Why Was My Card Charged Twice When I Ordered Online from Your Store?

Experiencing a double charge on your bank statement can be alarming and frustrating. If you notice duplicate charges after shopping online, rest assured, this issue is not uncommon and usually has a straightforward explanation. Here's a detailed look at why this might have occurred and what you can do about it.

Understanding Temporary Authorizations

One of the most common reasons for seeing a double charge is due to temporary authorizations. Here’s how it works:

Initial Authorization Hold:

   - When you place an order, many retailers place a temporary hold on your credit or debit card to ensure that there are sufficient funds available. This is often termed as a "pre-authorization" or "pending charge."

Actual Transaction Charge:

   - Once the order is processed and ready to ship, the retailer will capture the funds, converting the hold into a completed transaction. 

Occasionally, you might see both the authorization hold and the final charge on your online banking statement simultaneously. Typically, the pre-authorization should drop off your statement within a few days, depending on your financial institution’s policies.

Common Scenarios Leading to Dual Charges

Technical Errors:

   - A technical glitch, such as a temporary disconnection or browser error, during the checkout process might lead to double entries. However, in most cases, one of the charges remains an authorization and eventually gets voided.

Order Adjustments:

   - If there was a need for any order modifications, like changing the shipping address or modifying the order, it might result in additional authorization holds.

Multiple Attempts at Purchase:

   - If you attempted to make the purchase multiple times due to previous failures or an unresponsive page, each attempt could result in a separate authorization hold.

Delayed Payment Processing:

   - Occasionally, a delayed settlement from the retailer’s payment processor might lead to confusion where both authorizations and posted transactions show up momentarily.

What Steps Can You Take?

If you suspect you've been charged twice, consider the following actions:

Check with Your Bank:

   - Review the charges on your statement. Often, the duplicate is a pending transaction and can appear temporarily. The bank's customer service can provide clarity.

Contact Our Customer Service:

   - Reach out to the customer service team with your order details by submitting a ticket above. They can verify if a genuine an error has occurred and take necessary action to correct it.

Allow Time for Pending Charges to Clear:

   - Give it a few business days. Banks typically clear pending holds once the final transaction is processed.

Monitor Your Account:

   - Continuously monitor your banking or credit card account for any unusual activity. Prompt reporting can avert larger issues.

While encountering duplicate charges can be unsettling, understanding the potential causes and remedies can put your mind at ease. Rest assured, working with your bank and our support team typically resolves such discrepancies swiftly. If you have any further questions or need assistance, our customer support team is here to help!