Duplicate or pending charge

Check the status of each transaction

Look for labels such as pending, authorization, processing, completed, or posted. A pending authorization may disappear or change when the final transaction settles.

If two completed charges remain

Contact Branch with the order number, charge dates, and amounts. Do not send a screenshot that exposes a full card number, security code, password, or other reusable credential.

Match each entry to an order

Compare the date, amount, and status of each transaction with the confirmations you received. A pending entry may relate to an authorization; your payment provider can confirm what that entry means and whether it has completed.

Look for more than one order reference, especially if you retried checkout after an error. Two different orders and two entries for one order are different situations. Tell Branch which you believe happened, and keep the receipts that support it.

Ask for a review without exposing your card

1. 1Include the Branch order reference or references and the email used for checkout.
2. 2List the date, amount, and pending or completed status of each entry.
3. 3Describe any repeated payment attempt or checkout error.
4. 4If you attach evidence, crop it to the relevant transaction information and hide unrelated activity and full payment details.

Wait for the confirmed outcome

Do not assume a pending entry will settle, disappear, or be refunded on a specific day. Branch’s published policy does not set a release deadline for your bank’s authorizations. Ask the provider about a pending entry and ask Branch to investigate duplicate completed payments or duplicate orders.