Knowledge Base

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Order status can be one of the following:


'Unpaid'
'Discrepancy' (exceptional status)
'Pending' (not always shown)
'Paid'
'Completed'

'Unpaid' order processing times:
Make sure to refresh your order information page regularly to see the latest order status.
Orders are processed instantly. Maximum delay is 5 to 10 minutes.
Orders processed by our 3rd party payment processor www.verifone.com (www.2checkout.com) can take up to 30 minutes before the payment is accepted. Verifone (2Checkout) first tries to verify your order automatically, if that isn't possible, a human verification is tried.

If your order stays in 'unpaid' status after half an hour, you can re-order without a problem.

'Discrepancy' status in our own system (exceptional status):

This status indicates that the total amount to pay in our web shop, is different from the actual paid amount at our 3rd party payment partner.

It can be due to VAT or Sales Tax differences (not matching Country or State between your order details and payment details) or some other issue. Your order payment might be OK already, but there is always an intervention from an Image-Line staff member needed to solve this status.
Orders with 'discrepancy' status will be processed as soon as possible at European office times, Monday to Friday. Feel free to contact us in a tickets message or email to point us to your order with 'discrepancy' status.

 

'Pending' status only at Verifone (2Checkout)
Your orders payment tries at our payment partner Verifone (2Checkout) need extra information before they can be processed.
May we suggest you to contact our payment partner Verifone (2Checkout) directly using their hotline?

Shopper support on order and payment related issues 24/7 available:
Verifone (2Checkout): https://www.2co.com/

International: +31 88 000 0008 +31 88 000 0008 (24 hour support)
USA and Canada: (650) 963 - 5701 (650) 963 - 5701
support@2checkout.com

The Verifone (2Checkout) staff will be able to inform you why your payment was not accepted by their system yet.
A Verifone (2Checkout) staff member will inform you which additional information is needed from you.
Please also check for email messages from Verifone (2Checkout) before calling them.
It is possible the Verifone (2Checkout) staff already send you an email to specify what they expect to receive from you.

'Paid' status with any of the orders
Your order is paid OK, but is waiting for an Image-Line staff member to do a final manual verification.
Our servers sometimes put aside orders for extra manual verification.
These orders are checked and processed at least once a day.
Monday to Friday, orders are checked in the morning 10am and evening 6pm European time (Click here to check the current time in our offices).
On Saturday, Sunday or holidays orders are checked around mid-day European time.

'Completed'
Your order is processed OK and available to you online.
Please check your 'My Account' page on www.image-line.com to find your purchased products installer and registration links.