Pending payments In rare cases, customer payments may be placed on hold and recorded as ‘pending’ by your payment provider. This can also happen with PayPal payments. This means that the funds have left a customer’s account and are being held by their provider. As a result, we do not receive the funds and the customer’s order is placed on hold. Although this is a frustrating and uncommon thing to happen, we can’t request the release of pending funds. A ‘pending’ payment relates to a decision taken by your payment provider or PayPal concerning the customer’s private account, rather than ours. In these cases, pending funds are either sent back to the customer or deposited into our account, sometimes after several days. The direction that these funds take and the time at which they’re released are at your payment provider or PayPal’s discretion. We have no influence over this and cannot request the release of customer’s funds on their behalf. Additionally, we cannot provide the customer with their ‘pending’ funds or despatch their attempted order. Once we identify a ‘pending’ transaction, our team will get in touch with the customer as soon as possible. The customer may then contact their payment provider or PayPal directly. The usual available option is to wait until the funds are settled back into the customer’s account or into ours. Once we receive the funds, can either despatch the order or refund the customer. Alternatively, if the customer receives the funds, they may place another order with us and we can offer an alternative payment provider if required.