Billing

My order was declined, but I just checked with my bank or credit card issuer and they say I was charged for the declined orders. Why is that?

Don't worry, you are NEVER charged for declined orders. Your bank or credit card issuer still shows those charges as pending until they receive final confirmation that those orders were in fact declined, which usually happens in the evening.

When you make a purchase online, your credit card is not actually charged at that moment. The card processor checks with your bank or credit card issuer to first make sure you have enough available credit to complete the purchase. At that time, your bank or credit card issuer places a hold, or pending charge, on the amount of the intended purchase against your card. The card processor then makes sure the other information you input (for instance, your address) is correct, and if all is well the transaction is processed. If not, such as if you enter an incorrect address, then the transaction is declined.

In either case, your bank or credit card issuer still only has the pending charge on your account. The transaction won't be finalized until the early evening when the card processor sends final confirmations for all of the day's transactions to the banks as explained above.

So, if you had 3 transactions declined and one accepted at 2:00PM, and then checked with your bank at 3:15PM, they would still show all 4 transactions on your account. That is because they won't know until later that evening that 3 were declined. Once they receive that information, those pending charges will be removed from your account.

Charges made after that day's transactions are confirmed, will be processed with the following day's charges.

This is NOT a situation unique with this website, but it is how virtually all online transactions are handled.

PLEASE NOTE: Some banks or credit card issuers can take 48 hours or longer before they remove pending charges.

Why is my credit card being declined?

On the Payment screen, make sure that you enter the name exactly as it appears on the credit card and the billing address as it appears on the credit card statement. The taxpayer's name and address will automatically flow onto the Payment screen, but if you are using a credit card that has a different name or address than what is shown on the tax return, you need to type in the name and address for that credit card on the Payment screen instead of using the tax return name and address.

Also make sure the Card Code (the three or four digit number, that is usually on the back of the card) is entered correctly.

My e-filed tax returns were rejected and I had to print and mail my tax returns. Why am I charged a fee?

The fee is for the preparation of your tax return whether e-filed or printed to mail in. There is only one fee for tax preparation. There are not separate fees for e-filing. Many people choose to just print their tax returns to send through the mail. Many choose to e-file the returns. Others are unable to e-file the tax returns successfully to the IRS and need to print the tax returns to mail. There is only one fee for tax preparation whether the tax returns are mailed or e-filed.

Why am I charged a fee before I e-file my taxes?

Once a customer passes the Payment screen, the tax returns are available to be printed to mail to the IRS or to e-file to the IRS. There are still several screens to complete between the Payment screen and the Submit Return for Processing screen, but greater access to view the tax returns is given once the customer is past the Payment screen. There are not any other fees once you go past the Payment screen. So you can wait to file your taxes or you can complete the process by going to the Submit Return for Processing screen and clicking the Send Tax Return button.

My credit card was declined, but the bank shows the charge. How can I finish my return?

When a credit card is declined, the credit card company still pre-authorizes the charge which will show as a pending charge on your bank statement. Since the card was declined, the transaction will not be completed and the pending charge will disappear from your bank statement in a few business days.

To continue with your tax return, either use a different credit card, or double check the name and address shown on the Payment screen to make sure it is matching the name and address listed with your credit card company so that the card will not be declined the next time used.

Why was my credit card billed twice?

You will not be charged twice.

Two pending charges will show on an online bank statement if your first attempt to pay fails and you correct your credit card information and submit a second time. Whenever a payment is submitted, the charge is automatically pre-authorized by the credit card company even when the card is declined by the credit card company. This charge shows up as a "pending" charge on your bank account. If our system accepts that payment, we send that charge through and it will post to your account. If our system declines your payment, then that charge will not be fully processed and the pending charge will go away within a few business days.

If you have a double charge because you clicked multiple times on the Pay Now button on the Payments screen while the credit card was being processed, any extra charge will be taken off automatically. There will be two or more pending charges on your online bank account, but after a few business days the extra pending charges will go away and only one transaction will be processed.

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