You See a Charge But No Order Confirmation?
This can be confusing and frustrating. Here's what's likely happening and how to fix it.
Understanding What Happened
Pending Authorization vs. Actual Charge
When you try to check out, two things happen:
Authorization: Your card is checked for available funds (a "hold")
Confirmation: The order is created and you're redirected to success
Sometimes step 1 completes but step 2 fails. You see a charge, but no order exists.
Common Causes
Browser closed during payment
Internet connection dropped
Payment page timed out
Technical glitch on our end or payment provider
Is It Really a Charge?
Pending vs. Posted
Look at your bank statement:
Pending: Authorization hold, not yet final - will drop off in 24-72 hours
Posted: Actual charge that went through
Most "ghost charges" are pending authorizations that never completed.
What to Do
Step 1: Check Your Email
Look for:
Order confirmation from ShopBroker
Email from PayPal or Stripe
If you got a confirmation, your order exists. Check spam folder too.
Step 2: Check Your ShopBroker Account
Log in (or create an account with the email you used) and look for:
Active orders
Purchase history
Transaction records
Step 3: Wait 24-48 Hours
If it's a pending authorization that didn't complete:
The hold will release automatically
Your bank shows it as "pending" then it disappears
No action needed from you
Step 4: Contact Us If Needed
If after 48 hours:
The charge is still "posted"
You have no order confirmation
You don't see the order in your account
Reach out to support with:
Date and time of attempted purchase
Approximate amount charged
Last 4 digits of your card
The item you were trying to buy
How We Help
We can:
Check our records for your transaction
Verify with PayPal or Stripe if payment was captured
Process a refund if needed
Help you complete the purchase if desired
Preventing This in the Future
During Checkout
Use a stable internet connection
Don't close the browser until you see confirmation
Wait for the "order complete" page
Look for the confirmation email
If It Seems Stuck
Wait at least 30 seconds
Don't click the payment button multiple times
Don't refresh the payment page
FAQ
Will I be double-charged if I try again?
If your first attempt truly failed, you won't be charged twice. But if you're unsure, wait to see if the pending hold drops.
How long do pending authorizations last?
Typically 24-72 hours, depending on your bank. Some can last up to 7 days.
Should I dispute with my bank?
Wait for us to investigate first. Disputes can complicate things and take longer to resolve. We can usually fix issues faster directly.
Can you see my transaction?
With your details (email, approximate time, amount), we can search our payment provider records on both PayPal and Stripe.
Prevention Tip
After entering payment details, stay on the page until you see the confirmation. If there's a delay, be patient. The processing might just take a moment.
Need Help Now?
Contact our support team. We'll investigate and make sure you're not charged for an order that didn't complete.