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What should I do if a payment error occurs?

  • Updated

How we handle payment errors depends on your chosen payment method.

For Credit Card Payments

  1. If a payment error occurs, our system will send you an email with the subject line: "【Good Smile Company Online Store】Credit Card Payment Error"
  2.  Please update your credit card information via your My Account page within 7 days from the time the first notification email was sent. (Click HERE for detailed steps on how to update your card information)

  3.  Once your information is updated, the system will automatically attempt to reprocess the payment. Please wait for the re-settlement to be completed.

    Note: The automatic re-settlement is not instantaneous and may take some time depending on the situation.

  4.  As soon as the payment status changes to "Payment complete" upon successful re-settlement, your products will be shipped sequentially.

Related Article:
What to do if my credit card payment does not go through?

 

For PayPal Payments

  1.    If a payment error occurs, our system will send you an email with the subject line: "Request to Update Payment Information: PayPal Error | Good Smile Company Online Store"
  2.  Please check your PayPal account yourself within 7 days from the time the first notification email was sent to ensure it is in an "active/usable status" and resolve the cause of the error on PayPal's end.
  3.  Once the error is resolved, the system will automatically attempt to reprocess the payment in due course. Please wait for the payment retry to be completed.
  4.  If the payment error persists even after checking and resolving the issue above, please try re-registering your PayPal information via your My Account page. (Click HERE for detailed steps on how to update your PayPal information)
  5.  As soon as the payment status changes to "Payment complete" upon a successful payment retry, your products will be shipped sequentially. 

**Please note that if you update your PayPal information right before the deadline, the automatic payment retry may not be processed due to system constraints. If you do not receive a payment confirmation email after updating, please contact us promptly via the inquiry form.

 

Important Notes Regarding Payment Errors and Reprocessing

  • Our system cannot investigate the specific cause of a payment error (such as credit limits, expiration dates, or account restrictions). We kindly ask that you investigate and resolve the cause of the error on your own.
  • Shipping arrangements will begin sequentially after the payment reprocessing is completed, so it may take some time before your order is shipped.
  • If you do not update your payment information or request a change to your payment method within the deadline, your order will be cancelled. Under no circumstances can a cancellation be reversed.

 

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