I don't recognise this charge

Dockstall is a service independent sellers use to run their stores. Your card statement shows the seller's business name, so it may not say Dockstall at all.

Work out what it was

1. Search your inbox for emails from hello@dockstall.com, or for "Your purchase from" and "Payment received by". They name the seller and the amount.
2. Go to dockstall.com/orders and enter your email under Find a purchase. Repeat with any other address you use. Your orders list the seller, date and amount.
3. Ask anyone who shares your card, such as family members.

We can't look up a purchase from your card number, because card details never reach us.

If you find the order

You've found the seller. Write to them with your questions. If you want your money back, see ask for a refund.

Sorting it out with the seller first is usually quickest. If a payment is later reversed through a bank dispute, your access to the purchase can end.

If you find nothing

The charge may have nothing to do with a Dockstall store. Your bank can give you the full details of the charge, including who took it.

If your card was used without your permission

Contact your bank or card issuer. They can protect your card and explain your options. That's the right place for this, because only they can act on your card.

If you think a store on Dockstall is behind it, tell us too on the Report page. See report a store or product.

Charged twice

Check dockstall.com/orders for two orders.

• Two orders: write to the seller and ask them to refund one.
• A one-time payment link paid twice: the second payment is refunded automatically, and you get an email titled "Your duplicate payment was refunded".
• One order, two charges on your statement: ask your bank whether one of them is only pending.

Declined, but the money seems to have gone

Ask your bank whether the charge is final or pending. If no order appears at dockstall.com/orders and the bank says it's final, write to the seller with the date and amount.