You have placed an order for Autodoc (or Autodoc - as it is more common to call this service), but instead of the expected “in processing” or “sent” we saw the message "under moderation"? Don't panic - this is a standard verification step, but sometimes it takes longer than usual. In this article, we’ll look at why this happens, how long moderation normally takes, and what to do if the status hangs for too long.

Service Autodoc uses manual and automatic order verification to minimize picking errors and eliminate fraud. Status “under moderation” can mean either a standard procedure (up to 24 hours) or the need for additional verification - for example, if you ordered a limited edition item or specified a non-standard delivery address. Below is a detailed guide on all the nuances.

What does the status “under moderation” mean in AutoDoc?

Status “under moderation”** is an intermediate stage between placing an order and sending it for assembly. At this step, the system (or operator) checks:

  • 📦 Availability of goods in stock - especially relevant for rare spare parts or items marked “to order”.
  • 💳 Correctness of payment — if the payment was delayed or the bank returned the transaction as suspicious.
  • 📍 Delivery address — non-standard regions (for example, Crimea, DPR/LPR) or mailboxes may require manual verification.
  • 🔍 Matching the part to your car — if the order contains an incomplete VIN or a model with several modifications.

Moderation passes in 80% of cases automatically in 1–4 hours (at night it can take up to 8 hours). If the status does not change for longer 24 hours, this is a reason to write to support - perhaps the system has detected a data discrepancy or requires confirmation from you.

📊 How often do you encounter delays when ordering spare parts?
Often - in 30% of cases
Sometimes - in 10% of cases
Nearby - 1–2 times
There have never been any delays

How long does moderation last: normal and critical periods

The verification time depends on the type of order, time of day and workload of the moderation service. Here are the approximate data as of 2026:

Order type Average moderation time Maximum term
Standard spare parts (filters, pads, consumables) 1–3 hours up to 12 o'clock
Rare parts (on order, with long delivery) 4–8 hours up to 48 hours
Orders with payment upon receipt 2–6 hours up to 24 hours
Orders outside business hours (nights, weekends) 8–12 hours up to 36 hours

⚠️ Attention: If the status “under moderation”** remains unchanged for longer 48 hours - this is a signal of a possible problem. Common reasons:

  • 🚨 Error in details - incorrect phone number, misspelled address.
  • 💰 Problems with payment — the bank has blocked the transaction or the amount does not match the cart.
  • 📦 Lack of product — the part has been discontinued, but has not been updated in the catalogue.
💡

Check your spam folder in your email - sometimes Autodoc sends requests for order confirmation there, especially if you specified a corporate email.

Why an order may be stuck in moderation: top 5 reasons

If your order is stuck for more than a day, most likely one of these triggers was triggered:

  1. The part does not match your car. For example, you ordered brake pads for Volkswagen Golf IV, but the product card states that they are only suitable for modifications with disc brakes 288 mm, and you have 256 mm. The system may block such an order until clarification.
  2. Suspicious account activity. If this is your first time ordering for a large amount (for example, >50,000 RUB) or from a new IP address, the security service may request identification confirmation.
  3. Error in recipient data. A common problem is a discrepancy between the full name in the profile and the payment information (for example, you paid with your husband’s card, but indicated your name in the order).
  4. Order during peak times. During sales periods (such as Black Friday) or before holidays, moderation may take up to 72 hours.
  5. Technical work in a warehouse. If you ordered a part that is stored in a remote warehouse (for example, in Germany), verification may take longer due to system synchronization.

🔹 How to check the reason? Log in to your personal account Autodoc, open your order history and click on the button “Order details”** - there may be a comment from the moderator (for example, “VIN confirmation required”).

What to do if moderation lasts more than 3 days?

If the status does not change for more than 72 hours, write to support Autodoc via the feedback form (section “Help”**), indicating:

1. Order number.

2. Date and time of registration.

3. Screenshot of the “under moderation” status.

4. Please clarify the reason for the delay.

Important: do not create a duplicate order - this may aggravate the situation, as the system will regard this as an attempt at fraud.

How to speed up moderation: step-by-step instructions

If you need to get a spare part urgently, use these methods:

Check the correctness of the information in your profile (name, phone, email)

Make sure the payment amount matches the amount in your cart

Send a message to support asking to clarify the status

If the order requires payment upon receipt, confirm it by phone (call from Autodoc)

Check if additional confirmation (SMS or email) is required-->

⚠️ Attention: Never try to “cheat” the system by entering incorrect data (for example, a different delivery address). This will lead to automatic account blocking and order cancellation. If you really need to change the address, please contact support up to undergoing moderation.

If you paid for your order with a bank card, but the status is still “under moderation”, check:

  • 💳 Has money been withdrawn from the account? — sometimes banks keep the amount “in limbo” (authorization) for up to 5 days.
  • 📧 Did you receive a letter from the bank? — some transactions require confirmation via SMS or bank application.
  • 🔄 Was there a double write-off? — if a payment is stuck, the system may not record it as successful.

What to do if moderation takes too long: support contacts

If all deadlines have passed and the status has not changed, contact Autodoc through one of the channels:

Communication channel Average response time When to use
Online chat on the website 5–30 minutes For urgent questions
Feedback form 2–12 hours If you need documents (screenshots, receipts)
Phone +7 (495) 120-XXX-XX 10–40 minutes For difficult cases (account blocking)
Email: support@autodoc.ru 24–48 hours If a formal response is required

📌 Advice: When contacting support, always indicate:

  • 📌 Order number (starts with AD-).
  • 📌 Date and time of registration.
  • 📌 Payment method (card, cash, transfer).
  • 📌 Screenshot of the “under moderation” status.
💡

The fastest way to solve a problem is online chat. Operators Autodoc have access to the internal moderation system and can manually “push” your order.

Frequent user errors that cause orders to be suspended for moderation

Many delays occur due to inattention during registration. Here's what buyers most often miss:

  1. Incomplete vehicle VIN. If you only specified the last 7 characters instead of the full 17 characters, the system will not be able to accurately determine the modification of your car.
  2. Mismatch between card and profile data. For example, the card is issued to I.I. Ivanov, and P.P. Petrov is indicated in the order.
  3. Made to order order without confirmation. Some parts (e.g. original spare parts) BMW or Audi) require 100% prepayment and manual approval.
  4. Using a VPN or proxy. If you placed an order through an anonymizer, the system may regard this as an attempt at fraud.
  5. Several orders in a row. If you place 3-4 orders in a short period of time, the security service may block them for verification.

🔧 How to avoid mistakes? Always double check:

  • 🔹 VIN code - must be complete and without typos.
  • 🔹 Delivery address - indicate the exact index and name of the street (not “Lenin St.,” but “Lenin St., 15, apt. 42”).
  • 🔹 Payment method — if you choose “pay on delivery”, make sure that this option is available for your region.

Alternative ordering methods if moderation is delayed

If you urgently need a spare part, but the status “under moderation” does not change, consider these options:

  • 🛒 Order through another seller. Check availability of the part at Exist.ru, Emex or Avto.ru — sometimes the same spare parts are available there without moderation.
  • 🏬 Purchase in an offline store. Use the service “Search by store”** on the website Autodoc — it will show where your part is available at physical points of sale.
  • 🔄 Cancellation and re-order. If moderation lasts >48 hours, you can cancel the order and place it again (the problem may have been technical).
  • 📦 Pickup from the warehouse. If you are in Moscow, St. Petersburg or Yekaterinburg, check if you can pick up the part yourself - this will speed up the process.

⚠️ Attention: If you cancel your order, the money will be returned to your card within 3–10 banking days. Check with your bank for refund deadlines - some (for example, Tinkoff or Sberbank) process such transactions longer.

💡

Before canceling an order, check whether the status in your personal account has changed. Sometimes moderation takes place in the background, and notifications arrive with a delay.

FAQ: Answers to frequently asked questions about moderation in AutoDoc

Is it possible to cancel an order if it is under moderation?

Yes, but only until it is transferred for assembly. To do this:

  1. Go to “My orders”** in your personal account.
  2. Find the required order and click "Cancel"**.
  3. Specify the reason (for example, “long moderation”) and confirm.

If the buttons There is no “Cancel”** - the order has already been transferred for assembly, and cancellation is only possible through support.

What to do if the money has been written off, but the status is still “under moderation”?

This is a normal situation - a write-off means that the payment has gone through, but the order is still being verified. Wait 24 hours from the moment of payment. If the status has not changed:

  • Check the transaction history at the bank - it may be a temporary write-off (holds).
  • Write to support Autodoc with a request to check the payment with the order number.
Can moderation last a week?

In exceptional cases - yes. For example:

  • If you ordered unique detail (for example, a body panel for a rare model Mazda RX-8).
  • If the security service suspects fraud (for example, an order from a new account for a large amount).
  • If in stock technical problems (equipment breakdown, system update).

In such cases Autodoc usually sends a notification by email explaining the delay.

How do I know if moderation has passed?

You will receive:

  • 📧 Email with the subject “Your order No. AD-XXXX has been sent for assembly.”
  • 🔔 Push notification in the mobile application (if installed).
  • 📱 SMS to the phone number linked to the account.

Also, the status will change in your personal account to "in process" or "assembled in warehouse".

Is it possible to speed up moderation for an additional fee?

No, Autodoc does not provide paid services to speed up order verification. Any offers to “pay for urgent moderation” are fraud. The official way to speed up the process is to contact support and politely ask to check the status.