Why are the funds withdrawn twice on the customer’s bank account?
When a customer has paid with a MasterCard or Visa, the payment sometimes appears twice on the customer’s bank statement. But there is a simple explanation.
When you receive a payment on your website, two technical actions occur:
- The amount is reserved on the customer’s card when the payment is completed.
- The amount is captured when you, via your ePay administration or your own system, complete the withdrawal.
Sometimes it looks as if the amount has been charged twice on the customer’s bank account. This happens because both of the above actions can appear on the statement when MasterCard or Visa is used. The first is a reservation of the amount, while the second is the actual charge.
You can ask the cardholder to log in to their online banking via computer (not tablet or mobile version) and find the detailed information. There the cardholder will be able to see the difference between the two.
The reservation disappears
Note that the reservation will disappear from the statement again. However, it may take up to 30 days before it happens.
