š” If your order was canceled but HCB shows no decline, or the charge never appears in HCB at all, the problem is on the merchant's side. Reach out to the merchant.
Why a merchant cancels an order
Sometimes a purchase fails at the merchant rather than at HCB. The most common reasons are:
A billing address mismatch: the address you entered at checkout doesn't match the one on file for your card.
The merchant's own fraud detection flagging and canceling the order.
How to tell it's the merchant
Open the transaction on your HCB dashboard. If HCB shows a decline reason, the issue is on HCB's side, see My card was declined. What should I do? But if there's no decline reason, or the charge never shows up in HCB at all, then the request never reached HCB and the merchant canceled it on their end.
What to do
Contact the merchant to find out why the order was canceled and to try again. If it looks like a billing address mismatch, make sure you enter the billing address that matches your HCB account. Unfortunately, HCB can't see or fix orders that never reach us.