer credits | The credit source, expiration or transfer rules, and transaction description. |
| Reward points | The configured conversion and maximum usable amount for the order. |
| Gift cards | Activation, remaining balance, recipient account, and product or region restrictions. |
Follow a refund to the correct destination
An approved refund may return to the original payment method or to the marketplace wallet according to the request, payment method, and available workflow. The order request history confirms the marketplace action; the bank or provider controls final posting time for card refunds.
For eligibility and request steps, use the cancellation, return, and refund guide. Keep the order number and refund transaction reference when asking for help.
Frequently asked questions
Why do I see a charge but no paid order?
It may be a temporary authorization or an interrupted provider return. Check My Orders and the provider status before trying again.
Are credits and wallet funds the same?
No. Promotional credits, reward points, gift cards, wallet funds, and refunds can have different use and transfer rules.
How long does a card refund take?
EzBuyCo records the refund action, but the payment provider and issuing bank control final posting time. Use the refund reference when contacting them.
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