Order Inquiries, Returns, and Refunds
When to Contact Bolt Versus the Merchant
Before you contact the merchant, ensure they are the right person who can help with your order. See the table below to determine whether to contact Bolt and when to reach out to the merchant.
|Create a Bolt Shopper account||Adjust size, quantity, color or model of item|
|Update email for Bolt Shopper account||Change shipping address|
|Update the payment method for your Bolt Shopper account||Verify shipping address|
|Change the contact name on a Bolt Shopper account||Change recipient name|
|Change the contact phone on a Bolt Shopper account||Add a gift message|
|Order review for a failed/rejected transaction||Add a gift receipt|
|Unrecognized log-in attempts to Bolt Shopper account||Change payment method|
|Delete Bolt Shopper account||Cancel an order|
|Chargeback disputes||Questions about items you ordered|
|Unable to receive SMS code||Order Tracking Information|
|Bolt Shopper account recovery||Shipping ETA|
|Adding a coupon/promotional code to your order|
|Coupon/promotional code not working|
|Missed deadline date of coupon/promotional code|
|Item/model out of stock|
|Questions about other items in stock|
|Errors with merchant’s website|
|Order arrived damaged|
|Order never arrived when delivery was confirmed|
|Received the wrong item|
|Item missing from order|
|Order arrived too late|
|Order shipped to incorrect address|
How to Contact a Merchant
For inquiries regarding orders, order confirmation, change of shipping address, changing an amount, exchanging items, tracking information or to return items, contact the merchant directly. Contact information is available on the merchant’s store, in the receipt you received via email, and in the order details page.
A merchant’s store should also include their policies, which might help answer your questions.
What to Expect
The merchant will work with you and take the appropriate action to ensure your satisfaction as a customer.
Whether the merchant will issue a refund or not depends on their store policies. Common merchant actions include the following:
- Provide product information before you purchase to ensure your satisfaction, such as offering sizing guidance or additional details not available in the product listing
- If the order has not yet shipped, update order information or cancel the order
- Resolve issues with your order such as lost packages or defective/damaged goods
- Provide information about how to return an item and whether exchange or refund options are available
Why did my order fail authorization?
If you are unable to place an order with a valid payment method, contact your financial institution.
Why was my order rejected?
Rarely, you may see an order placed on hold as a standard security measure. We’re doing our due diligence to protect your information.
If this was an error, please contact the risk team for re-review.
Payments & Charges
Why can't I receive my refund to my original payment method?
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
- Alternative payment method credit
Why haven't I received my refund yet?
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?
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.
Why is my account showing a pending charge if the order was rejected?
When you use your card to pay for an order, the system places a temporary hold on your account to verify that sufficient funds are available. Since the transaction was rejected, we’ve cancelled the order and released the temporary hold.
Your account was not debited, so you will not receive a refund or a credit. The authorization will clear from your account sometime in the next 7 business days.