FAQ

Why does my bank statement show multiple charges for one order?

In most cases reported to the QueStore, authorizations are often mistaken for extra charges. Authorizations are the result of normal bank processing and are automatically resolved by your bank.

A little background: when a payment is processed, a bank authorization is posted to a bank account statement while the charge is pending. An authorization is required for all credit card transactions as a passive check to ensure the amount of money being charged is actually in your account before the funds are transferred. These authorizations can appear on your billing statement next to the actual charge and appear as if you are being charged in duplicate.

Most banks will mark authorizations with a visual cue, such as the word "pending," to identify it as an authorization. Typically, these authorizations are automatically removed without affecting your bank account balance as soon as the actual charge is applied. Some banks take up to two days to remove authorizations. Only your bank will know for sure. You can check with your bank by calling the number on the back of your credit card.

If a bank authorization has been ruled out, please email us at QueStore@questcrew.com and we will be happy to investigate the issue from our side. 

Why has my order been canceled?

If you have accidentally created more than one order, the identical, non-processed order will automatically be deleted.  Please cross reference the canceled order number with the order processed. Typically, the canceled order is not the order that has been processed, but a duplicate. 

If a duplicate order has been ruled out, please email us at QueStore@questcrew.com and we will be happy to investigate the issue from our side.