Can someone please help me I went to make a purchase from south beach perfumes, which uses shopify and a message popped up saying there was an issue processing your payment, try again or use a different payment method. So I tried it a second time and now to my shock I have been charged 2x for $68.71. I can’t fill out the form about not receiving an order because I have no order number. It just popped up issue with processing your payment, try again or use a different payment method. I have contacted the store for 3 days via email and phone call and nothing. Even shopify just sent some response saying to fill out the form when I explained I didn’t get a order number. What are my options am I just out of 136$ for a order, I have the bank records and pictures to prove it please help,
I can appreciate the concern here and that you would like to get this resolved. Just to clarify, for both charges no order was generated, is that correct? As in, no confirmation email has been received or a confirmation on the checkout page appeared or even an SMS confirmation?
In regard to the double charge, it could be likely that the funds have been authorized by your bank but have not been captured, which we have no control over as that’s with your bank specifically. Authorization is necessary to check whether a cardholder’s credit card holds sufficient funds and is approved to purchase from a merchant. An Authorization Request first emerges whenever a cardholder attempts to purchase a good or service through a credit card. You can try reaching out to your bank to request a release of the funds if this is the case. Some banking applications (like mobile apps), have a hard time displaying this. It would be best you reach out to your bank directly, and you can confirm with them.
As the store has not replied yet, I would suggest allowing some more time for them to respond to you. This can be a busy time of year for retailers, especially in the beauty industry so they might be slow with response times. You can also try reaching out via social media like Facebook or Instagram and you might get a quicker response there.
I hope this has been somewhat helpful, but please let me know if you have any other questions!
Yes that is correct, when I clicked to complete the order it popped up that there was a issue with the payment and to try again. I tried it one more time and the same thing acured. To my surprise I was charged both times for the 68.71$. Since I got no email or text I can’t even fill out your thing to report a order delay. I will try calling my bank again today to see if that’s true but I fear the company is a scam the address they list when I investigated isnt anything it’s the middle of a road. Hopefully you are right, thanks for replying.
Thanks for getting back to me and letting me know where you’re at with this.
I would definitely suggest checking with the bank and doing some investigating with them first. If you’re still in the situation where the store has not yet replied, and you’re unable to complete the form, then you can file a report directly with us here via support.