Noticed a Rootsy payment you don't recognize, an unexpected charge on your bank statement, or a suspicious request for payment?
Protecting your financial information is important. Rootsy uses Stripe to process marketplace payments and provides support for investigating payment-related concerns.
This guide explains how to identify suspicious transactions, report unauthorized payments, secure your account, and understand your options if a charge needs further investigation.
1. What Is an Unauthorized Payment?
An unauthorized payment is a transaction made without the permission of the payment method's authorized holder.
Examples may include:
A purchase you did not make or authorize.
A payment made after someone gained unauthorized access to your account.
A fraudulent transaction involving your payment card.
A charge associated with an unfamiliar purchase.
A payment requested by someone falsely claiming to represent Rootsy.
An unfamiliar charge is not necessarily fraudulent. Before reporting it as unauthorized, review your recent purchases and payment activity.
2. What Should I Do If I Notice an Unrecognized Charge?
If you notice a transaction that you don't recognize:
Review the transaction date and amount in your banking application or statement.
Sign in to your Rootsy buyer account.
Check your order history for a matching purchase.
Review any available order confirmation emails.
Confirm whether the transaction may have been made by another authorized user of the payment method.
Contact your bank or card issuer promptly if you believe the payment is unauthorized.
Report the concern to Rootsy Customer Support.
Important: If you suspect your card has been compromised, do not wait for a Rootsy investigation before contacting your financial institution.
Your bank may be able to take immediate measures to protect your payment method.
3. How to Report a Suspicious Payment to Rootsy
You can report payment concerns through Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When submitting your report, include:
The email address associated with your Rootsy account.
The date of the suspicious transaction.
The amount charged in Canadian dollars.
The order number, if available.
A brief description of the issue.
Whether the transaction is pending or completed.
Any relevant communication or suspicious payment request.
Do not send your full payment card number, CVV, banking password, or authentication codes.
Rootsy may request additional non-sensitive information to help locate and review the transaction.
4. What If I Don't Recognize the Name on My Bank Statement?
A payment description on a bank statement may differ from the name of the product or seller involved in a purchase.
If you see an unfamiliar transaction description:
Compare the amount with your recent Rootsy purchases.
Check the transaction date.
Review your order history.
Check whether the charge is pending or completed.
Contact your bank for clarification about the transaction description.
Contact Rootsy Support if you believe the payment may relate to Rootsy.
Do not assume that a transaction is fraudulent based only on an unfamiliar description.
5. What If Someone Used My Rootsy Account Without Permission?
If you suspect unauthorized account access, act promptly.
Step 1: Secure your email account.
Review your email account security and change its password if necessary.
Step 2: Secure your Rootsy account.
If you can still sign in safely, change your Rootsy password through the available account security or recovery process.
Step 3: Review your order history.
Look for unfamiliar orders, shipping addresses, or other unexpected changes.
Step 4: Contact Rootsy Support.
Explain what happened and provide relevant account or order information.
Step 5: Contact your financial institution.
If an unauthorized payment may have occurred, report it to your bank or card issuer promptly.
Do not share password reset links or verification codes during the recovery process.
6. What If a Seller Requests Payment Outside Rootsy?
Rootsy purchases should be completed through the marketplace's authorized checkout process.
Be cautious if someone claiming to be a seller asks you to:
Send an e-transfer to a personal account.
Complete an order through an unfamiliar website.
Pay an additional amount using an unrelated payment link.
Share your credit card details through email or chat.
Provide your banking credentials.
Send a one-time payment verification code.
If you receive such a request, do not make the payment until the situation has been verified through Rootsy's official support channels.
Payments made outside the authorized marketplace process may not be recorded as Rootsy transactions or qualify for the same marketplace support procedures.
7. What If I Was Charged Twice?
Two similar charges do not always mean that two payments were successfully completed.
One transaction might be a pending authorization, while another is the completed payment.
Alternatively, a duplicate order or payment may have occurred.
To investigate:
Review both transactions.
Check whether they are pending or completed.
Review your Rootsy order history.
Check whether more than one order was created.
Contact Rootsy Support with the relevant transaction information.
If a duplicate payment is confirmed, any applicable correction or refund will follow the authorized payment process.
For additional help, see Troubleshooting Failed Payments, Pending Charges and Duplicate Transactions on Rootsy.
8. What Is the Difference Between a Refund and a Chargeback?
A refund is a transaction adjustment processed through the merchant's or marketplace's authorized payment arrangements.
A chargeback is a payment dispute initiated through your bank or card issuer.
These are different processes.
| Refund | Chargeback |
|---|---|
| Handled through the applicable Rootsy payment and support process | Initiated through a bank or card issuer |
| Depends on refund eligibility and approval | Depends on the financial institution's dispute procedures |
| Generally returned to the original payment method | Reviewed under the bank or payment network's rules |
| May involve an order, cancellation, return, or payment correction | May involve fraud, unauthorized transactions, or other eligible payment disputes |
If you believe a transaction is fraudulent, contact your financial institution promptly.
You may also report the concern to Rootsy to assist with the transaction review.
9. Should I Contact Rootsy Before Filing a Chargeback?
For ordinary purchase disagreements, Rootsy recommends contacting Customer Support first so the issue can be reviewed through the marketplace's resolution process.
Rootsy's Refund & Dispute Resolution Policy asks buyers to contact Rootsy before initiating a payment dispute.
However, if you suspect an unauthorized or fraudulent transaction, contact your bank or card issuer promptly.
Do not miss a bank or card issuer's reporting deadline while waiting for Rootsy to investigate.
Your financial institution can explain your rights and the applicable dispute procedure.
10. What Happens After a Chargeback Is Filed?
If you initiate a chargeback, your bank or card issuer generally handles the dispute according to its own procedures.
The payment provider may request or review:
Transaction information.
Payment authorization records.
Order details.
Shipping or delivery evidence.
Relevant communications.
Other supporting documentation.
Rootsy and the relevant seller may be asked to provide evidence concerning the transaction.
The final chargeback outcome is determined through the applicable payment dispute process.
Rootsy cannot guarantee that a bank or card issuer will approve a chargeback.
A chargeback may also affect the handling of a related marketplace refund while the payment dispute is under review.
11. Can I Receive Both a Refund and a Chargeback?
You should not seek duplicate reimbursement for the same payment.
If Rootsy has already processed a refund or you have an active bank dispute, communicate the relevant information accurately to the parties involved.
A refund and chargeback may involve overlapping transaction records.
Duplicate claims or misleading information can complicate payment investigations.
If you're unsure whether a refund has been issued, contact Rootsy Support or your financial institution for clarification.
12. How Does Rootsy Review Suspicious Transactions?
Rootsy may review available transaction and account information, including:
Order history.
Payment status.
Relevant payment processor information.
Account activity.
Shipping details.
Related communications.
Fraud prevention signals.
Other information necessary for a legitimate investigation.
Additional verification may be required before sensitive account information can be disclosed or changed.
The review process and available outcomes depend on the specific circumstances.
13. How Does Rootsy Protect Payment Information?
Rootsy uses Stripe as its payment processing provider.
According to Rootsy's Privacy Policy, Rootsy does not store full credit card numbers or CVV codes on Rootsy-controlled systems.
The Privacy Policy also describes measures such as access controls, authentication, secure transmission, monitoring, and fraud prevention.
No online service can guarantee absolute security.
Buyers should also take precautions to protect their accounts, payment methods, and devices.
14. How Can I Recognize a Payment Scam?
Watch for warning signs such as:
Unexpected requests for urgent payments.
Messages claiming your account will be closed unless you pay immediately.
Payment links from unfamiliar websites.
Requests for banking passwords or security codes.
Claims that you must pay an additional fee outside Rootsy to release an order.
Unsolicited requests for card information.
Requests to keep a transaction secret or avoid contacting Rootsy.
If something seems suspicious, stop and verify the request through the official Rootsy Support Centre.
15. What Should I Do If I Already Shared My Payment Information?
If you disclosed card information or banking credentials to a suspicious party:
Contact your bank or card issuer immediately.
Explain which information may have been compromised.
Follow the bank's instructions to secure your payment method.
Change any compromised passwords.
Review your financial transactions.
Report the incident to Rootsy if it relates to the marketplace.
Continue monitoring for additional suspicious activity.
Do not wait for unauthorized charges to appear before seeking assistance from your financial institution.
16. How Long Does an Approved Refund Take?
If a suspicious or incorrect transaction results in an approved refund through Rootsy, the Refund & Dispute Resolution Policy generally provides for processing within 14 business days of refund approval.
Your bank or card issuer may require additional time before the funds appear.
A pending authorization release is not necessarily the same as a completed payment refund.
Chargebacks follow separate timelines determined by the bank or payment provider.
Frequently Asked Questions
What should I do if I see an unauthorized Rootsy charge?
Contact your bank or card issuer promptly, secure your account if necessary, and report the transaction to Rootsy Support.
Can Rootsy investigate an unfamiliar payment?
Rootsy may review available order, account, and payment information to investigate a reported concern.
Why is the transaction description unfamiliar?
Bank statement descriptions may differ from product or seller names. Compare the amount and date with your purchase history.
What if someone placed an order using my Rootsy account?
Secure your account, review the order details, and contact Rootsy Support. Notify your financial institution if payment information was misused.
Should I send money directly to a Rootsy seller?
Complete purchases through the authorized Rootsy checkout process. Report suspicious off-platform payment requests.
Is a pending charge an unauthorized payment?
Not necessarily. A pending authorization may occur during normal payment processing.
What is a chargeback?
A chargeback is a payment dispute initiated through your bank or card issuer.
Is a chargeback the same as a refund?
No. Refunds and chargebacks follow different procedures.
Should I contact my bank if I suspect fraud?
Yes. Contact your financial institution promptly if you suspect an unauthorized transaction.
Can Rootsy guarantee a chargeback will be approved?
No. Chargeback decisions are made through the applicable bank or payment dispute process.
Can I receive a refund if I was charged twice?
A confirmed duplicate payment may qualify for correction or refund review.
Does Rootsy store complete credit card numbers?
According to Rootsy's Privacy Policy, full card numbers and CVV codes are not stored on Rootsy-controlled systems.
Can I share my payment card details with support?
Never send full card numbers, CVV codes, banking passwords, or one-time authentication codes.
Related Help Articles
For more information, see:
How Rootsy Keeps Your Payments and Checkout Secure — Account, Payments & Safety → Payments and Checkout Security.
Troubleshooting Failed Payments, Pending Charges and Duplicate Transactions on Rootsy — Account, Payments & Safety → Payments and Checkout Security.
How to Protect Your Rootsy Account and Report Suspicious Activity — Account, Payments & Safety → Buyer Account and Login Security.
How Rootsy Handles Buyer-Seller Disputes — Orders, Shipping & Returns → Order Problems and Disputes.
Need Help With a Suspicious Payment?
If you notice an unrecognized charge, suspect unauthorized account activity, or receive a suspicious payment request, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please provide the transaction date, amount, relevant order information, and a description of the concern.
If you suspect payment fraud, contact your bank or card issuer promptly.
Never share passwords, banking credentials, complete payment card numbers, CVV codes, or authentication codes.
Rootsy — Stronger Together, Locally Rooted.
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