Payments

Online Shopping - Payment Process

Please click here to view a PDF of our Online Shopping Payment Process Guide.

Updated on: 24 May 2024

Placing your order

When you place an order in your Morrisons Online Account for Click & Collect or Home Delivery, your basket total will be the price of goods in your basket plus any cost for the delivery or collection slot.

When checking out you will be prompted to add in card payment details which can be saved to your account and is necessary to complete your order.

Updated on: 24 May 2024

Pre-authorisation hold

  • Once your order has processed (typically early in the morning of collection/delivery) a pre-authorisation charge will be placed on your card.
  • Pre-authorisation means your bank places a temporary hold on funds preventing that money being spent elsewhere, to ensure there are sufficient funds in the account when payment is taken after delivery/collection.
  • The pre-authorisation charge does not remove money from your account.
  • The pre-authorisation amount is your basket total plus £5 or 5%. This extra amount  is to allow for any factors which may alter the total cost of your order such as variable weight items such as meat joints from our Market Street.

Updated on: 24 May 2024

Delivery and Payment

  • Once your order is collected or delivered, the payment total is calculated factoring in any adjustments such as returned or rejected items.
  • This amount will be charged from your bank account and the pre-authorisation hold will be released and disappear from your bank statement.
  • Please note the pre-authorisation hold usually disappears within 48 hours of order completion, but can take up to a week depending on your bank.

Updated on: 24 May 2024

I have returned an item but haven’t been refunded

When you reject an item at the time of receiving the order, this will be recorded by the Driver or Click & Collect colleague and removed from your total bill. Your final amount charged will already have this removed and it will not show as a separate refund on your account.

Updated on: 24 May 2024

Why do you take a pre-authorisation charge?

We place a pre-authorisation on to your account to ensure that your bank account has the funds to pay for the order you have placed.

Updated on: 24 May 2024

Why is my pre-authorisation charge still on my account after delivery?

The pre-authorisation charge usually drops off your bank account shortly after the order is completed, but depending on your bank it can take up to 7 days.

Updated on: 24 May 2024

My payment is not being accepted

If your payment is not being accepted, please fill out the form below.

Note

If you have an outstanding unpaid order, then your account will be blocked until you pay for this order.  If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 24 May 2024

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My payment card isn't working

We take payment for an order when the groceries are delivered, not when you complete your payment at the checkout. So, if your card is due to expire before we plan to take a payment, it may not be accepted on our website.

Unfortunately, we can't verify your new card either, as it can't be activated until your current card expires. If you think it may be something else, you'll need to contact your bank to make sure there are no problems with your credit/debit card. They will carry out the verification process on our behalf.

Note

If you have an outstanding unpaid order, then your account will be blocked until you pay for this order.  If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 24 May 2024

Why have I seen a charge to my payment card before delivery, and it's different to the order checkout value?

We will pre-authorise payment for your order before it is fulfilled and this will show on your account as a pending payment. This pre authorised amount will reflect your “checkout amount” plus delivery charge and an allowance for substituted items, and may be different to the final amount we actually charge you.

The pre authorisation should remove as soon as your delivery is made and is removed by your own bank. Some banks can take up to 5 days to remove pre authorisation.

Note

Due to recent legislation change to support Payment Services Directive (PSD2), you may experience issues when your card is processed. If this happens please retry. In some cases you may have use an alternative card.

Updated on: 24 May 2024

I have received an email saying that you have cancelled my order as you are unable to fulfil my order

Occasionally incidents happen where we are unable to fulfill your order, and we will notify you of this by email or text. You can rebook your order by using the order again function on our website.

Updated on: 24 May 2024

How do I add a Payment card to my account?

There are two ways to add a card to your account:

Go to your Account Settings and select the 'Stored payment details' box. Click on the 'Add new card' button and enter your card details.

You can also add a new card at Step 5 of the checkout. Simply click on the 'Add a credit or debit card' link and enter your card details in the box provided. Then, when you move on to Step 6, you can store the details for future use.

Note

If you have an outstanding unpaid order, then your account will be blocked until you pay for this order.  If you are affected, please follow the guidance outlined in this document before completing an enquiry form.

Updated on: 24 May 2024

Why is the 'total price' on my receipt different from the 'estimated total price' I was given when I ordered?

Where products are sold individually by weight (such as certain fresh meat, poultry, fish, cheese, fruit or vegetables) we will show you the price of the item per kilogram (or another unit of measurement). You may also be able to choose items within approximate weight bands, or of an approximate thickness or size. In each case, we will weigh the individual item when we pick it for you for delivery, calculate the price for that item based on its actual weight and the price per kilogram in force at the time of picking, and charge you that price.

The exact price and weight will be set out in your receipt. If we have changed the price per kilogram since you placed your order and you are not happy with the new price, simply hand the product back to your driver when your order is delivered and your bill will be recalculated.

So, why does this affect your overall order? Well, the price per kilogram shown when you placed your order is used to calculate both the estimated total price of your trolley, and the estimated total price set out in your order confirmation email. Therefore, the 'total price' of your order (as listed on your receipt) may differ slightly from the 'estimated total price' you were originally given.

Updated on: 24 May 2024

What payment methods do you accept?

We accept Visa, MasterCard, Visa Debit, American Express.

We don't accept cash or cheques, Maestro, Solo or Electron. So all payments must be made by cards we accept.

Updated on: 24 May 2024

I have received an email saying that you have cancelled my order as you are unable to authorise payment.

We will pre-authorise payment for your order before it is fulfilled and this will show on your account as a pending payment. This may be different to the final amount we actually charge you. The pre-authorisation should clear when your delivery is made and is removed by your payment card provider. You should contact your card provider if your order has been cancelled as a result of pre-authorisation.

Note

If you have an outstanding unpaid order, then your account will be blocked until you pay for this order. If you are affected, please follow the guidance outlined in this document.

Updated on: 24 May 2024

Why am I asked for a passcode when placing my order?

Once you have clicked the "Place order" button, for security reasons, we need you to confirm the card payment. This can be done in two ways;

  • Via your banking app
  • A one time passcode (OTP) can be sent to your phone via a text message

Follow the instructions on the website to complete your order.

Updated on: 24 May 2024