1 reviews | Active since Aug 2016
Shopping on line causes double reservation of required funds
I purchase my shopping on line. Pick n pay reserved the funds for the shop and then reserved a second amount on my card for what they delivered , with out reversing the initial reservation on my card!!!!!!! I have had payments off my card bounce because of this. Even my order of meat i needed from you guys bounced because there was no money on my card ( ********** 559) This is an unacceptable way of doing business. I called the call centre and they said i have to wait 7 days for the reversal for something that they have kept a "double" reservation . ***
Good Day Darron Dorfman,
Thank you for shopping with Pick n Pay. We apologize for the delayed response.
Please note, you have not been double debited nor any additional funds taken off you card only an amount of R2176.39 was taken.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
We can send a request to the bank but will require the full card number to do so, so your bank can release the RESERVE. As we do not store the full card number, they cannot assist us without the full card number being presented. You may send the full card number along with the bank name, and online shopping username to *** so we can escalate.
You can view more details here in our FAQs and our Terms of Use
https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards
Pick n Pay Team
Good Day Darron Dorfman,
Thank you for shopping with Pick n Pay. We apologize for the delayed response.
Please note, you have not been double debited nor any additional funds taken off you card only an amount of R2176.39 was taken.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
We can send a request to the bank but will require the full card number to do so, so your bank can release the RESERVE. As we do not store the full card number, they cannot assist us without the full card number being presented. You may send the full card number along with the bank name, and online shopping username to *** so we can escalate.
You can view more details here in our FAQs and our Terms of Use
https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards
Pick n Pay Team