Occasionally, customer's may query a transaction as it has appeared on their statement with a 'Transaction Date' that is different to the date that they actually visited a store and made a purchase. This is often the case if the customer's purchase took place on the weekend as settlements are often only finalised on business days.
If this occurs, the best advice to the customer is simply to explain that their has been a 'delay in settlement' for their transaction meaning when the purchase took place (i.e it first appeared as 'pending' or 'authorised' on their statement) to when it was finalised (i.e charged) took some extra time. Whether the 'Transaction Date' on their statement updates when the charge is finalised will be dependent on their financial institution.
If they are still concerned LOKE Support can provide a more details break-down of their history and the specific timings on an individual transaction.
For those looking for some more details:
Basically, there are 4 parts to a transaction:
- Creation/Authorisation (Check the card/available funds)
- Submission
- Settling
- Settled
In some instances, the last 3 'parts' of the transaction may delayed, this is rare, but can occur and can cause confusion or questions for some customers. The reasons for the delay in settlement can be varied and while could be related to their card provider (i.e Visa, Mastercard), bank (i.e CBA, Westpac, ING) or national/internal incidents, or even fraud checks on the transaction. It won't impact the amount being charged.
If this occurs, the best advice to the customer is simply to exlain that their has been a delay in settlement for some of their transactions meaning when the purchase took place (i.e it first appear as 'pending' or 'authorised' on their statement) too when it was finalised (i.e charged) took some extra time.