Check Your Invoice Details First
Before you submit a support request, take a close look at the invoice or payment notice in front of you. Check the membership name, billing period, amount in Rand and the date the charge was made. A small date mismatch can happen when a payment is processed near month end or over a weekend.
If you are paying for a one-off tasting, private event or club box, make sure the invoice matches the correct booking. We often see mix-ups when a corporate tasting, birthday booking and club renewal are all handled in the same week.
- Confirm the invoice number and billing month.
- Check the name on the card used for payment.
- Make sure the amount matches what you expected.
- Look for any duplicate payment references in your bank app.
Card Payments That Did Not Go Through
If your card payment failed, the first step is to try again once you have confirmed the card details. A failed card payment can happen because of a typing error, an expired card, a daily limit at your bank, or a security check from your card provider.
For members who pay monthly, please keep an eye on whether your card has been replaced or updated. If the card number changed and the billing details were not refreshed, the recurring payment may stop until the new details are entered.
- Use a card with enough available funds.
- Check that the expiry date and CVV are correct.
- Ask your bank if online or recurring payments are blocked.
- Try again later if your bank had a temporary outage.
Monthly Membership Billing Explained
Our monthly club boxes are billed on a recurring basis so your wine and bubbly selections can keep arriving without extra admin each month. The charge may appear a few days before dispatch, depending on the billing cycle and the payment clearance time.
If you joined part way through a month, your first charge may be slightly different from the regular monthly amount. That can include a pro-rata adjustment or a setup fee if it was shown on the original order. If the amount looks unfamiliar, compare it with your welcome note and membership terms.
- Recurring billing keeps your membership active from month to month.
- Charges may appear before delivery, not on delivery day.
- Skipped or paused months should not be billed in the usual way.
- Any special event add-on should be listed separately from your club fee.
Invoice Corrections For Private And Corporate Events
Private tastings, corporate tastings and food pairing dinners often need invoice changes after the booking is confirmed. This might be due to a change in guest numbers, a venue shift from Cape Town to Stellenbosch, or a request to add a tasting masterclass to the same booking.
If you need an updated invoice, send the booking reference and the exact change required through the enquiry form. Please include the correct company name for business invoices, and the name of the person who approved payment. That helps us process the update without delay.
- State whether the invoice is for personal or business use.
- List the service date and venue.
- Explain any changes to guests, menu items or tasting format.
- Attach a copy of the current invoice if you have it.
What To Include When You Ask For Help
The more detail you send, the faster we can track the payment. A short note with the right information usually sorts things out sooner than a long back-and-forth. If you are unsure what to include, use the checklist below and send it with your enquiry form submission.
- Your full name and membership or booking reference.
- The date and amount of the payment.
- Whether it was for a box, event or invoice.
- A description of the issue, such as duplicate charge, failed card payment or missing receipt.
- A bank or card slip if you have one.
For recurring billing issues, also tell us whether the card has expired, been replaced, or had a limit change. That detail often points us to the cause straight away.
Getting Back To Normal After A Payment Issue
Once a payment query has been checked, we will confirm the next step so your membership or booking can continue without more fuss. If a payment went through twice, the extra amount can be reviewed against your records. If a charge failed, we will help you understand whether the card can be retried or whether a new payment method is needed.
Our base in Franschhoek means many club members are local, but we also handle payment support for deliveries and events across South Africa. Whether you are in Paarl, Constantia, Somerset West, Johannesburg or Durban, the process is the same: send the details through the contact form and keep your invoice handy.
For urgent event payments, please send your query as soon as you notice the issue. That gives us time to check the booking before the tasting evening or delivery date arrives.
