Shopping Cart Help

Resolving checkout errors

Are you encountering any of the following error messages or issues related to your checkout?

  1. ‘Error Order Cannot Be Finalized.’
  2. ‘More Pieces of Information Required.’
  3. ‘Bookmaster Failed. There Was an Error With Our Pre-Checkout Validation. Please Contact Us for More Information.’
  4. ‘Order is not redirected to the payment system.’

These issues can often be resolved quickly with a few simple steps:

1. Clear your browser cache

Clearing your browser cache can solve a variety of issues by removing old data that might be causing conflicts:

  • For Chrome: Click the three dots in the upper right corner > More tools > Clear browsing data.
  • For Firefox: Click the three lines in the upper right corner > History > Clear Recent History > Select Cookies and Cache > Clear Now.
  • For Safari: Go to Safari in the menu bar > Preferences > Privacy > Manage Website Data > Remove All.
  • For Edge: Click the three dots in the upper right corner > Settings > Privacy, search, and services > Under ‘Clear browsing data’, click ‘Choose what to clear’ > Select ‘Cached images and files’ and any other desired data types > Click ‘Clear now’.

2. Close and reopen your browser

After clearing the cache, completely close your browser. This ensures that all old data is cleared from your browser’s memory.

3. Try to place your order again

Once you’ve reopened your browser, navigate back to, log in, and place your order.

Other Common Issues

Large Orders: Orders with more than 10 different ISBNS are likely to cause a cart time out. Try placing multiple, smaller orders instead.

Nightly Maintenance: Our cart will shut down nightly from 10 – 11 pm EST for maintenance. Please avoid ordering during this time to prevent issues.

Still Experiencing Checkout Errors?

If you continue to experience issues after following the steps above, please reach out to our customer service team at 1-800-405-1619, Monday through Friday from 9 am to 5 pm for help placing your order over the phone. We’re committed to ensuring a smooth and enjoyable shopping experience for you!

  • Before reaching out, please visit My Book Orders and have your Process Number and Customer Reference on hand.
  • If you need a status update for an order you’ve already placed, please contact Triliteral, our fulfillment and Customer Care center, at 1-800-405-1619 or
  • If you have experienced a technical issue while placing your order or if you cannot log into your account, please use the form below to submit your issue, and we will be sure to get back to you.
  • If you are experiencing an issue with checking out an exam/desk copy request, this is because your link has expired. Please contact with a copy of your approval email to complete your purchase.

For Other Shopping Cart Issues:

Please try to be as detailed as possible and include any error message you’ve experienced.
Click or drag files to this area to upload. You can upload up to 3 files.
Adding screenshots of your issue will be extremely helpful in debugging your issue.

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