Search the Community
Showing results for tags 'orders'.
Why is my order failing to process? Payment failures/declines are as a result of one of many factors. We are actively investigating the reason for credit card failures with Braintree (the payment processor we use), but there is nothing specific we are able to pin this on, currently. When a customer places an order with us via the Affinity Store, and they choose to pay by credit/debit card, only a small amount of information is provided to us; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Braintree either authorises or rejects the payment using this information, as well as a multitude of additional factors. Unfortunately we have no control over this. The overall processing failure rate seems to be at approximately 5%, but note that this changes throughout the year for a variety of reasons, and this number does not give an indication as to the differences between currency, location, risk-rate etc. - whilst we can't provide this information specifically, please know that this data swings wildly in many directions. The back-end procedure of customers placing orders can be rather involved, and so cannot always be successful. We only ask for a customer's name, email address and country of residence, and we specifically don't ask for their billing address; we think this may be part of the reason certain orders fail, but we cannot be 100% sure. In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve. What can I do to fix this? If this happens to you, might I suggest you try updating your web browser to the latest version, if not already? You could also try using a different web browser or another computer, if you have access. There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders. We accept PayPal, and so this can be used for payment if you have an account. A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue. What will happen to the money that has left my account? Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information. If you still have questions or concerns, please send an email to firstname.lastname@example.org
Hi I ordered both of the workbooks( Affinity Designer Workbook & Affinity Photo Workbook) few days ago and I got an Email with the order info and text that said: "We will email you once your order has been dispatched" and for few days Im waiting to this second Email but I didn't received it yet someone know how long its supposed to be untill they send you the second Email and the package? thank a lot
Hiya gang, I've put photo and designer in my cart, and am ready to check out, but the currency is in Canadian dollars, and I'm wondering if there's a setting I can change to flip it to US dollars. I ask because my bank charges a fee for transactions in different currencies. (I'm in the US.) Thanks!
Hi. I have just purchased Affinity Designer for Windows and would really like also to buy the Affinity Designer Workbook. The trouble here however is that you seem to not ship orders to Norway. How Come? You ship orders to Sweden and they lie just next to us. I sincerely hope this is a temporary problem and that I will be the happy owner of said item in the near future. Please feel free to reply with info on this topic. There might be more norwegians out here for all I (and you) know.