Knowledgebase: Payment Questions
You've taken money from my account but haven't accepted my order!
Posted by Carl Troy on 24 May 2010 01:33 PM
When you type your card number into our system and click to process the order, your bank (subject to available funds) will automatically authorise the payment to be taken, regardless of whether we accept the order.

Due to increasing cases of fraud we have introduced several measures to protect our customers and ourselves. This may mean that the system refuses the order, even though the bank has authorised the release of the funds.

In this case, the money technically hasn't left your account and is just reserved ready to send to us. If the order hasn't been accepted we will not request the money and the funds will release themselves back into your account normally within a couple of business days.

If you have used a credit card rather than a debit card and depending on your card provider, the same process may take up to 10 days before the funds are available again.

Please rest assured if we have not accepted your order, we will not take any money from your account.
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