Most payments that do not go through were declined by the card issuer, but a few other things can stop a payment at checkout. Here is how to tell which case you are in, and what to do next.
💳 Most declines are decided by your card issuer
In most cases a payment is declined by your card issuer rather than by Cross Cart. Common reasons include spending limits, restrictions on overseas use, 3-D Secure (identity verification) settings, or the issuer's own review of the transaction.
We cannot approve a declined payment on our side, so please try the following:
- Check with your card issuer whether the payment can be approved.
- Try another card, or a different payment method such as PayPal. Every option we accept is listed in What payment methods can I use?
🛒 Your order may have gone through after all
If you are not sure whether your order was completed, look for the Order Confirmation email sent from noreply@cross-cart.jp. It contains a link to your "My Order" page, where you can check the current status of your order at any time.
If you cannot find that email, please check your spam or junk folder first — see I haven't received my order confirmation email. What should I do?
An amount showing on your card statement does not by itself mean the order was completed. With debit cards in particular, an amount can appear and then disappear again — see Why does it look like I was refunded, or charged twice? (debit cards)
If you are still unsure, please contact us with the details below and we will check whether an order was created.
💡 Not every error at checkout is a card decline
Two other situations can look like a failed payment:
- A message such as "We couldn't process your order", or a page that returns a 404 error. This can be a temporary system error, so please try again in a few days and let us know if it continues.
- A blank white or black screen right after you press "Add to Cart", or a screen you cannot operate. This is usually caused by the shop page's design not being fully compatible with international ordering, and trying again will not fix it. Please send us the product page URL, and we will report it so the shop can be asked to fix it.
If an item was removed from your cart when you selected your destination country, that is a different check — see Why can't I add an item to my cart, or why was it removed at checkout?
🌏 If your delivery address is in Japan
Cross Cart ships only to addresses outside Japan. For a delivery within Japan, you order through the shop's own page for customers in Japan: the 「日本国内にお住まいの方向け」(For customers living in Japan) button, located just below the "Add to Cart" button.
On that page, a card issued outside Japan cannot be used, and Amazon Pay is not available either. Please select PayPal as your payment method instead. See Can you ship my order to an address in Japan? for details.
⚠️ Please note
Orders placed through the page for customers living in Japan are handled by the shop, not by Cross Cart. If a payment fails there, please contact the shop directly.
📩 Still not going through?
Please contact our customer support with the following, so we can tell which screen the error came from:
- A screenshot of the error screen
- The payment method you used (which card, PayPal, and so on)
- The URL of the product page
If you think your order may have been completed, please also include the date and time you ordered and the amount shown.