"Awaiting payment" flag (incomplete orders)

All order are processed by an automated system. The system will block the generation of definitive keys as long as the order is flagged as incomplete. Most often this is caused by an incomplete payment. A missing amount as small as one cent will keep the "awaiting payment" flag triggered. Missing amounts are usually caused by currency conversions or fees applied by your bank.

Payment delay

In most cases, payment delays for DNA Baser orders appear because the person that placed the order has not submitted the documents to the specialized department (the 'Purchases' department) in his/her organization, in time.

Please do not forget to contact your Purchases department weekly to make sure they haven't lost the paper or delayed the payment for this order. Even if you have a dedicated 'Purchases' department that deals with payments, the person that originally placed the order is responsible for making sure that the payment is done in time. Please also inform your 'Purchases' department that they should NOT wait the delivery of a package if you did not order the CD.

If more than 2 weeks have passed since the purchase date and the payment is still incomplete, please contact us urgently. We know that in some large institutions processing the papers can take some time. We will enter a more suitable deadline for you into the system. We can be very flexible if we see some commitment from your side.

If you fail to submit full payment in 4 weeks the system will automatically flag your order. At this point, an operator cannot make manual changes into the status of the order anymore. The automated system will send you a warning, then an updated bill containing the initial amount to pay plus a fee ($3) for each day of delay. After another two weeks the fee will jump to $12 per day. This fee adds to order's original price and cannot be waived. Additionally, the initial price of your order may be updated if the Euro/USD ratio changes.

Consecutive failure to submit the payment will raise the "refuse to pay" flag on your order. We will stop offering support and other services and your order will be transferred to a specialized debt collection agency. Additional fees and expenses may appear.

Please also see:

• Currency conversion issues
• Your order status
• Payment interval