First things first, I want to explain that Ordoo charges every Monday afternoon for ALL orders placed across the previous 7 days. So, if you have been charged on a Monday and ordered last Thursday, don't worry!

We use a third party payment provider called Stripe, they are one of the best rated, safest online payment providers. They store all our customers' card details and deal with all the transactions that are processed within the Ordoo app. So you're in safe hands.

Understanding charges and authorisations

We authorise charges at the point of order. This is subtly different from charging since we don't actually take any money until the following Monday. If you have multiple authorisations we then combine them all into just one charge.

Unfortunately however, some banks don't distinguish between authorisations and charges which can cause some confusion. 

Here is an example:

How it may appear depending on your bank / credit card provider:

"I've had a charge on my account and haven't used Ordoo in the last 7 days"

Sometimes when Stripe tries to take a payment from your card on a Monday it can fail. This happens because your account is out of funds 😥 or your bank blocks the charge 🚫. This payment re-tries every Monday until the payment goes through. So sometimes you might receive a delayed charge in your account. Get in touch for more detail on this.

"I thought I used a reward on my order but I've been charged the full price"

When you add a reward to your Ordoo account it does not automatically get applied to your order. We want you be able to choose when and where you use your rewards. You can check if you used the reward by seeing if the reward is still in your account, or by emailing in.

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