Charged twice, chargeback, negative balance, or payment taken but the order is unpaid
Two charges on the statement
- A card payment first appears as a pending authorisation, then as the charge. Some banks show both for a few days; the authorisation drops off on its own.
- A real duplicate shows as two lines in My Transactions in your account. If it does, write to us with the order code and both amounts; the duplicate is refunded to the card.
Payment taken, order still unpaid
- The bank's answer reaches us within one minute at most, and the order is marked paid the moment it arrives. Refresh My Orders before doing anything else.
- If the order is still unpaid after one minute and the amount has left your account, either wait and write to us with the order code and the time of payment, or pay again and we refund the first payment. Whichever suits you better.
Chargeback and negative balance
- A chargeback is a breach of the terms and conditions you agreed to. We dispute it with your bank directly and proceed with the closure of the account.
- The disputed amount is booked as a debt on your balance, which goes negative. No orders can be placed while the balance is negative.
- If the bank rules in our favour, the debt is removed.
- Refunds for a cancelled or failed order are made without a chargeback. Ask us first.