Pending Transactions
Issues that customers can sometimes raise when reviewing their bank statements
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Issues that customers can sometimes raise when reviewing their bank statements
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Sometimes customers will see two identical charges on their accounts. This is usually because an authorisation adjustment has taken place and the bank is not displaying this correctly. The following banks have been identified as having this issue:
Barclay's Bank
Nationwide Building Society
TSB
The adjusted transaction will appear on the bank statement as two transactions, with at least one of them in pending status. The bank will tell the customer the merchant needs to release the pending transaction. This is not accurate. There is no pending transaction, so there is nothing we can do to release it.
When one of these complaints comes in, the following steps should be taken:
Ensure that an authorisation adjustment has taken place. If it hasn't there may be some other issue.
Advise the client to tell their customer that there is no pending transaction and it will disappear from their bank statement in the coming days.
If the bank is Barclay's, include this link which states that pending transactions do not affect the balance available to spend:
Note that since the customer is complaining about a transaction that doesn't actually exist, they do not have the option to raise a chargeback.
Sometimes customers will see an amount higher than the agreed amount on their bank statement. This is usually because a pre-authorisation took place for the higher amount, but in the end the correct amount was captured. It can sometimes take a few days for the higher amount to be replaced by the correct amount on the customer's bank statement. Do the following if one of these complaints has been received:
Ensure the correct amount has been captured.
If this is the case, then the client should advise the customer to wait, as the transaction will be updated in the coming days.
If the captured amount is really higher than the agreed amount then a partial refund may need to be issued, and the cause of the issue needs to be investigated.
Occasionally Xyz Payments or Javelin Payments will appear on a customer's bank statement instead of the correct details that we sent. This is a known issue with Revolut where they use their own methods to identify the merchant instead of using the statement descriptors we provide. The following steps should be taken:
Check if the bank is Revolut.
If it is, then the customer should be assured that the transaction is correct.
If not, then the issue should be further investigated.