Why has my card been charged twice?
Short
Sometimes ROES can misbehave. It just needs a refresh which can be done in a few clicks.
We will refund you the extra payments, of course.
Long
If you’re having trouble with submitting your order through Roes and receive a “Payment Error” warning, it is likely that your payment has still gone through, even if your bank account doesn’t reflect this. If this does happen, please select “Pre Paid” as your payment type and we will sort out the payment issue when processing your order.
If you have started your order again and resubmitted without selecting Pre Paid, you most likely have been charged twice or more. Our Order Processing team will check for overpayments daily and immediately refund any obvious multiple payments. We will generally keep one payment in our system if your order has not come through and email you about resubmitting your order. Refunds can take up to 7-10 business days to be refunded to your account.
To rectify your Roes issues, please find the diagnostics tool on the bottom right hand corner of the home page - then hit clear cache button. This just ensures the software is the latest version (We recommend doing this every month or so for future orders).
