How to Process Suspended Orders in Ave Tech
If you are experiencing issues with suspended orders in Ave Tech, there are a few steps you can take to resolve them. In this article, we will cover how to handle failed charges and address issues.
Handling Failed Charges
One common reason for suspended orders is a failed charge. This can happen for a variety of reasons, such as an expired credit card or insufficient funds. To process a suspended order due to a failed charge, follow these steps:
Step 1: Login to Ave Tech
Here's a link in case you forget where to go: app.theavenueshops.com
Step 2: Navigate to your Orders dashboard on the left menu
Step 3: Click on your Suspended folder
Step 4: Click on the Ave Order # to view each order and see why the order failed to process.
Then take steps to either manually process by placing the order or wait for Ave Tech to re-attempt the order in 24 hrs automatically.
Order processing errors can be frustrating, especially when they are caused by a failed payment. However, there are steps you can take to resolve the issue and successfully complete your order. See more below.
Switching Payment Methods
If the suspended reason indicates that there are insufficient funds or an expired credit card, you may need to switch to a different payment method. This could include using a different credit card, a debit card, or a different payment service such as PayPal debit, etc.
To switch your payment method, simply follow the steps in this article here. This will allow you to select a different payment option and continue with your order.
Adding Funds
In some cases, the suspended reason may indicate that you need to add funds to your account in order to complete the order. This could happen if you are using a prepaid card or if you have a credit limit on your credit card.
Exceeded Attempts
Another suspended order reason you may see is that there have been too many declines on your payment method in a 24 hour period.
Our credit card processor will place a block on your payment method to prevent any further attempts at making a purchase. This is a security measure to protect you from potential fraud or unauthorized charges.
Unfortunately, this means that we will have to wait for the block to clear up before we can try processing your payment again. This can take anywhere from a few hours to a full day, depending on your bank or credit card company's policies.
We understand that this can be frustrating, especially if you are trying to push through a time-sensitive order. However, please know that the credit card processor put this in place for your own protection and we appreciate your patience and understanding.
Place Order
As you saw in the screenshot above, there is a blue "Place Order" button ready for you once you fix your payment method! This will process the order manually and send it over to our shipping team.
If you'd prefer to wait, instead of manually processing the orders, we'll automatically re-try the payment method to process the order after 24 hours in suspended. It's important to have your payment method in order by then or the orders are at risk of cancelling if the payment fails again.
Note: If the payment fails again and the order cancels, the inventory will restock. However, if the inventory is still in stock, you can chat with our support team and send them the order number. Ask them to "un-cancel" or "reinstate" the order for you! They can get that back into pending to reattempt the payment for you.
Address Issues
Another common reason for suspended orders is an issue with the shipping address. This can happen if the address is incorrect or incomplete, or if there are restrictions on shipping to that location. To address these issues, follow these steps:
Step 1: Navigate to your Orders dashboard
Step 2: Click on the Suspended folder
Step 3: Click on the Ave Order # to view each order and see why the order failed to process.
For an address issue, Ave Tech will display the reason such as "Address line 1 missing" or inform you that the address is an international address that we cannot ship to since we only ship within the United States and its territories. Here is more information on International Shipping.
Note: We do not ship internationally. Any international orders will suspend and you have to update the address to a US address. We recommend putting the international address in the order timeline notes/comments so you don't lose the customers address.
In order for us to process a suspended order with this reason, the address needs to be fixed within your Shopify.
If you click on the Shop Order # Number when viewing the order in Ave Tech, it will take you right to the order in your Shopify!
Step 4: Edit the shipping adjust
Click on the little pencil icon to open up the address and edit
Step 5: Save
Once the address issue has been resolved, Ave Tech will update with the information you added in Shopify. Give it a few minutes and then refresh! You can either process the order manually by clicking Place Order in Blue or Ave Tech will reattempt the order in 24 hours.
Conclusion
By following these steps, you should be able to successfully process suspended orders in Ave Tech. If you continue to experience issues, please reach out to our customer support team for further assistance by either using chat or emailing hello@theavenueshops.com.
Not sure where to head next? Check out Auto Fund to help with payment issues!