What If a Buyer’s Card Declines After Winning an Auction?

When a buyer wins an auction on Encore, their payment method is automatically charged for:

• The final bid amount

• Shipping cost

• A 2.9% + $0.30 payment processing fee
  
  

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What Happens If the Payment Fails?

If the buyer’s card is declined, expired, or invalid:

• The buyer has 48 hours to update their payment method

• The order status will show as “Awaiting Payment”

• You will not be able to generate a shipping label until payment goes through

🗣️ Best Practice: We recommend messaging the buyer directly with a quick reminder — something like:
"Hey, just in case you missed it — looks like the payment failed. Please update your payment method when you can!"

This friendly nudge can go a long way, especially if they missed the system notification.

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If the Buyer Fixes It:

• Once the payment is updated and successfully processed, you’ll receive a push notification

• At that point, the order status will update and you can generate your shipping label and fulfill the order as normal

⚠️ Note: There is no way to extend the 48-hour window. After that period, the order is automatically canceled.

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If the Buyer Does Not Fix It:

If the buyer doesn’t resolve the payment issue within 48 hours:

• The order will be canceled

• It will remain in your Sold tab, but marked as “Canceled”

• The buyer may receive a strike on their account

• Repeat issues can lead to account suspension or permanent removal

🚩 If you notice a buyer with multiple failed payments, please email [e-mail] with the buyer’s username and a list of the failed listings. We’ll investigate and take appropriate action.

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If you have questions or need help navigating a failed payment situation, reach out anytime to [e-mail] — we’ve got your back.