Customer charged for failed order

  • Resolved jrvanstone

    (@jrvanstone)


    2 years, 4 months ago

    Hey,

    One of our customer orders is showing as failed due to a postcode mismatch, normally this doesn’t cause any further issues but this user is reporting that they have an outstanding payment in their account. We don’t have any payments from this transaction nor a transaction ID in our account to refund so we can be sure we haven’t received the payment.

    The order status is currently set as failed and didn’t reduce stock or get set to completed at any point, I’m wondering if setting this order to cancelled will force the bank to cancel the pending charge on the users account?

    If not how do I know when the customer will no longer see the incorrect charge on their statement?

    Payment was via Credit card / debit card via standard WooCommerce checkout.

    Thanks in advance!

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  • Mirko P.

    (@rainfallnixfig)

    Hi @jrvanstone,

    Your customer is likely to see an authorized but not completed transaction on the card account. Pending authorizations are cleared within 5-7 business days, so you can ask them to be patient or contact their card issuer for more information.

    Best regards.

Viewing 1 replies (of 1 total)
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