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A chargeback is when a member’s credit card or financial institution rejects Costco’s request for payment or is disputing the charge from Costco on the member’s behalf. Answers to frequently asked questions about chargebacks are below. HOW DO I MAKE A PAYMENT? CAN I SIMPLY UPDATE MY CARD ON FILE? For security purposes, Costco cannot access any card information stored on your account unless the card has been previously charged. For details on how to make a payment, please see the notice emailed to you for additional instruction or contact us at 1-800-955-2292. CAN I MAKE A PAYMENT IN PERSON? Payments due to Costco.com cannot be made at physical Costco locations. ARE PAYMENT PLANS AVAILABLE? Costco.com does not offer payment plans for online purchases. Received items would need to be returned or the chargeback settled in full to bring your account to good standing. MY CITI COSTCO ANYWHERE VISA® NUMBER CHANGED. WHY DON’T YOU HAVE MY NEW NUMBER? Costco does not have access to any personal financial records. These are secure between you and your card issuer. WHY WAS MY PAYMENT REJECTED? Your payment could be rejected for one of the following reasons: Your credit card has been reissued prior to shipment. Your financial institution may have closed the transaction prior to completion for your security resulting in the charge being declined. To confirm you have not been charged, review your bank statements or contact your financial institution for additional support. WHY WAS MY CREDIT CARD CHARGED TWICE FOR MY COSTCO.COM ORDER? Credit Cards Before your item ships, you’ll notice a pre-authorization hold in the amount of your order on your card statement. The pre-authorization validates the credit card number, status, available credit line and billing information to ensure that it matches exactly what the bank or credit card company has on file. At this point your card hasn’t been charged yet. Once an authorization is received, you may notice a decrease in your available credit line. Your bank or credit card company may put a hold on this dollar amount for a specified period of time. Each financial institution has a different policy on the time period of authorization holds. Also, please note that before authorizing the final sale, your bank may attempt to contact you for additional information. Debit Cards Contact your bank or credit card company directly to learn about their specific authorization policies. I DIDN’T RECEIVE AN ITEM OR ITEMS ON MY ORDER, SO I DISPUTED THE CHARGES Please reply to the chargeback notice sent to you via email or call us at 1-800-955-2292 to let us know what Items you did not receive and one of our specialists would be happy to assist you! WHY CAN’T I SEE ANY CHARGEBACKS ON MY COSTCO.COM ACCOUNT? At this time, Costco.com does not reflect disputes/rejected payments on your Costco.com profile. We are always working to better the experience for our members, and we hope to provide an option for this in the future.
I ALREADY CLOSED THIS DISPUTE WITH MY BANK. WHY IS COSTCO STILL CONTACTING ME? It can often take 45-90 days for Costco to receive funds from a reversed dispute after they have been debited from your account. To speed up the process, you can respond to the email notice sent to you and provide us with a dispute closure notice or copy of your statements detailing that you have been rebilled so we may confirm the resolution with your financial institution.
ARE MY ORDERS CANCELING BECAUSE I HAVE AN ACTIVE CHARGEBACK? If you have an active chargeback on your account, you will be unable to process a successful order on Costco.com, Costco.ca, or create a booking with Costco Travel until the chargeback has been resolved.
I PAID FOR THIS ITEM WHEN I PLACED THE ORDER. WHY WOULD COSTCO SEND OUT ITEMS THAT HAVE NOT BEEN PAID FOR? Costco.com only charges you for items as they are shipped, however, when you place your order, you will see a temporary pre-authorization hold for the total order amount, which is replaced by the final charges upon shipment. We pre-authorize all transactions in order to ensure payment will be processed regardless of if a card is changed. Sometimes, your financial institution will close out the pending transaction for your protection or the pre-authorization may expire and we are not notified until the item has already been shipped.(责任编辑：) |