There is a known error in the automated email system regarding Pre-Orders whose credit card has been declined. If your credit card is declined, you should receive an initial notification email followed by 2 reminder emails before your order is canceled.
The automated email system is currently only sending out the initial notification email, followed by an email informing you that you have 1 day left to update your credit card information. Unfortunately, the timing of this 1 Day Left Notice email has been incorrect and has instead been emailed after the order is already canceled. We deeply apologize for the inconvenience and confusion this issue has been causing. Our team is aware of the issue and working to correct it as soon as possible!
In order to prevent your order from being accidentally canceled due to this automated email issue, we highly recommend the following:
- When you have received your Pre-Order Almost Ready notification email, make sure that “@goodsmileus.com” is marked as a safe email address domain in your address book.
- Check your SPAM folder periodically after receiving your Pre-Order Almost Ready notification email as we have received reports of the Credit Card Declined Notice email automatically going to SPAM.
- Double check your credit card information when you receive your Pre-Order Almost Ready notification email to make sure the information is up to date.
If you have any questions or concerns about your Pre-Order, please do not hesitate to reach out to us by submitting a support ticket here: https://help.goodsmileus.com/support/home . When you submit a ticket, make sure you include your Order Number so that we can check the status of your order. You may also contact us via phone at 213.460.1167 between the hours of 9am-5pm PST, Monday - Friday.
We appreciate your understanding and patience with this situation and we look forward to having it resolved for you very soon!