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First, check the order’s live status and every notice from the retailer or delivery platform. Then contact support from that order record, ask whether the order will be delivered, rescheduled, converted to pickup, or canceled, and ask how the payment will be corrected. Before assuming you were charged twice, check whether each card entry is pending or posted: a pending authorization is often a temporary hold, not a second completed payment. Save the order number, outage notice, support case, and transaction screens. If a canceled or undelivered order leaves a posted charge, ask the merchant to reverse it and escalate to your payment provider if the merchant does not resolve it.
Start by separating the order problem from the payment problem
A store outage can affect two different systems: the order may be late, changed, or canceled, while the payment system may continue showing an authorization for a time. Handle them separately so you do not mistake a delivery delay for a billing error or a temporary hold for a duplicate charge.
| What you see | What it usually means for your next step |
|---|---|
| Order is still active and the delivery window has not passed | Watch for a revised message, but contact support if the outage notice says the order cannot be fulfilled. |
| Delivery window passed and no delivery arrived | Ask the retailer or platform whether it is rescheduling, converting the order to pickup, or canceling it. |
| Order says canceled; card entry is pending | Ask when the authorization will be released. The bank, not always the retailer, controls the hold’s disappearance. |
| Order says canceled or never delivered; transaction is posted | Request a refund or reversal from the merchant and keep the written record. |
| Two entries are both pending | Do not call them duplicate completed charges yet. They may be temporary authorizations. |
| Two entries are posted for one order | Ask the merchant to identify and reverse the extra transaction, then contact the issuer if it is not corrected. |
Delivery windows are not always guarantees. Instacart’s Terms say, “Any delivery window or timing provided with your order is an estimate only and is not guaranteed,” and describe delays caused by operational or external factors. Walmart similarly directs customers to customer care after a delivery window has passed. Whether you receive a refund, fee credit, or replacement depends on the retailer, platform, order stage, location, and payment method.
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1. Check the order status and outage notices
Open the retailer or delivery platform’s order page, confirmation email, text messages, and push notifications. Look for a status such as delayed, rescheduled, converted to pickup, canceled, returned to store, or delivered. Record the original promised window and the current status before contacting support.
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- Take a screenshot of the status, outage notice, and promised delivery or pickup time.
- Confirm whether substitutions, missing items, or a changed total appear in the order.
- Check whether the order is still active even if the store’s general app or website is having trouble.
If the app will not load, use the order link in the confirmation message, the retailer’s website, or the customer-care channel listed on the receipt. Give the representative the order number rather than starting a new order, which could create another authorization.
2. Ask what will happen to the order
Use the support route attached to the order and ask three specific questions: Is the order still active? If it is not, when will the cancellation or reschedule be recorded? What payment correction, refund, or fee adjustment will be made?
When the order may be rescheduled
A delayed order may receive a new time window. Do not assume that accepting a new window also confirms the original delivery fee, tip, substitutions, or item availability. Ask support to state those terms in the case record.
When pickup is offered instead
Walmart says a delayed delivery may generate a text or push notification offering conversion to pickup within the next 24 hours. If the customer picks up under that process, Walmart says it will refund the delivery fee and tip. The offer, timing, and fee treatment are Walmart-specific; other retailers may use different options.
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When the order is canceled
Ask whether cancellation occurred before shopping, during shopping, or after delivery activity began. Instacart says cancellation can be easier before shopping starts; after shopping or delivery begins, cancellation options and refunds may be limited and fees may apply. The support agent should explain the rule that applies to your order rather than a general outage policy.
3. Report missing, late, or damaged items through the order record
Describe exactly what happened: the order was late, never arrived, was canceled after the outage, or arrived with missing or damaged items. Attach the relevant screenshots and request the remedy you want—rescheduling, refund of undelivered items, reversal of fees, or clarification of the payment hold.
Instacart’s help guidance says eligible issues, including late or delayed orders and orders that never arrived, can be reported in the app or website using its help or problem-reporting route within three days of pickup or delivery. That three-day period is an Instacart policy, not an industry-wide deadline. The same guidance says an issue reported within 24 hours may receive a same-day refund, but that is conditional and does not guarantee a particular result.
Instacart also says eligible refunds are processed immediately, while the bank or payment method may take additional time to display the funds. A support message saying “refund processed” therefore does not necessarily mean the balance will change instantly.
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4. Check whether the card entries are pending or posted
Open the transaction details in your banking app or online statement. Write down the amount, merchant descriptor, date, and status of every entry. “Pending,” “authorization,” or “hold” is different from a posted transaction that has settled.
Why two pending entries can appear
Instacart explains that multiple pending authorizations are temporary holds and are not necessarily duplicate charges; it says the final order total is charged. A retailer may authorize an estimated amount, adjust it for substitutions or unavailable items, and leave an earlier authorization visible until the bank releases it. Do not dispute two pending entries as duplicate completed charges without checking whether one disappears or changes when the order settles.
What a canceled order does to a pending hold
Walmart says it will not charge a canceled order, but a temporary authorization hold may remain. Walmart also says the bank controls removal of that hold under its own policies and that Walmart cannot remove it. Ask the bank how long its release normally takes, but do not confuse that estimate with a refund period for a posted transaction.
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Two posted transactions for one order, or a posted transaction that remains after cancellation and nondelivery, are stronger evidence of a billing error than two pending entries. Ask the merchant to identify which transaction is valid and reverse the other one. Request a case number and written confirmation of the amount and processing date.
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5. Keep a compact evidence file
Save the information needed to show both the delivery failure and the payment status. A single folder or note is enough.
- Order number and retailer or platform name.
- Date, promised delivery or pickup window, and actual status.
- Outage, delay, cancellation, or return-to-store messages.
- Screenshots showing each transaction as pending or posted, including amounts and dates.
- Support chat transcripts, emails, phone case numbers, and the agent’s promised remedy.
- Receipts for replacement groceries if support asks you to document a direct loss; do not assume such costs will be reimbursed.
Keep the original notices even after the order page changes. If a charge later posts, the earlier pending screen can show how the transaction developed.
Retailer-specific paths and timing
| Retailer or platform | Published guidance relevant to an outage | Important qualification |
|---|---|---|
| Instacart | Delivery timing is an estimate; multiple pending authorizations are not necessarily duplicate charges; the final order total is charged. Eligible late, delayed, or never-arrived issues can be reported in the app or website within three days of pickup or delivery. Refunds are processed immediately by Instacart, but display time depends on the bank or payment method. | Cancellation, fees, and refund eligibility can change after shopping or delivery begins and can depend on the item and retailer policy. |
| Walmart | A delayed delivery may offer conversion to pickup within the next 24 hours. Walmart says pickup through that offer results in a refund of the delivery fee and tip. If a returned delivery cannot be rescheduled, Walmart says it will cancel the delivery order and not charge it. | After a canceled order, a bank-controlled authorization hold may remain. Walmart’s cancellation guidance states that a credit- or debit-card refund can take up to seven business days; that is separate from release of a pending hold. |
6. Escalate a posted charge that the merchant does not fix
Contact the retailer or delivery platform first, preferably in writing. State that the order was canceled or not received, identify the posted transaction, and ask for a reversal. Give a reasonable response deadline based on the company’s stated process and keep the case number.
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Credit-card billing-error option
The Consumer Financial Protection Bureau (CFPB), in guidance last reviewed in 2024, says a charge for goods not received or delivery not accepted can be a credit-card billing error. It advises sending a billing-error notice to the card company within 60 days after the charge appears on the statement. Follow the issuer’s instructions for where and how to send the notice; a phone call alone may not satisfy the issuer’s written-notice process.
The CFPB guidance focuses on credit cards. It does not establish the same protection or deadline for debit cards or every other payment arrangement, and it notes that protections can differ for buy-now-pay-later products not offered through the credit card.
How federal delayed-shipment guidance fits—and where it does not answer the question
The Federal Trade Commission (FTC) explains that its Mail, Internet, or Telephone Order Merchandise Rule covers most goods ordered remotely. In the FTC’s description, a seller must meet its stated shipping promise; if a delay occurs, it must provide notice and a choice to agree to the delay or cancel for a full refund.
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Common mistakes that make an outage claim harder
- Ordering again before clarifying the first order. A replacement order can create a second authorization and make the account look like it has duplicate charges.
- Calling pending entries “fraud” immediately. First confirm whether they are temporary authorizations and whether one is tied to an updated final total.
- Waiting past a platform’s reporting window. Instacart’s three-day period is one example; other services may use different limits.
- Assuming a canceled order means the balance changes instantly. Cancellation, refund processing, and bank posting or hold release are separate events.
- Relying on a general shipping rule as a guaranteed grocery remedy. The FTC’s guidance does not settle every perishable or same-day transaction.
- Disputing before asking the merchant. A merchant case record can identify the correct transaction and may resolve the issue faster than a formal dispute.
What to say to support
Use a short, factual message that distinguishes the order and the payment:
Order number: [order number]
Promised window: [date and time]
Current status: [delayed/canceled/not delivered]
Payment entries: [amount and pending or posted status]
Request: Please confirm whether the order will be fulfilled or canceled, and explain when any refund, reversal, or authorization release will occur.For a posted duplicate, add: “I see two posted transactions for one order. Please identify the valid transaction and reverse the extra charge.” Do not include full card numbers in chat or email.
Bottom line: match the remedy to the transaction status
Use the retailer or platform’s order-support channel to establish what happened to the groceries, then use your bank statement to establish what happened to the money. A pending authorization is usually a hold that may disappear without a refund transaction; a posted charge for canceled or undelivered groceries requires a merchant correction or, if necessary, a payment-provider dispute. For U.S. credit cards, the CFPB’s 60-day billing-error notice period is the key deadline cited here. Every other deadline, refund amount, and hold-release time must be confirmed with the actual retailer, platform, and payment provider.
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