If you've placed an order by mistake or have concerns about pending charges after initiating a purchase, here's what you need to know about cancellations and authorization holds.
Understanding Cancellations and Pending Charges
When ordering from Join Polly, circumstances may arise where you wish to cancel your order. However, the steps you need to take depend on whether the order has been finalized or is still pending.
Incomplete Orders: If you haven’t yet completed required steps, like filling out an intake form or finalizing a quiz, an actual order hasn’t been processed. Any charge appearing on your account is likely a temporary authorization hold from your bank. This is not an actual charge and will automatically drop off based on your bank’s processing policies.
Authorized and Mistaken Orders: If an intake and associated order are submitted in error, you may see a temporary authorization hold on your bank account. These holds are not final charges. If you’d like to cancel, please contact customer support as soon as possible so we can review your request before any clinical review or pharmacy processing has begun.
Unauthorized or Accidental Orders: If an intake and associated order were submitted unintentionally, please contact support right away. Our team will review your request and, if your provider has not yet completed their review and the prescription has not been processed by the pharmacy, we will cancel the request. Authorization holds may appear temporarily but will not result in a completed charge if the request is canceled in time.
How to Handle Different Scenarios
1. Incomplete Intake or Signup Process
When you haven’t completed the onboarding process (e.g., a required quiz or intake form), no payment is finalized even if you see a pending charge. The displayed amount serves as a temporary authorization hold used to verify your payment method. These holds drop off automatically as per your bank's timeline. No cancellation request is necessary in this case.
2. Canceling an Order Placed Today
If you placed an order earlier and want to cancel it, first check if the order has been finalized. If it hasn’t, contacting support may not be necessary since no payment is captured. Any pending charge will expire automatically. In cases where the order has been finalized, reach out to support as soon as possible to ensure a successful cancellation.
3. Orders Involving Klarna or Similar Services
Special scenarios, such as checkout via Klarna, should be handled similarly. If your medical treatment or order hasn’t been approved and finalized, no funds will be deducted, and authorization holds will drop off without requiring your intervention.
4. Mistaken and Unauthorized Orders
Mistakes happen, and customers often wish to ensure such orders are canceled promptly. In these cases:
Contact customer support immediately to stop processing or shipping.
After support confirms cancellation, authorization holds seen on your account should automatically be released by your bank within a few business days.
Key Points on Temporary Authorization Holds
What Are Authorization Holds?: These are temporary records from banks to verify payment methods. No actual funds are deducted unless the order is finalized and processed.
No Action Needed for Holds: Typically, authorization holds will drop off automatically within your bank’s specified timeline. Contact your bank for precise details regarding when these will expire.
FAQs
Q: What if I want to cancel an order after it has shipped?
If the order has already been shipped, the cancellation process may vary. In such cases, contact support for guidance relevant to your specific scenario.
Q: Can I cancel without contacting support if my intake form is unfinished?
Absolutely. If the intake form isn’t completed, the order is considered incomplete, and no further action on your part is necessary.
Q: How long will my bank take to release pending holds?
Banks generally process hold releases in a few business days. Check with your specific bank to understand their exact timelines.
Conclusion
By understanding the differences between incomplete, unauthorized, and mistaken orders, you can determine the appropriate steps to cancel or manage pending charges effectively. Always contact support promptly for order cancellations to ensure smooth resolution.