Customers respond to Coles changes to payments for online shopping orders

The supermarket giant has defended a new process for how it charges customers after a number of complaints surfaced online.

Customers say the change to payments puts pressure on household budgets. Picture: Joel Carrett/AAP

A change to Coles’ payment process for online orders has caused a stir among consumers, complaining the supermarket charges for items that end up being out of stock.

But the supermarket giant says it has simply altered its process to mirror how its retail rivals process online payments.

The funds are now held in the customer’s bank when the order is made and released to Coles when the order is delivered.

Previously Coles customers would simply provide debit card details to pre-authorise the order and withdraw funds when it is packed and completed.

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“After eight years of shopping online with Coles every week, you change your payment process to prepayment,” one customer said in a post on Facebook.

“This was what put Coles above their competitors allowing you to order up to a week prior to collecting your order without having to prepay.

“In households that live week-to-week, this means you don’t have the money to pay for your following week’s shop a week earlier. Very disappointed customer. I’m not the only one who feels this way.”

Shoppers supported the post by agreeing to its sentiment, saying the new method disrupts delicate household budgets because it takes a few days to refund items not in stock.

But Coles has said the system has the opposite effect, making it easier for customers to track their budgets days in advance.

Coles is now asking online shoppers to pay upfront. Picture: Richard Walker/RDW Photography

“Coles Online routinely assesses its capabilities in processing payments and has determined recently, like many other Australian online retailers, to change the way it processes payments for orders placed on Coles Online,” the company said in a statement provided to news.com.au.

“Pre-authorisation will make it easier for customers to keep track of their budget as the estimated order value will be temporarily held as a pending transaction until the order is picked by our team members for delivery and the final payment processed.

“The additional verification step will also mean that customers will be notified immediately if their order cannot be processed due to an issue with their chosen payment method.”