What you see and what it means
| On the order | What it means | What to do |
|---|---|---|
| Checking payment | Your mobile payment has been submitted and is waiting to be matched by hand. The seller cannot see your details yet. | Wait. Do not send the money again. If you got the TrxID wrong, open a ticket. |
| Seller preparing | The payment is confirmed and the seller has your order. | Wait for the estimate the listing gave. |
| Cancelled, with a "Payment not verified" notification | The transaction could not be matched. The reason is written in the notification and in the email we send. | Read the reason. If you did pay, reply from Support with the TrxID and the number you sent from. |
| A payment method you cannot pick | Wallet Balance is greyed out when your balance is smaller than the order total. | Top up, or pick a mobile method. |
A payment that fails at the moment you click
Some errors stop the order before it is created. "The exchange rate changed while you were paying" means the Taka figure on your screen has gone stale — refresh the page and check the amount before ordering again.
A message that an item "needs a few more details" means the seller added a required field after you added the product to your cart. Open your cart, fill it in, and try again.
If your wallet balance changed between loading the page and paying, you are asked to refresh. Nothing has been taken.
Never pay twice for the same order. A duplicate payment has to be found and refunded by hand, which takes far longer than waiting.