Why my order shows as under review
This status only applies to orders paid with SPEI or OXXO. With a card or PayPal, payment is confirmed instantly and there's no review.
Possible statuses and what they mean
Waiting for receipt
Your order was created, but you haven't uploaded the payment receipt photo yet. The order won't move forward until you do.
What to do: make the payment (if you haven't yet) and upload the receipt photo at /tienda/orden/{n}. See /en/help/articulo/tienda/subir-comprobante if you need help with the steps.
Verifying
We received your receipt and the system is reviewing it. This is the normal status while the payment is being validated. It usually takes less than 15 minutes.
What to do: wait. You don't need to do anything else. You'll receive an email as soon as it's confirmed.
Insufficient amount
The receipt was valid, but the amount paid is less than the order total. The balance you already paid is recorded as a partial payment on your order.
What to do: pay the difference (by the same method or another) and upload the new receipt on the same order page. The system adds up the payments until the total is covered.
Rejected
The receipt was rejected. The on-screen message indicates the exact reason.
What to do: depends on the reason:
| Reason | Action |
|---|---|
| Illegible photo | Take a new photo and upload it again. |
| Incorrect amount | Verify the amount and upload the correct receipt. |
| Incorrect destination account | Contact /contact; we'll review the case with you. |
| Receipt already used | Write to /contact with the details. |
You can upload a new receipt from the same order page without needing to create a new order.
How long does the review normally take?
Automatic review is fast: minutes in most cases. It may take a little longer during peak demand. If more than 2 hours have passed and your order is still "Verifying" or hasn't moved to the next status, something may have gone wrong.
Still not working?
If your order has been in review for more than 2 hours or you don't understand the reason for a rejection, contact us at /contact with your order number. The EncuentraIglesias team will review the case manually and get back to you promptly.