Question 1

Why do I see a charge from SHANN or THE SHANN GROUP on my bank statement?

Accepted Answer

This charge usually means a purchase was made from Shann Australia for textiles, leather, canvas, window fabrics, upholstery supplies, or related materials. It may correspond to an order placed via phone or email, a trade-counter purchase at a Shann branch, or a payment against a Shann trade/credit account. Often, the card used is a business or corporate card managed by a purchasing or operations department. Check your company’s recent purchase orders or Shann invoices for a matching amount and date.

Question 2

Does Shann Australia offer subscriptions or recurring billing for materials?

Accepted Answer

Shann does not typically run consumer-style subscriptions, but some business customers may have ongoing supply arrangements or regular standing orders. In these cases, you may see recurring charges that line up with scheduled deliveries (weekly, monthly, or project-based). Each recurring charge should have a corresponding invoice or delivery docket. If you are unsure whether your company has a standing order, contact your purchasing department or Shann’s sales/account management team for confirmation.

Question 3

Why is there a Shann charge for a slightly different amount than my purchase order?

Accepted Answer

Differences between a purchase order value and the actual Shann charge can be due to freight costs, minimum cut/roll charges, substituted products, or partial shipments being invoiced separately. Occasionally, additional items such as adhesives, hardware, or trims added at the time of dispatch can change the final total. Review the detailed Shann tax invoice, which breaks down line items, GST, and freight. If the variance is unclear, Shann’s accounts department can provide an itemised explanation.

Question 4

Can Shann place authorization holds or temporary pending charges on my card?

Accepted Answer

In some cases, a pending or temporary amount may appear if a card was pre-authorised at a branch or through an online/phone payment facility before the final invoice was processed. This is a banking mechanism to verify funds and may not reflect the final charge. Once the order is invoiced, the correct amount is captured and the original hold should drop off automatically within a few business days. If a hold remains for an extended period, contact your bank first, then Shann with the date and amount of the pending charge.

Question 5

How do I get a copy of the invoice or receipt for a Shann charge?

Accepted Answer

Invoices and receipts are typically emailed to the billing contact on your Shann account or provided at the branch counter at the time of purchase. If you cannot locate the document, contact Shann via the phone number or email on theshanngroup.com and provide your business name, approximate transaction date, amount, and last four digits of the card. Their accounts or customer service team can resend invoices and statements, or confirm details such as purchase order references and delivery addresses. Keeping your Shann account code or customer number handy will speed up the process.

Question 6

How can I dispute a Shann charge or request a credit or refund?

Accepted Answer

If you believe you were incorrectly charged, or if goods were supplied incorrectly or damaged, contact Shann’s customer service or accounts team directly before going to your bank. Provide the invoice number, details of the products in question, photos (if there is damage or quality concern), and your preferred resolution (replacement, credit, or refund). Shann will review the claim in line with their returns and warranty policies, which may include conditions on cut lengths, custom orders, or used goods. Approved credits are usually processed back to the original payment method or to your trade account.

Question 7

Can I cancel or change an order with Shann after my card has been charged?

Accepted Answer

Whether you can cancel or amend an order after charging depends on the order’s status—once material has been cut, customised, or dispatched, cancellation may be limited. Contact your Shann branch or sales representative immediately with your order or invoice number if you need to change quantities, colours, or delivery details. If the order has not yet been processed, they may be able to adjust it and revise the invoice accordingly. Any refunds or credits for cancelled items will follow Shann’s standard returns and credit procedures.

Question 8

Who should I contact at Shann about a mystery charge if I’m not a regular customer?

Accepted Answer

If you don’t recognise the charge and don’t believe your business trades with Shann, first confirm that no colleague, contractor, or franchise location used your card with your permission. If the charge is still unexplained, go to theshanngroup.com and use the listed phone or contact email to reach their accounts or customer service team. Provide the exact transaction date, amount, and how it appears on your statement so they can search their payment records. If Shann confirms no matching transaction, contact your bank to report potential card misuse or fraud.

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