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Failed payments

Sendle takes payment once weekly for the previous week's orders, using a stored card on your account. 

We know things can happen sometimes, so this article will explain what you can do if your Sendle payment fails. 

If a payment fails: 

  1. You will be notified by email (to the email address listed on your account or to the billing contact if you added one), and it will also be displayed on your dashboard.
  2. You can retry payment using your stored card, or add a new card by clicking on the ‘Billing’ tab in your dashboard. (Keep in mind that if you update your stored card, Sendle will attempt to charge the card right away for any overdue invoices—this does not affect pending invoices yet to be charged).
  3. If payment was triggered after hitting your billing threshold, your account will be temporarily locked (which means you won’t be able to send any parcels until payment has been made).
  4. For normal billing cycles, we will try to collect payment once more over a five-day period (and for each failed payment, you will receive an email notification). If the second payment fails, your account will be temporarily locked (which means you won’t be able to send any parcels until payment has been made).
  5. Once payment has been successfully made, your account will unlock and you can order again.

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If something goes wrong with your delivery or you need to make a change to your order, use the Sendle Toolbox on the parcel tracking page.

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