I'VE PAID BUT I DON'T HAVE AN ORDER NUMBER...

Very occasionally when shopping online the checkout process might not totally complete.

- If this occurs, you will not receive an order confirmation, as no order has been successfully placed with us.

- If on checking the bank account that you attempted the transaction with it appears that your account has been debited, this does not automatically mean that you have successfully placed an order.

The reasons are as follows:

- During checkout, the payment process works in 2 stages:

1. When you click 'Pay' on our checkout, a message is sent by the payment system (using your chosen payment details) authorising your account to make the funds 'available' to pay for your order. (AUTHORISATION)
2. In turn, our system then asks your account to action the transfer of these funds to pay for your order. (CAPTURE)

Both AUTHORISATION and CAPTURE must happen for a successful order to occur, and it's only at this point that a 5 or 6 digit Great Scot order number is generated. If there is no order number, there is no payment transferred and no order created.

If you think this may have occurred, then please get in touch ASAP with our customer service team. They can often locate your unsuccessful checkout and help you try the payment again.

Finally, if for whatever reason you choose not to recover the transaction, within a few hours your bank account will revert back to not showing any transaction with us; the authorisation period has a time limit that expires.