How can I get a refund if I was charged for an item I didn’t take? – Epic Support

Introduction

If you were charged for an item you did not receive, or if a purchase did not complete correctly, this article explains how to check the charge and what to do next. In many cases, the amount you see is a temporary authorization hold that will drop off automatically after your bank finishes processing it.

Check whether the charge is pending or posted

Before requesting a refund, review the transaction status in your bank or card account.

Pending authorization hold: This is a temporary hold that may appear after a card is used for payment. Pending holds usually disappear automatically.
Posted charge: This is a completed transaction that has been finalized by your bank or card issuer.
Incomplete purchase: If the checkout ended before payment was fully completed, the transaction may still show as pending while your bank processes it.

What to do if the charge is still pending

If the amount is still pending, no further action may be needed. Authorization holds are often released automatically once processing is complete. The timing depends on your bank or card issuer.

What to do if the charge has posted

If the charge has posted and you believe it is incorrect, contact Epic Support so we can review the transaction and help determine the next step.

Have this information ready

Store location
Purchase date
Approximate time of purchase
Last four digits of the card used (or device account number if you used a mobile wallet to pay)

If you shopped at Epic On The Go, retrieve your receipt first to verify if the charge is correct prior to contacting support.

What Epic Support can help with

Review the transaction details
Confirm whether the charge was a hold or a final posted payment
Help determine the appropriate next step for an incorrect charge

Additional information

If you are contacting Epic Support about a billing issue, include as much transaction detail as possible so we can assist you quickly. If your bank has already released the pending hold, the amount should no longer appear on your statement or available balance.