Quick Jump Links:
- How to Cancel an Order
- Taxes on Pledge Orders
- Why is My Order Failing?
- Why is My Order Showing as “Abandoned”?
- Charged for an Order, but Payment Showing as “Pending”
- Charged for an Order, but Have Not Received Pledge
- Item in Shopping Cart has Disappeared
- Forgot to add Squadron 42 to Game Package
- Retroactively Apply Coupon Code
- Invoice Going to Wrong Email Address
- $1.00 Charge on my Statement
- Unable to use a Specific Payment Method for a Recurring Subscription
- Order Failed & Store Credit Vanished
- Remove Saved Card Details
How to Cancel an Order
Use the following steps to cancel an incomplete order:
- Visit our site and log in to your account.
- On the top right-hand side, click on your profile then click Account Dashboard, and lastly click on Billing & Subscription.
- Under the ORDERS section, click on the arrow next to the pending order to toggle more options.
- Click Cancel and then Confirm. (Any pending charges will be returned to you by your bank within a few business days).
After this has been canceled, you will see the order updated on your screen. You will also receive a courtesy email notifying you of the change.
Taxes on Pledge Orders
Per government regulation, taxes will be levied on digital transactions based on your billing address associated with your payment method. Depending on your selected store region, taxes may or may not already be factored into any pledge store prices until billing information is entered during checkout.
Common taxes will be sales tax in certain parts of the US, VAT for EU, UK, and Norway residents, along with GST for Australian residents. CIG does not see any of the tax dollars and such payments will not be added in to the value of the pledges themselves. Reclaiming a pledge will only ever return the base value paid for the pledge itself as tax payments are not counted as part of the pledge price.
You will not be taxed on the store credit portion of your order when using your reclaimed credits
Why is My Order Failing?
When an order fails, the reason will often be displayed against the failed order. There are many reasons why an order may fail, but common reasons include insufficient funds, trying to use an expired card, or the ZIP / Postal code not matching what the bank has on file.
The billing information must match what is on file with your bank. You can find this information on your statement within your payment account.
If you are unsure why your order is failing, please submit a support ticket and we can investigate this for you.
Why is My Order Showing as “Abandoned”?
When you place an order through our pledge store and do not complete the payment, you will have 48 hours to finish the process. Should this time frame pass without finishing the payment, the order status is automatically changed to “Cancelled" or “Abandoned”. Once an order is cancelled or abandoned, you will need to place a new order. Pending items from the order will be returned to the store or your buyback list, depending on the order type.
You will receive a courtesy email update for any cancelled orders.
Charged for an Order, but Payment Showing as “Pending”
There are a few reasons why an order could show as pending. Below are some of the most common ones based on the payment method used.
- PayPal - If you have a new or unverified PayPal account, PayPal may place a temporary hold on the payment while they confirm billing details on their end. Once PayPal releases the funds, the order will automatically be completed.
- Stripe/Adyen - Payment failure due to various billing errors. We recommend reaching out to your bank or card handler to confirm the failure reason before re-attempting the order. Multiple failed attempts could lead to a card being locked for safety reasons.
- Google/Apple Pay - Authentication failure during checkout. Please re-attempt payment or create a new order.
Generally, if your order is pending during a limited time promotion due to a payment failure during checkout, we recommend cancelling and creating a new order after speaking with your bank rather than re-attempting payment on the same order. If you are still running into issues after this, submit a support ticket so we can look into this further for you.
In the case of a PayPal pending payment, please be patient. If the order has not completed within 48 hours and you have not received your pledges, submit a support ticket.
Charged for an Order, but Have Not Received Pledge
As before with pending orders, there can be a few reasons for this. The first is that an error may have occurred during the payment process. Should this be the case, your order status will be set to “Abandoned”. We recommend submitting a support ticket for assistance. If the payment was completed, the payment will be reversed and then you can attempt placing the order again.
Another reason is that the charge is still pending authorization. When an attempted order is unsuccessful, you may see a pending authorization on your bank statement. These mostly occur when the ZIP / Postal code not does not match. This is not an actual charge and will fall off your statement anywhere between a few hours to a few days (the time this takes varies between banks).
If your order shows as open, paid, and unfulfilled as shown in the screenshot below, this means your order is stuck processing. Generally, this is resolved within a few hours on its own but if not, please submit a ticket to the RSI support team.
Item in Shopping Cart has Disappeared
Adding an item to your shopping cart does not guarantee you that will receive the item; you will need to fully complete the checkout process. Please keep this in mind for stock limited items.
If you are shown an empty cart while attempting to buyback a pledge, this means the pledge is limited to one per account and you one already exists in your hangar. The only way to buyback that item, would be to reclaim the other.
Forgot to add Squadron 42 to Game Package
During checkout you may be prompted to add a discounted Squadron 42 add-on to your game package before completing your order.
This must be added to your order before completing the checkout process. This option will not be displayed for standalone ship pledges or if you have already purchased Squadron 42 it in the past.
This cannot be added retroactively as they are only offered during the checkout process and must be added to the qualifying order at that time of purchase.
Retroactively Apply Coupon Code
You will need to submit a support ticket for assistance here. The order will first need to be refunded, and you can then place the order again using your discount coupon. Keep in mind our refund policies as they will still apply.
Keep in mind that if the item is stock limited or is no longer available for sale, it may not be possible to re-buy the item until it becomes available in store again. RSI Support will do their best to assist where possible.
Invoice Going to Wrong Email Address
During the checkout stage, be sure to input the email address you wish the invoice to go to. Otherwise, it will be sent to the email you last used on the checkout stage. The email address used for an order cannot be updated by CIG staff once it has been processed.
$1.00 Charge on my Statement
That $1.00 charge is what is called an authorization charge from Stripe (our card payment processor). A small $1.00 request is sent to verify that the card is valid and that the bank will allow it to be authorized.
These can show up when there have been several attempted orders which have failed. These charges are always returned shortly afterwards.
You can read more about this on Stripe’s website.
Unable to use a Specific Payment Method for a Recurring Subscription
Unfortunately, players from certain regions will not be able to set up a monthly subscription via certain payment methods. This is due to regulations directly controlled by the payment processor who may not support recurring payments from said region.
Instead, you may try to use a different payment method, or you can buy a subscription pass with your preferred method.
Order Failed & Store Credit Vanished
Any store credit applied to a failed order will end up back in your Store Credit Log shortly afterwards (this can take anywhere from a few minutes to a few hours).
You may be able to speed this up by directly cancelling the pending order if the option is available.
Remove Saved Card Details
Depending on the payment method used, you may see the option to save a payment method during checkout. RSI does not directly store payment information but if selected, the payment processor is able to store the card future use. If you would like your saved details removed, we are happy to submit the request with the payment provider on your behalf.
Submit a ticket to our team, and please let us know the last 4 digits of the card you would like removed if there are multiple saved payment methods. If you would like all cards removed or only have one saved card, there is no need to share the last 4 digits.