Troubleshooting Checkout and Payment Issues on Rootsy

Having trouble completing your purchase on Rootsy? We're here to help.

This guide explains common checkout and payment problems, steps you can take to resolve them, and when to contact Rootsy Customer Support.

1. I Can't Proceed to Checkout

If the PROCEED TO CHECKOUT button isn't working:

1. Check that your shopping cart contains the correct products.

2. Review any required product selections, including variations or personalization details.

3. Refresh the page and try again.

4. Ensure you're using an updated browser and have a stable internet connection.

5. If the problem continues, contact Rootsy Support.

Avoid repeatedly submitting checkout requests if you're unsure whether an order has already been placed.

2. My Delivery Address Isn't Being Accepted

When adding a delivery address, ensure that:

• Your first and last name are entered.

• Your telephone number is accurate.

• Your street address and postal code are correct.

• Your province and city are selected.

• Apartment, unit, buzzer, or access information is included where relevant.

• All required fields are completed.

Click SAVE DELIVERY DETAILS after making corrections.

If the website continues to reject your address, contact Rootsy Support with the error message. Avoid sharing unnecessary personal information in screenshots.

3. The MAKE PAYMENT Button Isn't Working

Before proceeding:

1. Confirm that you've entered or selected a delivery address.

2. Review your Order Summary.

3. Check the checkbox confirming agreement with Rootsy's applicable terms and policies.

4. Click MAKE PAYMENT again if no payment attempt was previously submitted.

If you've already submitted payment and the page appears frozen, check for a confirmation or charge before trying again.

4. My Card Payment Was Declined

Rootsy uses Stripe to facilitate payment processing.

Card payments may be declined because of:

• Incorrect card number, expiry date, or security code.

• Insufficient available funds.

• Card restrictions or spending limits.

• Additional verification requirements.

• A temporary issue with the payment provider.

What you can do:

1. Check your payment details carefully.

2. Follow any verification instructions displayed by your bank.

3. Contact your card issuer if the transaction is being declined.

4. Try another available payment method where appropriate.

Rootsy Customer Support cannot override your bank's payment authorization decision.

5. I Was Charged but Didn't Receive an Order Confirmation

If you believe a payment went through but cannot locate an order confirmation:

1. Check your email inbox and spam or junk folder.

2. Check your Rootsy account for an order record, where available.

3. Review your banking or card activity to determine whether the transaction is pending or posted.

4. Contact Rootsy Customer Support with the approximate payment date, amount, and email associated with the purchase.

Important: Do not immediately submit another payment. Our team may need to investigate whether the original transaction resulted in an order.

A pending card authorization does not necessarily mean that a completed order or final charge exists.

6. My Checkout Page Is Frozen or Not Loading

If checkout is slow or unresponsive:

1. Check your internet connection.

2. Refresh the page if no payment attempt has been submitted.

3. Try an updated web browser.

4. Temporarily disable browser extensions that may interfere with checkout.

5. If the issue continues, contact Rootsy Support.

If you already clicked MAKE PAYMENT, check for a payment confirmation before refreshing or attempting another transaction.

7. My Coupon Code Isn't Working

If your promotional code isn't accepted:

1. Confirm the code was entered correctly.

2. Check its expiry date.

3. Review any minimum-spend requirements.

4. Confirm the products in your cart qualify for the promotion.

5. Review any seller-specific or product-specific restrictions.

6. Check whether the promotion can be combined with other offers.

Promotions are subject to their individual terms and eligibility requirements.

8. Shipping Charges Are Different Than Expected

Shipping charges may vary depending on:

• The seller's shipping location.

• Your delivery address.

• Product weight and dimensions.

• Available carriers and shipping methods.

• The number of sellers involved in your order.

• Applicable taxes or promotions.

Review the shipping amount displayed in your final checkout summary before submitting payment.

If you believe there's a calculation error, contact Rootsy Support with the relevant product information and displayed charge.

9. My Payment Option Isn't Available

Available payment methods can depend on the transaction, payment provider, and eligibility requirements.

If you expected to see a payment option such as Klarna or Stripe Link but it isn't displayed, select another available method or contact the relevant payment provider for eligibility information.

Rootsy cannot guarantee that every payment method will be offered for every purchase.

10. I Think I Was Charged Twice

If you notice two payment entries for the same purchase:

1. Review the transaction amounts and dates.

2. Check whether either entry is marked pending.

3. Review your Rootsy order confirmation information.

4. Contact Rootsy Customer Support before making another payment attempt.

Our team can investigate the transaction information and determine whether further action is required.

Do not share your full payment card number, security code, passwords, or one-time verification codes.

Information to Include When Contacting Support

To help us investigate a checkout or payment issue, please provide:

• The email address associated with your Rootsy account or checkout.

• Your order number, if one was generated.

• The approximate date and time of the transaction.

• The payment amount in CAD.

• A brief description of what happened.

• A screenshot of the error message, if available.

For your security, remove sensitive payment or personal information from screenshots before submitting them.

Contact Rootsy Customer Support

If your issue remains unresolved, our support team can help investigate.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Rootsy — Stronger Together, Locally Rooted.