Skip to content
English
Submit a Support Request
  • There are no suggestions because the search field is empty.

Did My Order Go Through? Pending and Duplicate Charges Explained

Use the confirmation page, order number, email, and completed charge—not a pending authorization—to verify an order.

Quick answer: A completed order should have an Order Number or confirmation page. A pending card authorization by itself does not prove that the order was successfully submitted. The Order Number printed on the receipt is the fastest way for Van Gogh to verify the purchase.

Signs the order was completed

  • A confirmation page displayed an order number.
  • A confirmation email or order receipt arrived at the checkout email address.
  • The customer-service email shown on Van Gogh order receipts is info@vangoghphoto.com.
  • The cart no longer shows the same unpaid items.
  • Customer Support can locate a completed order under the email, student, or transaction details.

Why a pending charge can appear

A bank may place a temporary authorization when a payment is attempted. If checkout failed, the authorization may remain pending until the financial institution releases it. Van Gogh does not receive or produce an order unless the transaction completed in the ordering system.

Before ordering again

  1. Check the inbox, spam, and promotions folders for a confirmation.
  2. Look for an order number on the final page or in the browser history.
  3. Check whether the cart still contains the same products.
  4. Contact Van Gogh when a charge appears but no order number can be found.
  5. Wait for Customer Support to verify the first attempt before placing a replacement order.

Possible duplicate completed charges

If two completed charges and two order numbers exist, send both order numbers to Customer Support immediately. Do not dispute the charge with the bank before Van Gogh has had an opportunity to review and correct an accidental duplicate; a bank dispute can slow resolution.

Important: Never send the full card number or security code. The checkout email, order amount, date, and last four digits are enough to begin an order search.

Still need help?

Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.

Please include:

  • Student’s full name and school
  • Email used at checkout
  • Approximate date and time
  • Order amount
  • Order number or numbers, if available
  • Screenshot of the confirmation or bank description
  • Last four digits of the card only

For your security, never send a full card number, security code, banking password, or account password.

Related articles