My Credit/Debit card was charged for an unaccepted order

If you place an order that doesn’t go through successfully, you may see a line-item on your credit card statement that suggests that you were charged.

This is called a pre-authorization - a common payment processing step used by many corporations and establishments, such as Uber, Airbnb, and at gas stations. This is simply a hold placed on your account prior to processing, in the event that the transaction is successful. This is not a charge, but it merely ensures that your account can cover the cost of the order, and helps prevent any overage charges.

It usually takes between 3 to 5 business days for this amount to be released. Visa Debits will generally take a bit longer to process so it might take up to 10 business days.

If you have any questions about this, don’t hesitate to write to us directly at support@ritual.co

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5 Comments

  • 1
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    Scott Cameron

    On two occasions I've used Ritual to order food and had the charge go through on my credit card, only to receive a text saying the restaurant was slammed or experiencing technical difficulty and my order has been cancelled. The charges on my credit card haven't been reversed even though I've sent direct messages to two separate employees. I'm out $40 and two meals.

  • 0
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    Scott Cameron

    On two occasions I've used Ritual to order food and had the charge go through on my credit card, only to receive a text saying the restaurant was slammed or experiencing technical difficulty and my order has been cancelled. The charges on my credit card haven't been reversed even though I've sent direct messages to two separate employees. I'm out $40 and two meals.

  • 0
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    Julian Cheah

    Hi Scott, we apologize that you are still seeing these charges in your account. We've reached out to you now to assist and help resolve your issue. 

  • 0
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    Paxton Cameron

    My card has just been charged for my most recent purchase on Ritual. Upon completing the order, I got a message saying that my card was declined. I have checked my bank account that I was charged. What I don't understand is that there is a hold placed on the account to verify that there are enough funds to satisfy the order. THERE WERE FUNDS AVAILABLE, AND I WAS CHARGED FOR THE ORDER. How can I be charged AND not get my order, THEN have to wait anywhere from 3-10 business days to get my money back??? I use Ritual for it's convenience, but this order has caused me a huge inconvenience. I am not sure that I will be using ritual after this.

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    Aditi Thapliyal

    Same issue. I was charged for an order that was declined by the restaurant in April-17. I reached out to Ritual customer service after waiting for two weeks for the charge to be reversed. I have been given the runaround by customer service since then for a $26 order. Spoke to my bank and they said the charge was never reversed. You would assume that looking at competitive pressure alone, these guys would be able to fix something as simple as back-office processing but no. 

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