Why Don’t the Number of Charges Match the Number of Orders?

Candle Builders processes payments in batches. If you have multiple orders ready for production at the same time, they may be grouped into a single charge. This means you might see fewer payment charges than total orders.

Why Was I Charged More Than Once in a Day?

If multiple order batches are approved for production at different times in the same day, your card may be charged more than once. Each charge will have a corresponding invoice.

What Happens if a Payment Fails but the Order Already Synced?

If an order has already synced but the payment fails, it will not move forward to production. The system will hold it until payment is successfully processed.

Do You Notify Me If a Payment Fails?

Yes. If a charge fails, you will see an alert in your dashboard or by email.

Can I Delay Payment or Pay Manually?

No. All charges are processed automatically through your saved card. Manual payments are not supported.

Can I Use a Prepaid Card?

Prepaid cards are not recommended, as they often fail due to balance limits or address verification issues. Use a credit or debit card tied to a bank account whenever possible.

Can I Download a Receipt for My Charges?

Yes. Go to the Summary Invoices section under Billing to view and download itemized receipts for each charge.

Can I Add More Than One Payment Method?

No, the system currently supports only one active card on file at a time. You may remove and replace it as needed.

Why Payments May Fail

If a payment fails in the Candle Builders Integration App, your order will not be processed. It will remain on hold until the billing issue is resolved. Once your payment issue is resolved, our system will automatically try again when the next batch of orders are pulled into production. 

Check These First

1. Card Funds: Make sure your saved card has sufficient available funds.

2. Security Blocks: Some banks may block charges they don’t recognize. Contact your bank to confirm the charge isn’t being flagged.

3. Billing Address: Ensure the billing address on file matches what your bank has on record. You can update this when adding a new card.

Note: All payments are securely processed through Stripe, our trusted third-party payment provider.

Warning: Failed payments will prevent your orders from moving to production. You must resolve the billing issue before any order is fulfilled.