Pre-Authorization/Holds
A standard pre-authorization is completed with each order placed and amount fully charged once the order has processed for shipping.
This is NOT a charge on your credit card; it simply verifies the available funds.
Once the pre-authorization expires, the funds are automatically released back to your account. Pre-authorization holds are only temporary and are not the same as actual charges. They are simply used to confirm that the account has sufficient funds available for the intended purchase.
Pre-Authorization Timeframes
Pre-authorization holds typically last 1–30 business days, with variations depending on your financial institution's processing policies or the type of account used.
Common Scenarios Leading to Pre-Authorizations
Order Not Completed: If the order process wasn’t completed, such as due to a technical issue or payment page freezing, a pre-authorization may still be placed on your account. This does not mean the order went through.
No Order Confirmation Email: If you didn’t receive an order confirmation email but see a pending charge, there’s a good chance no order was created, and the charge is a pre-authorization hold.
Cancelled Order: your card will not be charged but will see a pre-authorization.
Sold Out Order: your card will not be charged but will see a pre-authorization.
System Timeout: A timeout during the transaction process may result in a pre-authorization being placed even though no order was finalized. This does not constitute a confirmed order, and the hold will eventually drop off automatically.
Pending Authorization Without Order Confirmation: In rare cases, you may notice pending authorizations on your account without successfully placing an order. These holds will also be released following standard bank procedures.
Steps You Can Take
Customers do not need to take any action for the hold to be removed, unless it does not drop off as expected.
Monitor Your Account: Keep an eye on your statement to confirm when the pre-authorization hold is removed.
Contact Your Bank: If the hold hasn’t disappeared after 30 days, reach out to your financial institution for clarification.
Verify with the Merchant: If you’re unsure whether an order was created, check with SoftMoc Customer Care. You may be asked to provide details such as the payment method used, the first and last four digits of the card, and the amount charged. Be prepared to inquire with your financial institution in cases where the hold persists beyond expected timeframes or if there’s confusion regarding its status.