Review a failed or incomplete order
Confirm whether payment was taken, identify where the order stopped, review the connected service or add-on and resolve the issue without creating an unnecessary duplicate purchase.
A failed Marketplace order can involve the payment, Marketplace order creation, supplier submission or add-on activation. Review each stage separately before retrying.
Understand where the order may have failed
No confirmed payment
The payment flow did not return a completed result.
Funds recorded
Payment completed, but another order stage may still have failed.
Not necessarily failed
The order may still be waiting for supplier or system processing.
Action required
Review the payment, order and service details before deciding what to do next.
A supplier service can fail after payment succeeds. Equally, a payment can fail before any service order is created.
Before reviewing the failed order
- Do not purchase the same service again immediately.
- Record the order reference.
- Record the payment reference where available.
- Note the purchase date and time.
- Review the amount.
- Check the tenant, property or account connection.
- Review your payment activity.
- Check whether an add-on or result already appeared.
- Capture the displayed failure message.
An interrupted or failed-looking page does not prove that payment was declined.
Find the failed or incomplete order
Open Marketplace
Select Marketplace from the main Estavo navigation.
Open Orders
Display the Marketplace purchase history.
Filter by failed or incomplete
Use the order or payment status filters.
Search known details
Use the order reference, date, service, tenant or property.
Review the complete order summary
Marketplace service order
Example failed-order summary
- Confirm the order reference.
- Review the service purchased.
- Check the amount.
- Review the payment status.
- Check the service status.
- Review the connected record.
- Read all activity or failure messages.
Confirm whether payment was taken
Check Estavo payment status
Review whether the order is marked paid, pending, declined or reversed.
Check your payment activity
Review whether the amount appears as completed, pending or reversed.
Match the reference
Compare the payment date, amount and reference with the Marketplace record.
Allow pending activity time
A pending authorisation may not yet represent a completed final charge.
Confirm whether the service or add-on was created
- Check whether a tenant-check order exists.
- Review whether a property-service order was submitted.
- Check whether storage capacity increased.
- Review whether SMS credits were added.
- Check whether a supplier result or appointment exists.
- Review the activity history.
- Do not rely only on the headline failed status.
Review the displayed failure reason
Check the tenant, property or account connection
- Confirm the selected tenant for screening services.
- Review the tenancy and property.
- Check the complete property address.
- Confirm the correct landlord account.
- Review whether the record was archived or changed.
- Check whether required contact details remain valid.
- Correct the source record before any new attempt.
Check whether part of the purchase completed
A checkout containing several items can complete some purchases while another item fails. Review each item separately.
- Check every Marketplace order created from the payment.
- Review each service status.
- Check storage and SMS balances.
- Review supplier order references.
- Confirm which item failed.
- Do not repurchase the complete basket where only one item failed.
Recreating the full basket can duplicate services that already completed successfully.
Retry a payment only when the original attempt failed
Confirm no payment was taken
Review both Estavo and your payment activity.
Confirm no order was created
Check Marketplace Orders and account balances.
Review the basket again
Confirm the service, connection, quantity and live price.
Use one new payment attempt
Complete the payment and wait for confirmation.
Retry or resubmit a paid service carefully
- Confirm payment is marked successful.
- Check whether Estavo provides a Retry or Resubmit action.
- Review the original submitted information.
- Correct missing or invalid details.
- Confirm the connected record.
- Check whether retrying creates another charge.
- Use the original order where possible.
- Contact support where the action or charge is unclear.
Avoid creating a duplicate purchase
- Search Marketplace Orders by service and date.
- Check the payment reference.
- Review pending and processing orders.
- Check the connected tenant or property.
- Review storage and SMS balances.
- Allow delayed statuses time to update.
- Contact support before purchasing again where the outcome is unclear.
A replacement purchase may become a separate supplier order, storage add-on or SMS pack.
Review a refund, reversal or cancelled payment
- Check the payment status inside Estavo.
- Review whether the payment is pending, reversed or refunded.
- Check the related order status.
- Confirm whether a service was already supplied.
- Review whether an add-on remains active.
- Retain payment and order references.
- Contact support where the payment and service statuses conflict.
Provide useful information when contacting support
Order reference
Include the full Marketplace order identifier.
Payment reference
Provide the non-sensitive payment reference where available.
Date and amount
Include when the payment was attempted and the total.
Failure message
Copy the displayed error or describe where the process stopped.
Never provide a complete card number, security code, password or banking authentication code in a support request.
Common failed-order problems
The order is not visible
Search by date, service and payment reference and remove restrictive filters.
Payment is pending
Allow time for the payment provider to update before attempting another checkout.
Payment succeeded but service failed
Use the original order’s retry or support process rather than purchasing again.
The failure reason is blank
Refresh the order and review its activity history before contacting support.
The Retry option is unavailable
Check permissions and whether the order requires support or supplier intervention.
Storage or credits were applied
Do not repurchase. The order may have partially or fully completed despite the displayed issue.
A duplicate payment appears
Stop further attempts, retain both references and contact support.
The supplier result is missing
Confirm the order is complete rather than still processing or awaiting additional information.
The failed order has been reviewed
This completes the Marketplace documentation category. Return to the Marketplace overview to browse all services and order-management guides.
Return to Marketplace documentation