Sainsbury's SmartShop payment issue

_Anna_

Dear all,

A few weeks ago, I made a payment using the SmartShop app at Sainsbury’s. I first tried Bank Card 1 three times, and each time I received a rejection message. I then used Bank Card 2, and the payment went through successfully.

However, when I later checked my statements, I discovered that all four attempts had been charged—three times to Card 1 and once to Card 2.

I contacted Sainsbury’s through their website, but I haven’t received any reply. Does anyone know what the best next step would be? Should I reach out to Bank 1’s customer service, and would they be able to help with this?

Thank you in advance for any advice.

TadleyBaggie

Didn't think there was an app based Smart Shop, they were trialing something like this several years ago where you used an app on your smart phone to scan each item, but it never came to fruition Nowadays it's just using one of their handheld scanners. You load up your shopping via a QR code on the terminal, after the it is just normal interaction that anyone who scanned manually would do.

When you say bank card, is this a debit card? If so I would contact Bank 1 and request a chargeback.

user1977

TadleyBaggie said:

Didn't think there was an app based Smart Shop, they were trialing something like this several years ago where you used an app on your smart phone to scan each item, but it never came to fruition Nowadays it's just using one of their handheld scanners. You load up your shopping via a QR code on the terminal, after the it is just normal interaction that anyone who scanned manually would do.

You can do the scan-and-go via an app as well (in fact I did so earlier today):

https://apps.apple.com/gb/app/sainsburys-smartshop/id976551005
https://play.google.com/store/apps/details?id=com.sainsburys.ssa&hl=en_GB

I didn't know payment via the app was possible, but apparently that's an option in convenience stores which don't have the dedicated checkouts.

Can't add anything to the OP's actual problem though, sorry!

TadleyBaggie

user1977 said:

TadleyBaggie said:

Didn't think there was an app based Smart Shop, they were trialing something like this several years ago where you used an app on your smart phone to scan each item, but it never came to fruition Nowadays it's just using one of their handheld scanners. You load up your shopping via a QR code on the terminal, after the it is just normal interaction that anyone who scanned manually would do.

You can do the scan-and-go via an app as well (in fact I did so earlier today):

I'd completely missed that, although it was sitting in the iCloud on my device, so I must have installed it at one point.

PHK

You should query the transactions with your bank, normally when you look at the transaction in your app or online there will be a button or link to tap in order to query the transaction. 

born_again

_Anna_ said:

Dear all,

A few weeks ago, I made a payment using the SmartShop app at Sainsbury’s. I first tried Bank Card 1 three times, and each time I received a rejection message. I then used Bank Card 2, and the payment went through successfully.

However, when I later checked my statements, I discovered that all four attempts had been charged—three times to Card 1 and once to Card 2.

I contacted Sainsbury’s through their website, but I haven’t received any reply. Does anyone know what the best next step would be? Should I reach out to Bank 1’s customer service, and would they be able to help with this?

Thank you in advance for any advice.

Have  the payments actually debited your account, or have they just been authorised & taking up your avaiaible funds?

This is one reason when getting a declined payment to check your bank account to see if this is a bank security check, or a system error at retailer end. 

_Anna_

Dear all,

thanks for your replies. I am answering all your questions below.

1. When you say bank card, is this a debit card? Yes, it is.
2. Have  the payments actually debited your account, or have they just been authorised & taking up your avaiaible funds? My account 1 has been debited three times.

born_again

_Anna_ said:

Dear all,

thanks for your replies. I am answering all your questions below.

1. When you say bank card, is this a debit card? Yes, it is.
2. Have  the payments actually debited your account, or have they just been authorised & taking up your avaiaible funds? My account 1 has been debited three times.

Speak to your bank if they have fully debited & showing on your statement.