There might be times when you spot two charges on your account. If that ever happens, don’t worry - there are a couple of simple explanations for this:
1. Clearing an Outstanding Charge
Since we operate a Box of Grace policy, there may be an outstanding charge for your previous order, as well as a charge for your next/upcoming order taken close together or even on the same day.
Here’s how that happens:
A past payment missed: If a previous payment didn't go through, we still shipped your dog's box so they wouldn't go hungry. Your account was then suspended until the balance could be cleared.
The payment cleared: Our billing system continued to re-attempt to take the failed payment. Once successful, your account was automatically reactivated.
Your next box was billed: Because your account became active again, your next upcoming box was scheduled and charged as normal.
Both the past payment and your new box payment processed on the same day, making it look like a double charge - but each payment covers a completely different box. Nothing to worry about. 📦
💡 Whenever there is an outstanding charge, or the status of your account changes, you will be sent an email to confirm what has happened.
2. Shadow Payments
Occasionally, there could be a "shadow payment" showing on your account. This means the payment either hasn’t actually been taken from your bank or, if it has, it’ll bounce back/vanish from your statement within a few days.
This can occasionally happen during payment authorisation, where instead of capturing the initial authorisation, a new charge is created for the final amount.
Rest assured, any shadow charge usually disappears within a couple of days. This isn't something we're able to control and should be raised directly with your bank if you are concerned.