This article helps you identify issues or errors that may occur during checkout. If you don’t see your issue listed here, please let us know, and we’ll connect you with a support specialist for troubleshooting.
Do you see an error message about the vendor’s settings?
Vendors may have specific settings in place to restrict orders to certain regions or specific types of stores.
- If a vendor does not sell to online-only stores, you may see an error message when trying to check out with them, or you may be unable to add their products to your cart.
- If your shop is listed as online-only but you have a physical store, please let us know, and we’ll connect you with a specialist to help update your account.
Is the vendor’s shop on pause?
If a vendor’s shop is on pause, it means they’ve temporarily stopped accepting orders. You can still see their items in search results and build a cart for later, but you won’t be able to complete the checkout until the vendor resumes selling.
Does the vendor have an exclusivity agreement with another retailer?
Vendors who participate in our exclusivity program may have existing agreements with other retailers. These exclusivity agreements ensure that no other retailers in a given area can purchase from that vendor. For more details, see What is the exclusivity program?
Do you have one or more overdue invoices?
If you have any past-due invoices or a lapsing payment plan, you can still add items to your cart, but you won’t be able to check out until all overdue payments are settled. To troubleshoot failed payments, see I have a failed payment, now what?
If you’ve already paid the past-due invoices, your ability to order will be restored as soon as the payments settle, which can take 7-10 business days, depending on your financial institution.
Multiple past-due invoices or payment plans may cause your account to be flagged for a history of late payments, preventing future orders.
Do you already have an account with us?
If you applied for a new account and placed an order, but we already have a verified account on file for your business, you must place the order on your verified account. If you have more than one account but neither is verified, you’ll need to choose which account to place orders from and complete the verification process for that account.
Why am I getting an error message when I try to buy an item again?
If you receive an error message when using the Buy It Again section, it could be due to the following reasons:
- You’re attempting to add a product that’s already in your cart.
- You’ve reached the maximum quantity that a vendor has available for sale. This may happen if you try to add more items than what’s in stock, or if the quantity you entered exceeds the available stock.
