Why Did My Order Process to the Wrong Card or Address?Updated 2 months ago

When placing an order online, you may notice that your payment was charged to an old card or sent to a previous shipping address. This can be frustrating, but it usually happens due to how payment systems store and process your information. Below, we explain why this happens and how you can update your details to prevent it in the future.

Why Did My Payment Go to a Previous Card?

There are several reasons why your payment might still be applied to an old payment method:

1. Pending Transactions or Pre-Authorizations – If an order was initiated before you updated your payment method, the system may still charge the previously stored card.

2. Autofill or Saved Payment Preferences – Your browser or the website may have autofill enabled, which can override new details you enter.

3. Subscription or Recurring Payments – If your order is linked to a subscription, it may default to the last successfully used payment method unless updated within your account settings.

4. Stored Payment Information in Third-Party Systems – If you checked out using ShopPay, PayPal, or Apple Wallet, these services manage your payment methods separately.

5. Delayed Account Synchronization – Some websites take time to update payment details, which may cause them to use an older method.

6. Failed Authorization on the New Card – If the new payment method is declined, the system might automatically charge the last successful payment method.

7. Website or Payment Processing Glitches – Technical issues may cause the system to default to a previously used payment method instead of the updated one.

Why Did My Order Go to an Old Address?

If your order was shipped to a previous address, here’s why it may have happened:

1. Address Saved in Third-Party Payment Systems – Services like ShopPay, PayPal, and Apple Wallet often store shipping addresses separately from the website you’re ordering from.

2. Autofill or Cached Information – Your browser or the website may have automatically filled in an older address.

3. Default Address Not Updated – If you have multiple addresses saved in your account, the system may have defaulted to an older one.

4. Delayed Account Updates – Some retailers may take time to reflect address changes, especially if the order was already being processed.

How to Update Your Payment or Address Information

If your payment was charged to the wrong card or sent to the wrong address, follow these steps to update your details properly:

Updating Payment & Address in Third-Party Payment Services

• ShopPay

  • Log in to ShopPay and update your payment and shipping details.

  • Changes made on a retailer’s website will NOT update your ShopPay account.

• PayPal

  • Log in to PayPal and update your payment methods and shipping addresses.

  • Ensure you select the correct details during checkout.

• Apple Wallet (Apple Pay)

  • On your Apple device, go to Settings > Wallet & Apple Pay.

  • Update your payment method and shipping address directly in your Apple Wallet.

  • Changes made on a website do NOT sync automatically with Apple Pay.

Updating Payment & Address on a Retailer’s Website

1. Go to your account settings on Pet Honesty's website.

2. Edit or remove outdated payment methods to ensure they are not charged.

3. Check your default shipping address and update it if necessary.

4. Before completing your order, double-check the payment method and address used during checkout.

5. If using a 3rd Party Payment Service, be sure to check and update the information there as needed. 

What to Do If Your Order Was Sent to the Wrong Card or Address

• If your payment was charged to the wrong card, contact Pet Honesty immediately to see if we can update the transaction.

• If your order was shipped to the wrong address, contact Pet Honesty Consumer Experience to see if the address can be changed before shipping. 

• If the order has already shipped, you may need to work with the shipping carrier to reroute the package.

Final Tips to Prevent Future Issues

✔ Always update your payment and shipping details within third-party payment services if using ShopPay, PayPal, or Apple Pay. 

✔ Remove old payment methods and addresses from your accounts to avoid accidental selections. 

✔ Double-check all payment and address details at checkout before confirming your order. 

✔ Contact customer support immediately if you notice an error.

By taking these steps, you can ensure your payments go to the correct card and your orders are shipped to the right address every time.