How Benna Handles Payment Issues, Disputes, and Refunds for Construction Material Orders

Online transactions occasionally encounter issues, from failed payments to disputed charges. Benna has clear processes in place to protect customers when payment problems arise. This guide walks you through how to handle the most common payment issues when ordering construction materials on Benna.

Common Payment Issues and How to Resolve Them

Payment Deducted but Order Not Confirmed

This can happen if your internet connection dropped during checkout. First, check your bank or card statement to confirm if the payment was processed. Then log into your Benna account to check the order status. If the payment was deducted but no order appears, contact Benna customer support within 24 hours with your payment confirmation (bank reference number or screenshot).

Double-Charged for an Order

If you have been charged twice for the same order, contact Benna customer support immediately with details of both transactions. One of the charges will typically be a pre-authorization hold that will be released automatically within 3–5 business days. If it doesn't, Benna will initiate a refund process.

Payment Failed Multiple Times

If your payment keeps failing, try the following steps: clear your browser cache, use a different browser or device, check that your card's 3D Secure authentication is working, or switch to a different payment method such as SADAD or bank transfer.

How to Request a Refund

If you qualify for a refund (due to order cancellation, non-delivery, or product defects), the refund process on Benna works as follows:

• Submit a refund request through your account order history

• Benna reviews the request within 2–3 business days

• Approved refunds are processed back to the original payment method

• Card refunds typically appear within 5–7 business days depending on your bank

• Bank transfer refunds are processed within 3–5 business days

Contacting Benna Support for Payment Issues

Benna's customer support team is available to assist with any payment-related concerns. You can reach the team through the live chat on benna.com.sa, email at abdulaziz@benna.com.sa, or by phone at +966 555505015. Have your order number and payment details ready when you call for faster resolution.