Understanding Pending or Duplicate Charges for Failed Orders
When managing your orders, you may encounter pending or duplicate charges on your bank statement, even if the order was not successfully processed. Additionally, there may be scenarios involving extra charges for order updates or refunds. Here, we’ll explain potential reasons for these charges, what happens to them, 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.
Check your bank statement to confirm if one charge is marked as "pending." 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
Understanding Price Differences for Order Updates
When you update your order to include different products or brands, the total cost of your order may change. If the updated items are more expensive than the original ones, you will need to pay the price difference. This process typically involves:
Receiving a secure payment link via email.
Clicking the link and completing the payment for the price difference.
Once the payment is confirmed, your order will proceed to processing.
Paying Additional Charges
If your order requires an additional payment due to updates, replacements, or other adjustments, Kits.com will send a secure payment link to the email address associated with your account. Follow these steps to complete the payment:
Check your email inbox for a message from Kits.com containing the payment link.
Click on the payment link provided in the email.
Follow the instructions to complete the payment using your preferred payment method. Important Notes:
Your order will remain on hold until the additional payment is received. Once the payment is completed, the order will proceed to processing and shipping.
If you are paying for a replacement order, ensure that any incorrect items are returned and the correct prescription is provided before completing the payment.
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.
Eligible refunds for returned or canceled orders are typically returned to the original payment method within a few business days, depending on your bank.
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. If you are eligible for a refund, ensure that you have received confirmation from Kits.com and monitor your account for the refunded amount to appear.
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, while additional charges may arise from order updates or replacements. These charges do not reflect completed payments and generally resolve within your bank’s processing timelines. Monitoring your account, contacting your bank, or reaching out to our support team can help resolve any remaining concerns or uncertainties.