Understanding Pending or Duplicate Charges for Failed Orders
When a payment attempt is made for an order, pending or duplicate charges may appear on your bank statement even if the order was not successfully processed. Here, we’ll explain potential reasons for this, what happens to these charges, and steps you can take to resolve such issues effectively.
Causes of Pending or Duplicate Charges
Failed Orders
If a payment attempt fails, there can still be a temporary authorization hold on your account. This hold ensures that there are sufficient funds for the transaction, but if the order fails, the authorization is not captured. Typically:
This happens because the payment processor attempted to authorize the transaction but did not complete it.
No order will appear in your account.
The pending amount should be automatically released by your bank in accordance with its processing timelines.- Contact your bank for confirmation or faster release of the hold.
Duplicate Authorizations
Pending charges can also arise due to duplicate payment authorizations. For example:
Paying once by card and again via a digital wallet.
Using a card and retrying after the first transaction failed. In most cases:
Only one charge processes as a completed payment. The remaining pending authorization will drop off automatically.- If you see two pending charges, monitor your account to see if one drops off. If both charges post as completed payments, contact our support team for assistance.
Timeline for Refunds or Release of Funds
Depending on your bank or card issuer:
Authorization holds typically reverse or “fall off” automatically within 1–3 business days. However, this timeline may vary depending on your bank's policies.
Refunds for voided transactions should post back to your account after your financial institution processes them.
If the funds are not re-credited within the standard timeframe, obtain transaction details, such as the transaction ID, to facilitate an investigation and contact our customer service. Additionally, gather screenshots as evidence to support your case.
Steps to Resolve Issues
Verify Pending Charges: Check your bank or card statement to confirm whether the charges are pending or completed.
Monitor Your Account: Allow a few days for pending charges to drop off or funds to return. - Check your next statement to confirm whether the authorization was voided or expired.
Contact Support: If duplicate payments process (post) as completed charges, gather evidence such as transaction IDs or screenshots and reach out to our support for investigation and resolution.
Reach Out to Your Bank: For faster resolution of pending charges or if funds do not revert, provide your bank with transaction details.
Reorder After the Issue is Resolved: Once pending charges drop off and funds are released, you can safely place your order again if desired.
Summary
Pending or duplicate charges typically result from temporary authorization holds or failed transactions. These charges do not reflect completed payments and generally resolve within your bank’s processing timelines. Monitoring your account and contacting your bank or our support can help resolve any remaining concerns or uncertainties.