Payment Troubleshooting

Payment Troubleshooting

Resolve payment failures and processing issues.

Overview

A payment problem delays fulfillment. Most have a direct fix. This guide covers insufficient balance, declined cards, and technical errors.

Understanding how ShipBee's payment system works helps you avoid issues before they occur. Your ShipBee balance is the primary payment method for order fulfillment, and keeping it funded ensures smooth operations.

Common Payment Issues

• Insufficient Balance: Balance lower than order total → Top up your balance

• Card Declined: Bank rejected the transaction → Try a different card

• PayPal Error: PayPal account issue → Check PayPal settings

• Network Error: Connection problem → Refresh and retry

• Transaction Pending: Payment processing → Wait for confirmation

Understanding Your Balance

Your ShipBee balance works like a prepaid account:

1. Add Funds: Top up your balance via card or PayPal
2. Pay for Orders: Order costs are deducted from your balance
3. Monitor Balance: Keep enough funds to cover pending orders

Balance Display: Your current balance appears on the Finances page and in the header's balance card. Click "Show balance" to reveal the exact amount.

Insufficient Balance

The most common payment issue occurs when your balance is lower than the order total.

Signs of Insufficient Balance:

• Orders stuck in "Pending Pay" status
• Payment button disabled or showing error
• Balance warning in the order payment modal

Resolution:

1. Navigate to Finances in the sidebar
2. Note your current balance amount
3. Click the Top Up button
4. Enter an amount that covers your pending orders
5. Complete the payment via card or PayPal
6. Return to your orders and retry payment

Tip: Top up in larger amounts less frequently to reduce transaction fees and ensure you always have funds available.

Card Payment Issues

When card payments fail:

Card Declined

Possible Causes:

• Insufficient funds on the card
• Card expired
• Bank security block
• Daily spending limit reached
• International transaction block

Resolution Steps:

1. Check your card has sufficient funds
2. Verify the card hasn't expired
3. Contact your bank if transactions are blocked
4. Try a different payment card
5. Consider using PayPal as an alternative

Card Not Accepted

Some card types may not be accepted:

• Prepaid cards (limited support)
• Some international cards
• Virtual cards (varies by provider)

Solution: Add a different credit or debit card from a major bank.

Adding a New Card

1. Go to Finances in the sidebar
2. Find the Payment Method section
3. Click Add Payment Method
4. Enter your card details
5. Complete verification if required
6. Retry your payment

PayPal Issues

When PayPal payments fail:

Common PayPal Problems:

• PayPal account not verified
• Insufficient PayPal balance
• Linked card or bank declined
• Currency conversion issues

Resolution:

1. Log into your PayPal account directly
2. Verify your account is in good standing
3. Check your funding sources are valid
4. Ensure you have funds or a valid backup
5. Retry the payment in ShipBee

Alternative: If PayPal continues to fail, use direct card payment instead.

Network and Technical Errors

Connection issues can interrupt payment processing:

"Failed to Fetch" or Network Error:

1. Check your internet connection
2. Refresh the page
3. Try again in a few minutes
4. Clear your browser cache
5. Try a different browser

Payment Processing Timeout:

1. Do not refresh immediately. Wait 30 seconds
2. Check your balance to see if payment processed
3. Check order status before retrying
4. Contact support if uncertain about payment status

Avoiding Double Charges:

• Never rapidly click the pay button multiple times
• If a payment times out, verify status before retrying
• Check your transaction history in Finances

Transaction Pending

Some payments take time to process:

Normal Processing Times:

• Card payments: Usually instant to a few minutes
• PayPal: Usually instant
• Bank transfers: 1-3 business days

If Payment Shows Pending:

1. Wait 5-10 minutes for processing
2. Refresh the page to check status
3. Check your bank/PayPal for the charge
4. Contact support if pending for more than 24 hours

Preventing Payment Issues

Keep Balance Funded: Maintain a balance buffer for unexpected orders.

Save Payment Methods: Store valid payment methods so top-ups are quick.

Monitor Regularly: Check your balance weekly and top up before it runs low.

Set Low Balance Alerts: Enable notifications for low balance warnings.

Business Hours Top-Ups: Handle payment issues during business hours when support is available.

Payment Security

ShipBee takes payment security seriously:

• All transactions are encrypted
• Card details are stored securely by payment processors
• We never see your full card number
• Suspicious activity triggers security checks

If You Suspect Fraud:

1. Contact ShipBee support immediately
2. Check your recent transactions
3. Review your payment method security
4. Consider changing payment methods

Getting Help

If payment issues persist:

Self-Service Options:

1. Check the Finances Overview article
2. Review Adding Balance (Top-Up) article
3. Verify your payment method details

Contact Support:

1. Go to Tickets in the sidebar
2. Create a new ticket with category "Billing/Payment"
3. Include: Your account email, Order number (if applicable), Error message received, Steps already tried
4. Support typically responds within 24 hours

Related Articles

• Finances Overview
• Adding Balance (Top-Up)
• Paying for Orders
• Support Tickets