If you see more than one entry for MedExpress on your bank statement, it is 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 guide to understand:
The difference between a pending authorisation and a completed charge.
Why these entries appear on your statement.
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 ensure they are available. This is known as a pre-authorisation.
It is not a completed payment: The bank has not 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 does not collect the funds: Since the transaction was declined or duplicated, we will not claim the extra money.
How long until the money is released?
Because the transaction was not 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: Look for two separate order confirmation emails.
Contact us: If you accidentally placed two identical orders, please reach out to us immediately.
Cancellation: We can cancel the duplicate order and issue a refund as long as it has not yet been prescribed by our clinical team.
Need further support?
If you still need help after reviewing the information above, additional assistance is available.