What Is a Force Capture?
Force Captures are a unique type of transaction that occur when a merchant triggers a charge to your card after you have made a purchase.
There are two main reasons why a Force Capture may occur:
The merchant may have failed to process the initial transaction correctly.
The merchant believes that the original transaction amount was incorrect.
In either case, a merchant can decide to “force” a charge to your card, which will cause a change in your CAD balance and in some cases cause it to go into the negative.
This can happen if you make additional purchases, withdraw some crypto or cashout to your bank account between the time of the initial transaction at the merchant and when the force capture is initiated.
What do I do if I see a Force Capture?
When you see a Force Capture in your transaction history, there are a few of steps you can take:
Head to your transaction history to find any additional transactions you have have made with the merchant who initiated the force capture
Note the final value of these previous transactions and verify them with the receipt you received from the merchant and the goods you received
Often the value of the previous transactions in your Shakepay app will be smaller than your receipt from the merchant
Most times a force capture and the final value of any previous transactions at the same merchant will total the actual value of the goods/services you received
If there is an error in the total amount you have been charged you can always open a dispute or reach out to Customer Support Team for more information
Force Capture refund process and timeline
The merchant should proceed by refunding you the original purchase. Once the merchant sends us confirmation that the purchase was reverted, we will be able to credit the funds back into your account.
Please keep in mind that the timeframe you will receive this is at the merchant's discretion and Shakepay does not have control of when you will receive your funds. This can take anywhere between 2 to 30 days.
If you have been waiting longer than 30 days, please reach out to the merchant. You can also reach out to our Customer Support Team and we will be happy to look into it for you!
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