Help:
When your credit card payment fails
There may be some unfortunate instances where we are unable to deduct the fees you owe us from the credit card details you have supplied.
Why has my credit card payment failed?
Your credit card payment may have failed because:
- the details supplied are incorrect
- the card has expired.
- there are insufficient funds to cover the fees owing
If your card details are incorrect details or your card has expired
You will need to update your credit card details in your Trading Post Online account so that we can deduct the fees owing.
If there are insufficient funds
You’ll need to confirm your details are correct by checking your profile on Trading Post Online. You’ll also need to confirm that you have sufficient funds to pay the fees owing. Once sufficient funds are available, we will deduct the amount from your card balance.
If we can’t deduct the fees…
The first time we try
We’ll try a few times to deduct the fees from your credit card. If we’re not successful, we’ll email you to let you know we’re having difficulty, and give you the opportunity to correct the relevant details.
In the meantime, your account will be partially suspended until we receive the money. You’ll still be able to:
- complete the transaction on any existing ads (complete delivery, register items as sold)
- answer questions from buyers
- view & update details in your Ad Tools account
- You won’t be able to list any new ads and buy or bid on any items while your account is partially suspended.
If we don’t hear from you…
We’ll email again if the fees are not paid after a couple of weeks. If the money owing is still not paid after a month, your Trading Post account will be frozen and you won’t be able to log in or access your details.
We may need to forward your details on to our debt collection agency who’ll be in contact to arrange payment (sound a bit ominous doesn’t it..).
Once you’ve settled your account, your Trading Post profile can be re-activated (give us a few days for the info to flow from the debt collection agency). You’ll then need to provide updated credit card details so you can buy and sell with us again!
Common questions
- Can I contact the online support centre to re-activate my account?
No. Once your details have been forwarded to the debt collection agency, our call centre guys don’t have access to your account. Once the amount owing is paid, we’re notified and can re-activate your account. - How long will it take for my account to be active again?
Once you have paid your account, or the debt collection agency has let us know the account is settled, you’ll need to give us about a week to get your account up & running again. Remember to update your credit card details the first time you log in again.
