Sometimes, after a failed checkout attempt, you may see more than one payment entry on your bank account.
This does not always mean you have been charged twice. One of the entries may be a pending payment or temporary authorisation from your bank or card provider.
Why does this happen?
When you try to place an order, your bank may temporarily reserve the payment amount while the payment is being checked.
If checkout fails, for example because the billing address does not match your bank’s records, the order may not be created. However, the pending payment may still appear on your bank account for a short time.
What should I check?
Please check:
- whether you received an order confirmation email
- whether the order appears in My Orders in your PerfectDraft account
- whether the payments are marked as pending, authorisation, or completed
- whether you tried to place the order more than once
- whether the billing address used at checkout matches the address held by your bank or card provider
What if one payment is pending?
If one of the payments is pending, it is usually released automatically by your bank or card provider if the order was not completed.
PerfectDraft cannot speed up your bank’s release of a pending authorisation.
What if both payments have completed?
If both payments show as completed, or you are unsure whether you have been charged twice, please contact us and include:
- the email address used at checkout
- the order number, if you received one
- the date of the payment attempts
- the amount charged
- whether each payment shows as pending or completed
- any payment reference or error message you received
Please do not send full card details.
Can PerfectDraft refund a pending payment?
A pending payment is normally released by your bank or card provider if the order was not completed.
PerfectDraft cannot refund or cancel a pending authorisation held by your bank. If a payment has fully completed and there is no matching order, contact us with the details above so the team can take a closer look.