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Have I been charged for my cancelled order that failed verification?

If we cancelled your order during our verification process you have not been charged and payment has not been taken, however, a pre-authorisation will have occurred.

Pre-authorisation is the practice of validating electronic transactions by temporarily holding funds before they are charged.

During pre-authorisation the dollar value of your order is temporarily held by the bank until either the store charges the account (also called a 'capture') OR the transaction is cancelled. 

When your order is cancelled prior the capture, no funds are withdrawn and the value is released to your account or card.

The hold on the funds may appear as a ‘pending transaction’ on your statement for 4-7 business days (up to 10 business days depending on your bank).

If the funds are still pending on your account after this period, please contact PayPal or the credit/debit card issuer directly to open an enquiry.

JB Hi-Fi values your feedback. Our Customer Service Team answer online enquiries between 9am and 9pm AEST Monday to Friday and 10am to 6pm Saturday and Sunday. We always try to respond to enquiries within 48 hours during these times. 

For information about delivery timeframes or other frequently asked questions please check out our Help & Support page. 

Mail for JB Hi-Fi can also be sent to PO BOX 5190 South Melbourne VIC 3205.