Knowledgebase: Billing
Why was my order rejected?
Posted by Brian F., Last modified by Brian F. on 29 September 2010 03:39 PM
All orders are processed through a fraud check system which verifies the payment source, the IP address the order was placed from, the address on your account profile, and the details of the domain you signed up with. Because of this, your order can be marked as fraud and payment refunded if some of the details do not match. Some common reasons you may be marked as fraud:
  • The IP address you placed the order from does not match the address you put on your profile. Example is your IP is from the United States but your address is from China

  • You ordered through a proxy

  • The payment source (credit card or Paypal) does not match the information provided on your profile

  • Your domain is in clear violation of our TOS or AUP

  • The domain you're using on your account is registered under different information than is provided on your account profile

If your order matches one or many of the criteria above, your order may be marked as fraud and your payment will be refunded. If you pay via Paypal, the reason for your transaction being refunded will be included. If you feel your order was marked as fraud by mistake, please contact our billing department by emailing billing@hawkhost.com and we'll be happy to investigate the issue and provide a more thorough explanation. There is a chance we'll ask you to provide further verification of your identity, such as providing a scanned copy of your drivers license or some other form of personal identification.
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