Pricing and payment for online orders
Want to know how payment works for online orders, or how certain fresh food items are priced for your Pick up or Delivery order? Find out everything you need to know here.
Estimated and Final Order Total
Progressively from 16 October 2018, payment for most online orders using a credit or debit card will be finalised after your order has been picked. At checkout, you’ll be shown an estimated order total, which may be reduced after your order has been picked. The final order total may be less, but never more than the estimated amount shown when placing your order.
Initially, this will only apply to orders placed on the Woolworths website but not the Woolworths App. We’re working hard to have this included for our app as soon as possible.
Why your final order value may be lower than the estimate:
- Out of stock items - if an item is out of stock and hasn’t been substituted, we will reduce the final total charged by the value of the item.
- Weight range items - some items are sold within a weight range with an estimated item price based on the estimated weight. Once this item has been picked, if it is a lower weight than the estimate, we will reduce the price accordingly. We will not charge you more for the item if the weight is higher.
FAQs
How do payment adjustments and finalisation work?
If you pay for your online orders with select credit or debit card, upon placing your online order you will be provided with an estimate charge and an authorisation (or ‘pending’ charge) will be placed on your card for that amount.
The final payment for your order will only be taken after your order has been picked (generally the day of Delivery or Pick up) based on the items available. If your order has an out of stock item/s that isn’t substituted, or you have a weight range item/s not supplied to the maximum estimated weight, the amount charged will be reduced from the initial authorisation amount. Should all items be supplied in full, the estimated total will not change, and the pending charge will be finalised at the same amount.
What types of orders does this not apply to?
Currently, this will not apply to orders placed using payment methods other than a credit or debit card, orders placed on the Woolworths App, or orders that are placed more than 7 days in advance. Please note that some credit or debit cards are also excluded due to bank processes. You can see if checkout, the order confirmation page and email if your order has been processed with an estimated total or not.
How will I know if my estimated order total has changed?
Keep an eye out for any email notifications regarding out of stock or variable weight items which will outline any adjustments to your final order total. You can also check your tax invoice for more details on your payment and final order total.
How will I know when payment has been finalised?
The pending message in your account for the authorised estimated order amount will no longer display, and it will just display as a charge. This will happen after your order has been picked (generally the day of delivery or Pick up).
When is my order total finalised for other payment methods?
If you place your order and pay using a payment method that isn’t a credit/debit card, payment will be finalised at checkout. Should you have an out of stock item, or a weight range item below the maximum weight, we’ll refund you for these items accordingly after they’ve been picked.
What happens if I pay with both a credit/debit card and another payment method?
If you use both a credit/debit card and another payment method (such as PayPal), we will finalise payment by each payment method differently. For the credit/debit card amount, it will be taken as an authorisation at checkout and finalised after your order is picked. For the amount paid for by other payment method/s, these will continue to be charged and finalised when your order is placed. For credit/debit cards, if your order has an out of stock item/s that isn’t substituted, or you have a weight range item/s not supplied to the maximum estimated weight, we will first reduce the amount we charge on your credit/debit card accordingly. If the value of the out of stock or weight ranged items is more than the value of the authorisation amount on your credit/debit card, we will release the authorisation and refund the remaining amount owed back onto the other payment method (such as PayPal).
What happens if I cancel my order placed with a credit/debit card?
If you’ve placed your order using your credit/debit card and you cancel your order, we will void and release the authorisation (or “pending” charge). Generally, you will see the funds back in your account within 10 business days, dependent on your financial institution’s process.
What happens if I add more items to my order after it has been placed (using a credit/debit card)?
If you add more items to your order after its been placed (using a credit/debit card), we’ll simply take an additional authorisation (or “pending” charge) for the value of the extra items added. This will show as a second authorisation (or “pending” charge) on your account, but when your order is picked and payment finalised, it will show as one total amount charged. Please note that if you also change your Delivery/Pick up date to be later than 7 days after the original order date, payment for your order will be finalised and taken at the time that you change your order. If your order then has any out of stock item/s that aren’t substituted, or any weight range item/s not supplied to the maximum estimated weight, we will refund you the difference.
What happens if I remove an item from my order after it has been placed (using a credit/debit card)?
If you remove an item from your order after its been placed (using a credit/debit card), the initial authorisation amount (or “pending” charge) will remain. Once your order is picked, we will reduce the order value taking into account the removed items, along with any other out of stock, or weight ranged items that may reduce your final order total. Please note that if you also change your Delivery/Pick up date to be later than 7 days after the original order date, payment for your order will be finalised and taken at the time that you change your order. If your order then has any out of stock item/s that aren’t substituted, or any weight range item/s not supplied to the maximum estimated weight, we will refund you the difference.
What happens if I move my Delivery or Pick up date to a later time or another day?
If you change your Delivery/Pick up date to be later than 7 days after the date of your original order being placed, payment for your order will be taken when you change the date. If your order then has any out of stock item/s that aren’t substituted, or any weight range item/s not supplied to the maximum estimated weight, we will refund you the difference.
Products sold online within a weight range
Some meat items are sold within a weight range online, and will display an estimated item price based on the estimated weight range and the item’s per kilo price. Once the item is picked, if the weight and therefore price is lower, we’ll either reduce your final order total accordingly or refund you the difference (this depends on the payment method used).
Products charged by kg in store and by item online
Products (such as fresh fruit and vegetables) that are charged by kg in store, are charged by item online. These items are given a set weight based on an average weight of the item. Each item is then given a set price based on the average weight of the item and the per kg price.
Product substitution for out of stock items
If your order has any out of stock items, we'll do our best to provide a suitable alternative of equal or higher value. This is at no extra cost to you, and you'll only be charged the price of the original item. If no appropriate substitute is available, we’ll refund you for the item/s, or adjust your final order total accordingly.