Re: requesting a tracking order number

Dear Lydia, Thank you for bringing this to our attention. I completely understand how concerning it can be to see that your order hasn’t gone through. Upon checking, it appears that the payment is currently marked as pending. This usually means that your bank has not yet approved or completed the transaction, which can sometimes happen due to security checks or authorization requirements. We recommend reaching out to your bank directly to let them know you’re trying to make a purchase with us, as they may need to allow or authorize the transaction on their end. Alternatively, you’re welcome to try placing the order again using a different card. Please rest assured that no amount has been deducted from your account. If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently. Kindest, Bernadette

Consulting GE and Ms. Yvonne. Thank you. x

Dear Lydia, Thank you for getting back to us. We completely understand your confusion especially since you received a confirmation email and were looking forward to those items. It is certainly confusing when a notification shows a successful transaction but the order remains pending. It seems this happens with Apple Pay or Venmo when a "pre-authorization" is issued before the bank fully clears the payment. For your security, we do not store your card details, which means we are unable to manually charge your account or re-process the payment ourselves. I'm very sorry that the items are now showing as out of stock and I have reached out to our Finance Team to see if there is any way to resolve this. I will update you as soon as we have more information. If you have any other questions or concerns about your order, please reach out to us anytime and we’ll be happy to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can address them efficiently. Kindest, Katrina x

GE Ticket created: https://globale-b2b.zendesk.com/hc/en-us/requests/5614020 https://triangl.gorgias.com/app/ticket/216718749 Thank you. x

Hi Lydia, Thank you for getting back to us. As long as the item is available on the website, it means it is still in stock. Sizes that are already out of stock will appear greyed out and won’t be available to add to your cart. So if you’re able to select your size and add the item to your cart, that means it’s available for purchase. If you have any other questions or need further assistance, feel free to let us know anytime—we’re happy to help! Kindest regards, Jesselle

Related GE Ticket: https://triangl.gorgias.com/app/ticket/216744281 Thank you. x

Dear Lydia, Thank you for patiently waiting for an update from us. To help us investigate the pending payment further, our finance team needs to perform a manual search using your payment details. For your security, please only provide: 1) The last 4 digits of the card used. 2) A screenshot of the transaction from your banking app (please feel free to blur out any unrelated purchases or your full account number). Once we have those details, our finance team can use the information to search for your order in our system. If you have any other questions or concerns about your order, please reach out to us anytime and we’ll be happy to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can address them efficiently. Kindest, Katrina x

Global-e Merchant Support Today at 9:02 AM ##- Please type your reply above this line -## Hi Team, This query ''5614020'' was raised 2 business days ago, but we have not yet received an update. Please review the query and provide a response as soon as possible. Kind regards, Global-e Customer Services

Dear Lydia, I hope you’re doing well. We’re just following up on our previous message regarding your pending payment. When you have a moment, could you please provide the requested details so our finance team can proceed with the investigation? As a reminder, we only need: The last 4 digits of the card used A screenshot of the transaction from your banking app (you’re welcome to blur any sensitive or unrelated information) Once we receive this, we’ll be able to assist you further. If you have any questions in the meantime, please don’t hesitate to reach out. Kindest, Anna x

Dear Lydia, We haven’t heard from you in a while and just wanted to check if you still need assistance with your order. For now, we’ll go ahead and mark this ticket as solved. If you have any other questions or concerns, please don’t hesitate to reach out—we’ll be happy to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can handle them efficiently. Kindest, Anna x