Help

Kerryjones20202 · ‎17-02-2026

I’ve placed a order they took upfront payment then went to blank screen and then got this email no order number or confirmation can anyone help please

Ali_A · ‎18-02-2026

Hi @Kerryjones20202

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can discuss what is needed to manually process the order for you.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete taking the payment once the order is processed.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali

View solution in original post

Ali_A · ‎18-02-2026

Hi @Kerryjones20202

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can discuss what is needed to manually process the order for you.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete taking the payment once the order is processed.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali