As the message says, the only ones that can help you, it's Esellerate support. We don't handle anything of the transaction, nothing of what happens during the order will ever reach us so, and we don't have any of your payment details.
If you have any error message during the purchase, and it doesn't complete, we don't get any notification of that order. We only get notifications for successful orders.
Of course, Esellerate people can help you, checking out what that error message means, and how to fix it.
