My payment didn't go through but you seem to have charged me.

If you didn't reach the Thanks for your Order page and didn't receive an Order Confirmation email, we don't have your order and the payment hasn't gone through.

You may, however, see a pending transaction on your bank statement for the value of the order and also a separate one or more (depending on how many attempts failed) for £1.

Here's why.

I'm seeing a pending transaction on my bank statement, but my payment was declined.

We have a security setting in our checkout that asks our payment provider Stripe to decline payments where the CVC check fails, or where the post code check fails.

If your bank approves a payment where the check has failed, Stripe declines the payment on our end. So, even if your bank is willing to approve the transaction, we won't honour the transaction if the bank is telling us that that check failed.

However: at the point Stripe receives this information from the bank, the bank has already approved the transaction, even though Stripe is declining it on our end. It is this approval you are seeing, not a payment, and the bank should be able to confirm this for you. The approval will fall off your card statement in a few hours to a few days. The time this takes varies from bank to bank.

In summary, your bank has said this transaction is OK, our payment system said, no it's not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your banks approval, not a payment. Hence why is it 'pending'. The pending charge will disappear shortly if it hasn't already.

Why do I see an extra £1.00 charge on my statement?

When using checkout to collect payment data, our payment processor, Stripe, sends a request to your issuing bank for either a £0 or a £1 authorisation to verify that the card is issued and the bank will allow it to be authorised.

Regardless of whether or not the authorisation is declined, we reverse our authorisation request immediately. However, even if the bank declines the authorisation, some people may still see an authorisation for £1 on their credit card statement. The important thing to remember is that this is not a charge, and it will disappear from your statement; depending on the bank, it will be removed from your statement in anywhere from a few minutes to a few weeks.

Stripe will first attempt a £0 authorisation in all cases except AMEX (which doesn’t support £0 authorisations - they try a £1 auth right away with AMEX.) If the £0 authorisation fails, they then attempt a £1 authorisation.

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