Payment or invoice

I have paid, but my order is not visible.

Table of contents

  1. What you should check now
  2. Important note on holds and debits
  3. When you should contact our customer service
  4. Required details for a request

1. What you should check now

  • First check your spam and promotions folders. The order confirmation may have ended up there.
  • Check whether the email address used when placing the order was entered correctly.
  • Check your account or credit card to see whether the amount was actually debited or merely put on hold.
  • Wait about 15 minutes. In some cases, the payment and shop systems take a few minutes to fully process the order.

2. Important note on holds and debits

  • A hold or authorization for an amount does not automatically mean that a successful payment has taken place.
  • If a payment was not completed, such a hold can be automatically released again after a few business days, depending on the bank.
  • If the amount was actually debited but no order was created, the matter must be reviewed by our customer service.

3. When you should contact our customer service

  • The amount was debited and you have not received an order confirmation even after an hour.
  • You see a double charge for the same purchase.
  • An expected refund from a failed transaction has still not arrived even after an extended processing time.

4. Required details for a request

  • Email address used for the purchase
  • Payment date
  • Transaction amount
  • Payment method used
  • Transaction ID or payment confirmation, if available
That solved my problem.