Description:
Occasionally, when ordering from any website, you are redirected to a payment provider, in our case, Viva Wallet, for your order payment. In addition, on rare occasions, a data glitch may occur at the point when you are charged and redirected back to the website to confirm the payment transaction of your order from Viva Wallet.
Your bank has provided payment, but our systems have not fully processed your order as we would not have had confirmation from Viva Wallet of payment confirmation.
Firstly, we would like to apologise if this has happen to you. With data traffic on the internet whilst using mobile data or a home network, things do slow down every so often, which can cause a timeout.
Do not worry; We are here to help!
Suppose you have experienced this behaviour with your order; the system will create an abandoned cart on our system, and we will be able to view the abandoned cart and the content within it, so we should be able to pick up your order.
In addition, we have a dedicated accounts team that can log in to the Viva Wallets payment system anytime and confirm that your order payment has been successful in real-time.
Solution:
What do you need to do?Contact us via chat or phone (please call 01908 803166), and our team will be able to confirm payment and your order and they will be able to process your order.
What information will we ask from you?
1. Name on the order
2. Address the order will be delivered too
3. Name of the card payer who has made payment
4. The time of the order so we can match this with our systems
5. Bank name on the card
6. The last four digits of the long card number
Our staff will not ask for any more payment details as this should be sufficient for us to trace your order and payment and complete the order processing.