I've been charged twice.
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:
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:
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.
I've been overcharged.
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:
Unrecognised transaction on bank statement.
Occasionally 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: