There are some expected circumstances where a Pay by Bank user may experience what appears to be a duplicate charge on a bank statement or banking app. If you've encountered what appears to be a duplicate charge after shopping with Pay by Bank, refer to the scenarios below before escalating to support.
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Pay by Bank Batching & Processing
- Pay by Bank does not withdraw funds immediately and does not place a hold for funds when an order is placed and/or finalized at the register; however, the bank or financial institution for the linked bank account may have their own processes for ACH payment requests and may issue a hold from their end. Only posted charges function as proof of charge.
- Pay by Bank charges will post to the linked bank account within one to two business days after the transaction is finalized. Please consider weekends and holidays that may delay the posting of the charge and ensure funds remain available for up to 2 business days or until the charge has posted to the account.
- Example: A purchase for $30 was made on Saturday, and Rosa visited the dispensary again on Sunday for another $30 purchase of her favorite product. Neither charge would post or show on Rosa's bank account until the next business day, on Monday.
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Pay by Bank Retry Process
- Retries happen when Dutchie receives an ACH return, which can happen when there are insufficient funds in a bank account the next business day, and the transaction amount cannot be withdrawn from the account.
- The transaction then enters the retry process for payment to be properly collected. A failure to collect after exhausting all permitted retry attempts will result in a blocked account.
- A retried payment can be identified separately from an initial transaction attempt, as it will include "RETRY PYMT" in the line item description.
- Learn more about what ACH returns & retry attempts with Pay by Bank, and how they can result in temporary blocks or declines.
What qualifies as a true duplicate charge?
Dutchie requires a unique order ID to complete a Pay by Bank transaction, which makes a true double-charge extremely uncommon, as an order can not be finalized at the POS (and charged to a Pay by Bank user's account) if a payment request for that order ID has already been sent for authorization and the register system will error out if this is attempted. With this in mind, a true duplicate charge would have the exact same amount, date, time, and order ID.
What can I do to verify a charge has posted?
- Review your bank account regularly after making any ACH purchase; transactions shown in a pending state should not be considered complete, and until a transaction shows as posted, always ensure funds remain in the account to cover the purchase.
- If you see a line item for a Pay by Bank transaction that includes "RETRY PYMT" in the line item description, search your bank transactions to confirm the initial attempt did not succeed, or contact your bank to inquire about any recent returned payments on your account to verify the failure of the initial payment attempt.
- Pay by Bank has transaction email communications for users to help bring transparency to the payment process. Click here to learn about emails you may receive if the dispensary you shop at has opted in for these kinds of transactional communications to their consumers.
- If you've ruled out the above scenarios, collect a screenshot of the suspected duplicate charges from your bank statement or banking app as proof of charge, redact all sensitive information - never share full account numbers, details, or private personal information through email or chat support channels.
Ensure the proof of charge captures:- Transaction date(s)
- Transaction status (pending or posted if this displays in your app)
- Transaction line item description(s)
- Transaction amount(s)
- Then reach out to Dutchie Support for further assistance and payment verification.