A payment on my order declined. What happens next?
In Stock Items: If you were attempting to purchase an in stock item, you will see a pop-up message detailing the steps to resolve the issue.
Pre-order flexible payments: If a payment on your open pre-order declined, you will be notified via e-mail. Sideshow will automatically attempt to re-process the payment 2 business days from the decline. You also have the option to re-process the payments immediately via the e-mail notification or via accessing the order details in your account. If payment declines a second time, the order is automatically cancelled and any non-refundable deposit (NRD) processed is held as the cancellation fee.
Why did my payment decline?
In general, our Customer Support staff are not privy to the specific reason a payment declines. The financial institution is not allowing the payment to process successfully. Typically this is a result of:
- Insufficient funds.
- Fraud hold from the financial institution.
- Payment method on file has expired.
We urge you to contact your financial institution or PayPal directly if you feel a payment was declined in error. It's also important to ensure payment methods on file are valid and current to avoid unwanted declines and cancellations.
I do not want to wait two business days and I would like to reprocess the payment now. What do I do?
You have the option to re-process the payments immediately via the e-mail notification or via accessing the order details in your account. To re-process a payment:
You'll receive an e-mail notification as pictured below:
When you click "View Order," you'll be prompted to login to your Sideshow account. You'll then be directed to the order details page for the order. You can also access the order details page without clicking the link in the e-mail notification by logging into your account and accessing the order.
Click "Retry Declined Payment." You'll then see the following screen:
The payment method and amount of the charge will display. Click "Retry Payment Now." If the payment was successful, the following screen will display:
I need to update the payment method. How do I do that?
For detailed instructions on updating a payment method, click here:
If I call / chat / e-mail Customer Support, can they add a new credit card / PayPal account?
No. Customer Support representatives are not able to add a new payment method to the account. The payment method must be added via the website.
What if the payment declines when Sideshow automatically attempts to re-process it?
On a second decline, the order is automatically cancelled. Any non-refundable deposit (NRD) processed is held as the cancellation fee. If the item did not have an NRD, a flat $20 cancellation fee is assessed.