Overview
If you see more than one entry for MedExpress on your bank statement, it's usually due to a "pending" authorisation rather than an actual double payment. This often happens if an initial payment attempt failed or if you clicked the "pay" button more than once.
Use this article when you want to:
Understand the difference between a pending authorisation and a completed charge
Find out why these entries appear on your statement
Learn how long it takes for your bank to release the funds
What Is a "Pending" Transaction?
When you attempt to place an order, your bank temporarily "holds" the funds to make sure they're available. This is known as a pre-authorisation.
It's not a completed payment: The bank hasn't sent the money to MedExpress yet.
Declined attempts: If your first attempt was declined but you were successful on the second try, you may see two entries. One is the successful payment, and the other is the bank holding funds for the failed attempt.
MedExpress doesn't collect the funds: Since the transaction was declined or duplicated, MedExpress will not claim the extra money.
How Long Until the Money Is Released?
Because the transaction wasn't completed, your bank will automatically release the hold on the funds.
Timeline: The funds are usually returned to your available balance within 3–5 working days.
Variation: Depending on your bank's specific policies, this can occasionally take up to 10 days.
What Should I Do If the Charges Are "Completed"?
In the very rare event that two separate orders were created and both show as "Completed" or "Settled" (rather than pending):
Check your emails for two separate order confirmation emails.
If you've accidentally placed two identical orders, MedExpress can cancel the duplicate order and issue a refund, as long as it hasn't yet been prescribed by MedExpress's clinical team.
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