Paying with a card via the payment portal didn't work first time – it wasn't clear whether my payment had gone through or not. I got a message after placing the order saying my order had been processed, but a few days later I got a message saying my order had been cancelled 'due to non-registration of my payment.'
So I placed the order again, this time clicking on 'pay by wire transfer,' and entered my account details. Again, I got a message back: my order had been processed, and informing me how to pay by wire transfer. I messaged back saying I had already paid, and received a cordial response – 'no reported issues, as far as we know, regarding the payment system ... seems to work fine on our end' and that 'the accounting team would be informed of my order and choice of payment and we shall process the order upon receipt.'
I called them again a few days later, to check that the order had actually gone through this time. Marinne was helpful – she asked me to send a screenshot to confirm my bank transfer payment, which I did. She replied, thanking me for my proof of payment, and told me a new order had been made, and that my goods would arrive in early March.
The package finally arrived, about three weeks after I first placed the order – it’s lucky that I didn’t need the items urgently!
I’m happy with the help I received, but feel the payment system doesn’t work well for new customers like me, who are placing small orders online.
