Before we get onto the different states of an order, it's important for us to clarify that we, (ATShop.io) are only an E-Commerce SaaS (Software as a Service). We have no affiliation with the Merchant you purchased your products from. We provide a service for business owners to create online shops for digital items.

In order to get assistance for your order or anything relating to a product you see or purchased from a shop you will need to get in touch with the Merchant of that shop directly. Most merchants will have a support or social media widget in the bottom right hand corner of their shop where you can get in touch with them.

Learn more about ATShop and Merchants

In most cases where you haven't received your items, your order is most likely on hold. You'll see a message similar to "Order pending review", along with some information about this process. Your order will need to be manually approved by the merchant before your order is fulfilled. It is worth noting that this is still rare, and is only a fraud prevention step enabled by your merchant.

If you've paid, but you're still seeing a "Waiting for Payment" message, our systems still haven't received confirmation for your payment. Only thing we can encourage at this point is some patience. This process should in most cases only take a few seconds to a minute. For some payment methods, particularly involving Crypto Currencies, you might have to wait up to 2 hours for your payment to be fully processed.

If you see a "Discarded" message on your order after submitting your payment, this would indicate that the merchant has rejected your order and you will not receive the items you purchased. This often happens with very good reason. And shouldn't be anything to worry about.
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