Payment incident

The payment transaction is performed after the preparation of your order. If your order status is displaying a "Payment incident” notice, it is very important that you enter a new credit card as soon as possible in My Orders > Add card

Due to the data protection act, we regret that we are unable to collect bank card details over the phone.

Once you have entered a new valid payment method, we will be able to continue to process your order. Otherwise, we will not be able to guarantee delivery in the chosen time slot and, unfortunately, we may have to cancel your order if we do not obtain an alternative within a reasonable amount of time.

The most common reasons for cards to be rejected are:
1. The card has expired
2. The card number has been entered incorrectly
3. The card limit has been reached
4. Insufficient funds at the time of payment

Therefore, to understand the reason that the payment has been rejected, we recommend you to contact your bank to verify the reason that the card was turned down.

If you need any clarification from us, you can contact us using our chat by clicking “Start chat” in the Help tab or the Mercadona toll-free customer support number 900 500 103.