Can I Repay For Orders If Payment Did Not Go Through? (IOS and Android Only)

We want to ensure that you have a seamless online shopping experience at ZALORA.

However, there may be times when your payment for an order did not go through if you accidentally dropped off at the point of payment, encountered an error message, or had your payment method declined. In such instances, you will be allowed to reattempt payment for your order!

1. How Does This Feature Work

If you are unable to complete payment, you will be automatically redirected to the order summary page. At which point you will see an option to reattempt payment (“Pay Now”).

Alternatively, you can access the order summary page through the following steps: go to Account > My Orders > View Order. Orders with incomplete or unsuccessful payment will be shown the status “payment pending” and you will be able to reattempt payment for your order.

If you would like to reattempt payment with the same payment method or an eligible different payment method, click “Pay Now”.

You will then be redirected to the payment page for you to reattempt payment. From there, you will be able to select your repayment option from the list of available repayment options.

IMPORTANT:

You will only be able to make a maximum of 2 repayment attempts per order

You will be able to attempt repayment within a maximum of 4 hours from your first payment attempt

If the original failed payment was using a payment-specific promotion, you can only repay using that same payment method

2. Will The Voucher Codes/Promotional Campaigns, Store Credit And/Or Cashback Used In My Initial Order Still Apply?

Yes! The repayment of your order will not change the original value that you had to pay for it and any of the above that has been applied will remain applicable to your order. However, if the original failed payment was using a payment-specific promotion, you can only repay using that same payment method.

3. Why Is The “Pay Now” Option Unavailable?

• The payment duration may have expired resulting in the order being canceled automatically due to no payment received.

• This feature is only available on the ZALORA app and for selected payment methods. If the “Pay Now” option is not available, you may place a new order instead.