What happens if the customer is charged and the sale failed on Chariow?

It can happen, though it's rare, that a payment fails even though the customer was charged. If this happens, just know that Chariow sets up a verification process to sort things out.

What to do if a charged payment fails

1. Contact support: The first thing to do is to get in touch with our support team right away. You'll need to provide the customer's payment proof (debit message from their operator) as well as the order ID.

2. Find the transaction ID: The transaction ID starts with SALE followed by a string of numbers and letters. You can find it right in your Chariow shop by heading to the Sales section and clicking on the transaction in question.

3. Verification with our partner: Once we've got your info, our team will contact our payment partner for a full verification. We'll keep you updated as things progress.

Please note : if the charge is confirmed, the customer will automatically get refunded so they can try their purchase again. We don't recommend sending the product manually, since the refund lets them re-do their purchase.

Need help? Contact our support via chat or at [email protected]