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 our production batching 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 Declines But the Order(s) Already Synced or In Production?

Regardless of what App 2.0 says your order status is (Synced or In Production), a declined payment for an invoice means all the orders under that invoice will not ship. Once your payment issue is resolved and the invoice is paid, your orders will move to production.

Do You Notify Me if a Payment Declines?

Yes. If your payment fails, you will receive an email notification. You can also see the status as Unpaid in Billing > Summary Invoices.

My Payment Issue Is Resolved. How Can I Take Care of the Unpaid Invoice?

Once your card on file is ready to be charged for a declined order, you can retry it in our app. Go to Billing > Summary Invoices and click on the Retry button. Select your credit card (do not select your Wallet) that you want to try and press Process Payment. If it is approved, your invoice will update as paid and the orders will move to production. We suggest contacting us to let us know your payment has been made on a declined invoice.

Do You Offer Terms?

We do not offer terms at this time for drop shipping. Full payment is required for an order to ship.

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.

Why Payments May Fail

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