📍 Shoppers / Orders / Common Questions - Orders Common Questions - Orders Find answers to frequently asked questions about orders. Orders How do I change the payment method on an order? Click to expand. To change the payment method on an order, contact the merchant directly. How do I update my billing information such as a new card or change of address? Click to expand. You can update your details during the checkout. For more information, see this article. Why did my order fail authorization? Click to expand. If you are unable to place an order with a valid payment method, contact your financial institution assosiated with your credit/debit card. Why was my order rejected? Click to expand. If you see an order placed on hold, it is a standard security measure. Bolt will send you a notification email — please reply to that email to initiate an investigation. If you believe this was an error, contact the risk team for re-review. Payments & Charges Why is my account showing a pending charge if the order was rejected? Click to expand. When you attempt to place an order using your card, a temporary authorization hold is placed on your account to verify that sufficient funds are available. This is a standard security measure. If the transaction is declined, the order is automatically canceled and the hold is released. No funds are withdrawn from your account. Because this was only an authorization hold—not a charge—you won’t receive a refund or credit. The hold will disappear from your statement. It may take up to 7 business days for the hold to be fully cleared, depending on your bank or card issuer. If you have questions about the timeline or the status of the hold, please contact your bank or card issuer directly. Why can't I receive my refund to my original payment method? Click to expand. Card networks have varying rules about refund transactions, and some merchants may opt to provide your refund via a different payment method. This is so your refund processes faster and does not incur additional network fees. Refund methods may include the following: Gift card Store credit Check Alternative payment method credit Why haven't I received my refund yet? Click to expand. The processing time for a refund can take up to 7 days, but this timeline varies by bank. If you do not see a refund on your bank or card statements after 7 days, contact the issuing financial institution to resolve the issue. How do I report fraudulent use of my card? Click to expand. Contact your issuing bank to file a fraud claim or dispute a transaction. The bank and the merchant work together to handle these claims and determine liability.
