Customers should note that a 15% tip provision applies to payments made through service terminals. This means that you must ensure that 15% of the original transaction value is available to cover this provision. Please note that only the original transaction amount will be charged to your card. However, the transaction will not be authorised unless the 15% is available on your card in the first place. These type of terminals are most commonly used in hotels, restaurants and for ticket booking services. However, we have also seen them used by the Taxi Regulator and the NCT Centre.
What is a pending transaction?
A pending transaction is a temporary charge held against the available funds on your account. It relates to an approval issued by the bank in response to an authorization request sent in by a merchant. The transaction is in a pending status until it has been cleared (or settled) by the company in question. Typically transactions are cleared at the end of each day. In all cases, pending transactions relate to purchases or withdrawals that have not been settled.
What happens to a pending transaction?
In most cases a pending transaction will be settled and converted into a completed transaction (purchase) within a day or two of the date of the transaction. If a pending transaction is not settled then it will stay in pending and be automatically released back into the customer’s available balance after 30 days. To release a pending transaction before this we will need you to do the following:
•Contact the merchant you had the transaction with.
•Ask them to provide you with written confirmation (via fax or email) stating that the transaction was a pre-auth, cancelled or declined.
•The company will need to state the following:
1. The company name
2. The date of transaction
3. The amount of the transaction
4. The authorisation code of the transaction.
Please forward this email to the Helpdesk on firstname.lastname@example.org or fax (0353) 45 898798 with your Customer Number in the subject line. Once we receive this information we will immediately forward it onto our issuing bank to request for the transaction to be cancelled and the money returned to your account. If the email provides sufficient evidence that the transaction has been cancelled by the merchant then the bank will cancel with pending within 24 working hours.
Please note: the bank reserves the right to refuse to cancel a pending transaction if it believes that the information provided by the merchant is not sufficient.
For further information please contact our Customer Service Helpdesk on 0203 0262 641.
Some companies may use 3D Secure when processing online transactions. Unfortunately there is no 3D Secure available on the SWIRL Gift Card. In most cases if a 3D Secure password is not entered the company will bypass this part of the process and accept payment from the card. SWIRL Card accepts no liability for any company who refuses to accept the card without this password.