If you’re one of the many Aussies who’ve embraced the convenience of online grocery shopping, you might want to take a closer look at your recent bank transactions.

A glitch in the system has left some customers seeing double—literally—with duplicate charges appearing after a routine checkout.

It’s a reminder that even digital convenience can come with old-school headaches.

Here’s what happened: Coles has issued a public apology after a technical error led to a number of online shoppers being billed twice for their grocery deliveries.

The glitch affected orders placed between 26 June and 28 June, but the duplicate charges didn’t show up until late July, weeks after the original transactions had been completed.

Coles has apologised after a technical error caused some online shoppers to be charged twice for their orders. Credit: Daria Nipot / iStock

According to Coles, only a 'small number' of customers were impacted, but for those affected, the duplicate charge was a real headache.

The second charge appeared as a pre-authorisation—a temporary hold on funds—rather than a permanent withdrawal.

Thankfully, Coles moved quickly to reverse the error, working with their payment processor to ensure the duplicate charges were cancelled and customers’ money was returned.

A Coles spokesperson said: 'We’re committed to ensuring a smooth experience for our customers when shopping online. In this instance, we worked quickly with our payment processor to arrange a reversal of the duplicate charge. We apologise to our customers for this inconvenience.'

​

The error was first noticed over the weekend, and Coles says a fix was rolled out from Monday.

By Thursday, the supermarket giant assured customers that the situation should now be resolved.

If you shopped online with Coles between June 26 and 28, it’s a good idea to check your bank or credit card statement for any unexpected duplicate charges.

If you spot anything unusual, don’t panic—Coles says the duplicate pre-authorisation should have been reversed by now.

​

However, if you’re still seeing a double charge or if your funds haven’t been returned, it’s best to contact Coles customer service directly.

They’ll be able to look into your account and make sure everything is sorted.

While online shopping is a lifesaver for many—especially for those of us who’d rather avoid the hustle and bustle of the supermarket aisles—technical glitches can and do happen.

Payment systems are complex, and sometimes a small error can have a big impact.

The good news is that most major retailers, including Coles, have systems in place to catch and fix these issues quickly.

While no one likes being charged twice for their groceries, it’s reassuring to see Coles take responsibility and act quickly to fix the problem.

Key Takeaways

• Coles has apologised after a technical error caused some online shoppers to be charged twice for their orders.
• The issue affected a 'small number' of customers with orders placed between 26 and 28 June, who were re-billed in late July.
• Coles said the duplicate charges were reversed, and the error has now been resolved.
• The company stated they are committed to providing a smooth online shopping experience and apologised for the inconvenience caused.

Have you ever experienced a similar issue with online shopping at Coles or elsewhere? Did you get your money back quickly, or was it a hassle? We’d love to hear your stories and tips for staying safe while shopping online. Share your experiences in the comments below.

Read more: He caught a $14,204 overcharge—this one habit could save you from the same mess

 

[darrellh]

That's why I go and do my kwn shopping and am thankful that I can but also keep a close eye on my bank account to make sure there are no duplications or transactions there should not be.

 

[Veggiepatch]

So what did these lazy or "time poor" people do before the advent of online shopping?

You can put people with health and mobility issues in the same basket.

Did they starve to death?

 

[SandraD22]

Veggiepatch you need to know individual circumstances before making such comments. I am an aged pensioner and have poor mobility as well as stairs to access my property. I often do a larger Coles shop online and access my local store for a few items (usually what I have forgotten LOL). I was affected by the recent glitch but as well as taking $279 from my account as the duplicated amount, also deducted $530 for my current shop prior to deducting unavailable items and well as actually deducting the correct amount of my shopping $420. This has resulted in $811 as incorrect pending transactions on my bank account which I can ill afford. It is now over 1 week since the error on Coles behalf and I have not been reimbursed despite multiple phone calls. I have been shunted from Coles to the bank and neither admit they can help in a timely manner. Coles is the only larger supermarket where I live so I do not have the option of shopping at Woolworths or IGA.

 

[darrellh]

Veggiepatch you need to know individual circumstances before making such comments. I am an aged pensioner and have poor mobility as well as stairs to access my property. I often do a larger Coles shop online and access my local store for a few items (usually what I have forgotten LOL). I was affected by the recent glitch but as well as taking $279 from my account as the duplicated amount, also deducted $530 for my current shop prior to deducting unavailable items and well as actually deducting the correct amount of my shopping $420. This has resulted in $811 as incorrect pending transactions on my bank account which I can ill afford. It is now over 1 week since the error on Coles behalf and I have not been reimbursed despite multiple phone calls. I have been shunted from Coles to the bank and neither admit they can help in a timely manner. Coles is the only larger supermarket where I live so I do not have the option of shopping at Woolworths or IGA.

That's disappointing for you, very annoying and big business don't understand that everyone doesn't have that extra money sitting in the bank while they sit on their hands fixing the problem. Frustrating when you did nothing wrong. I definitely feel for you and others in the same position.

 

[7777]

Veggiepatch you need to know individual circumstances before making such comments. I am an aged pensioner and have poor mobility as well as stairs to access my property. I often do a larger Coles shop online and access my local store for a few items (usually what I have forgotten LOL). I was affected by the recent glitch but as well as taking $279 from my account as the duplicated amount, also deducted $530 for my current shop prior to deducting unavailable items and well as actually deducting the correct amount of my shopping $420. This has resulted in $811 as incorrect pending transactions on my bank account which I can ill afford. It is now over 1 week since the error on Coles behalf and I have not been reimbursed despite multiple phone calls. I have been shunted from Coles to the bank and neither admit they can help in a timely manner. Coles is the only larger supermarket where I live so I do not have the option of shopping at Woolworths or IGA.

Dear member SandraD22, thankyou for your post. Sorry to hear how Coles is handling the issue. Try reporting the matter to Consumer Affairs in your state. This may be an on going thing affecting many elderly customers. Scammers come in all shapes and sizes. And don't forget, the technical side of online shopping is handled by people who should be deducting the correct amount from peoples accounts for purchases. Sadly, our world is not entirely made up of all honest people.