You ordered a set of Bilstein shocks several weeks ago. Your confirmation email has arrived, but you haven't received tracking information yet. When you check your bank statement, you don't see a completed charge either. Then, an email arrives saying your parts are finally available and asking you to pay an invoice.
If that sequence made you wonder whether something went wrong, you're not alone. It's a common question when suspension parts remain on backorder longer than expected.
The short explanation is that your card was authorized, but the payment wasn't captured before the authorization expired. Your order may still be active, but ShockWarehouse needs a new authorization before the available parts can ship.
Credit Card Authorization vs. Charge: What's the Difference?
When you enter your card information during checkout, the payment system asks your bank whether the account can cover the purchase. If the bank approves the request, it may place a temporary hold on your card for the order amount.
That's called a credit card authorization. Depending on your bank, it may appear as a pending transaction in your account.
A charge happens when the merchant captures that authorization and completes the payment. Although an authorization and a charge can look similar in a banking app, they aren't the same.
- Authorization: Your bank approves the transaction and may temporarily reserve the funds.
- Pending transaction: The authorization is still open but hasn't become a completed charge.
- Posted charge: The payment has been captured and completed.
- Released authorization: The temporary hold has expired or been removed without being charged.
A pending line can eventually become a posted charge. It can also disappear if the authorization expires before the order is ready to ship.
Why ShockWarehouse May Wait to Complete the Charge
Aftermarket suspension inventory moves between warehouses, distributors, and manufacturers. Availability can change quickly, especially for vehicle-specific shocks, struts, and complete assemblies.
If a part becomes backordered, delaying the completed payment offers several benefits:
- You aren't paying for a part that isn't ready to ship.
- A temporary authorization may be released back to your available balance.
- You may be able to cancel or change the order before it enters the shipping process.
- ShockWarehouse can confirm availability before completing the transaction.
Policies and processing stages can vary by order. If you need to cancel or change an order, contact customer service as soon as possible. Once an order has entered fulfillment or has shipped, the standard ShockWarehouse return process may apply.
Why Credit Card Authorizations Expire on Backorders
Card issuers don't keep temporary authorization holds open indefinitely. The length of the authorization window depends on the bank, card network, transaction, and other processing factors.
If a backordered part doesn't become available within that window, the authorization may expire. The pending transaction then disappears, and the reserved funds return to your available credit or account balance.
This is normal payment-processing behavior. However, once the original authorization expires, it generally can't be used to complete the purchase. ShockWarehouse must request a new authorization before shipping the order.
That's why you may receive an invoice after your backordered shocks or struts become available. The invoice lets you securely reauthorize payment for the existing order.
The card was authorized when the order was placed, but payment wasn't collected before the authorization expired. The invoice allows us to obtain a new authorization and continue processing your order.
What to Do When You Receive an Invoice
1. Pay the Invoice Instead of Placing Another Order
This is the most important step. If the invoice references your existing order, use the secure invoice link instead of ordering the same parts again.
Placing a new order could create a duplicate authorization or duplicate order. If both orders move forward, you could receive and be charged for two shipments.
If you aren't sure whether the invoice is legitimate, contact ShockWarehouse directly. Include your order number so the customer service team can confirm the invoice before you submit payment.
2. Confirm the Part Numbers and Quantities
A backorder delay gives you another opportunity to review what you're buying. Shocks, struts, and complete assemblies may be sold individually, in pairs, or as complete front and rear sets.
Don't assume that a listing automatically includes two parts. Review the quantity on the invoice and compare it with the original order. The guide to whether shocks and struts are sold individually or as a pair explains how to identify what each listing includes.
3. Check Whether the Parts Are Side-Specific
Many conventional shock absorbers can fit either side of an axle. However, struts and complete strut assemblies are often designed for a specific position, such as front left or front right.
Always confirm the part number and installation position before paying the invoice. Our guide to left- and right-side shock and strut fitment provides more information about when suspension parts are interchangeable.
4. Confirm the Shipping Address
Weeks or months may pass while a part is backordered. Before submitting payment, verify that the invoice shows your current shipping address.
This is especially important for RV owners, seasonal travelers, military households, and anyone who has moved since placing the original order. Contact customer service before paying if the address needs to be changed.
5. Ask About Changes Before Paying
If your suspension plans change during the wait, contact ShockWarehouse before completing the invoice. You may need to adjust the quantity, correct a part number, or switch to another available product.
For example, a stock-height truck may need a different shock than a lifted truck. A driver may also decide to compare Bilstein shocks and struts with available KYB suspension products.
Any replacement still needs to match the vehicle, suspension setup, and intended use. Don't select an alternative based on availability alone.
6. Let Customer Service Know If You No Longer Need the Parts
If the original payment was never captured and you no longer need the order, contact customer service. The team can confirm the payment status and determine whether the order can still be canceled.
Don't assume that a missing charge automatically means the order was canceled. An open backorder may remain active even after its payment authorization expires.
Partial Availability: Ship What's Ready or Wait?
Sometimes one part of an order becomes available before the rest. For example, one strut may arrive while its matching part remains on backorder. Depending on the order and warehouse, you may be offered two options:
- Ship the available parts now: The remaining parts will ship separately when available.
- Hold the order: All available parts will ship after the complete order is ready.
Separate shipments can also occur when products are stocked at different facilities. If your order arrives in more than one package, see why auto parts orders sometimes ship separately.
Should You Install Only One New Shock or Strut?
Shocks and struts are generally replaced in axle pairs unless the vehicle manufacturer or part manufacturer specifies otherwise. Installing a new damper on one side of a worn unit can create inconsistent damping from one side of the vehicle to the other.
That difference may affect ride control, handling, and braking stability. It can also mean paying for installation labor twice if the second part arrives shortly afterward.
There are situations where shipping one part may make sense. Examples include an emergency repair, a single recently installed part damaged by impact, or a manufacturer-approved warranty replacement. If you're uncertain, speak with your technician before choosing a partial shipment or installing one side.
How to Read the Transaction on Your Statement
| What You See | What It Usually Means |
|---|---|
| Pending transaction matching the order total | An authorization was placed, but the payment may not have been captured yet. |
| Pending transaction disappears with no posted charge | The authorization may have expired or been released. |
| Completed or posted charge | The payment was captured. Contact customer service for the order's current fulfillment status. |
| Two pending transactions for the same amount | You may have two authorizations or duplicate orders. Contact customer service before paying again. |
| Posted charge plus a new invoice | Don't pay until ShockWarehouse confirms whether the posted transaction belongs to the same order. |
If you see a completed charge but also receive an invoice, don't submit another payment immediately. Send ShockWarehouse the order number, transaction date, and amount. Customer service can compare the posted payment with the order record.
Frequently Asked Questions
How long does a credit card authorization last?
Authorization windows vary by issuer, card network, and transaction. That's why ShockWarehouse can't promise that a hold will remain active for a specific number of days. Short authorization windows usually don't affect in-stock orders, but they can become relevant when parts remain backordered.
Why did the pending charge disappear?
A disappearing pending transaction usually means the temporary authorization expired or was released. It doesn't necessarily mean your ShockWarehouse order was canceled.
Can ShockWarehouse keep my card number and charge it later?
For security reasons, customers may need to submit a new authorization through a secure invoice link when the original authorization is no longer available. Don't send card information through ordinary email.
Does paying the invoice create another order?
Not when the invoice is connected to your existing order. Review the order number and items before paying. If anything looks unfamiliar, contact customer service before submitting payment.
Will I lose my place in line if the authorization expires?
An expired authorization doesn't automatically mean that the underlying order disappeared. However, processing and inventory reservation practices can depend on the order. Respond to the invoice promptly or contact customer service to confirm the current status.
Can I change the parts while I'm waiting?
Possibly. Contact ShockWarehouse before paying the invoice or before the order enters fulfillment. Any replacement part must be verified for your vehicle, suspension configuration, and ride goals.
What if I accidentally placed a second order?
Contact customer service immediately and provide both order numbers. Don't assume one order will automatically cancel the other. The team can check their status and explain the available options.
The Takeaway
No completed charge doesn't necessarily mean there's no order. Your card may have been authorized at checkout, but the authorization may have expired while the shocks or struts were on backorder.
When the parts become available, ShockWarehouse may send a secure invoice so you can authorize the payment again. Pay that invoice instead of placing a duplicate order. Before paying, confirm the part numbers, quantities, installation positions, and shipping address.
Questions about an existing order? Call 1-800-245-7469, Monday through Friday from 10:00 a.m. to 4:30 p.m. ET, or email customerservice@shockwarehouse.com. Include your S-number so the ShockWarehouse customer service team can locate the order.
