The Good Guys is an Australian retail chain specialising in consumer electronics, whitegoods, and home appliances, operating both physical stores and an online store across Australia.
The Good Guys is a major Australian retail chain specialising in consumer electronics, whitegoods, and home appliances, with stores across Australia and a comprehensive online store at thegoodguys.com.au. They sell TVs, computers, mobile phones, fridges, washing machines, kitchen appliances, small appliances, and home entertainment products from leading brands. In addition to retail sales, The Good Guys offers services such as delivery, installation, removal of old appliances, and extended protection plans (Concierge) for many products.
A charge from The Good Guys may appear on your bank or card statement after you make a purchase in-store, place an order online, pay for delivery or installation, or buy an extended warranty or Concierge membership. Statement descriptors often show as “THE GOOD GUYS” followed by a store location or “SOUTHBANK AU” for online or head-office processed orders. You might also see a charge related to a Click & Collect order, a pre-order, a price-match purchase, or an online payment that was split between a gift card and your card (you’ll only see the card portion on your statement). In some cases, a small temporary authorization or a pending charge may appear when you place an order or update your payment details; this should drop off if the order does not proceed.
If you’re unsure about a Good Guys charge, start by checking your email for order confirmations or tax invoices from thegoodguys.com.au and reviewing recent in-store purchases, including delivery or installation add-ons. Log into your online account at thegoodguys.com.au (if you have one) and look under ‘My Orders’ or ‘Order History’ to match the amount and date. For help, you can contact The Good Guys Customer Care team via the “Contact Us” section of their website or by calling their national support line; have your statement, approximate date, and amount ready. If the charge is incorrect, they can assist with locating the transaction, processing refunds where eligible, or advising next steps; if you suspect fraud, contact your bank or card issuer immediately as well.
Bank Statement Variations
5 known variations
These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to The Good Guys.
Why do I see a charge from THE GOOD GUYS or THE GOOD GUYS SOUTHBANK on my statement?
This usually indicates a purchase made at a The Good Guys store or via their online store at thegoodguys.com.au. “SOUTHBANK” or similar may appear for online orders or transactions processed by head office rather than a specific local store. The amount may include the product price plus any delivery, installation, removal, or extended protection plan fees. Check recent purchases (including Click & Collect) and any receipts or email confirmations around the date of the charge.
What are common amounts or charge patterns for The Good Guys?
Charges from The Good Guys typically match the full invoice total for an order, which can include appliances, electronics, delivery, installation, and optional services. You might see rounded amounts (e.g., $399.00, $1,299.00) or specific totals including cents based on promotional pricing. If you paid partly with a gift card or store credit, your bank statement will only show the remaining amount charged to your card. Multiple charges on the same day can occur if separate invoices were processed (for example, one for products and another for installation or a protection plan).
Why is there a small or temporary THE GOOD GUYS charge or a pending amount that later disappears?
When you place an online order or update your card details, The Good Guys’ payment processor may place a temporary authorization hold on your card to verify funds. This can appear as a pending charge and may be slightly different from the final settled amount if promotions, discounts, or shipping options change. If an order is cancelled or fails, the authorization is usually released by your bank within a few business days. If a pending charge remains for more than a week, contact your bank and The Good Guys Customer Care with details of the transaction.
Does The Good Guys have subscriptions or recurring charges?
The Good Guys primarily processes one-time retail transactions for products and services; they do not typically bill monthly subscription fees like streaming or software services. However, you may see one-off charges for extended protection plans (Concierge), which can cover multiple years but are generally paid upfront rather than as ongoing monthly debits. If you see repeated charges you don’t recognize, first check whether multiple separate purchases were made (e.g., by a family member on the same card). For any ongoing or unexpected pattern of charges, contact The Good Guys and your bank to investigate possible misuse of your card.
How can I cancel or change a The Good Guys order and stop a related charge?
For online orders, you may be able to cancel or amend your order before it is dispatched by contacting The Good Guys as soon as possible via the “Contact Us” form or the phone number listed in your order confirmation email. Once an order has been processed or shipped, standard change-of-mind and returns policies apply, and a refund may only be available in line with those policies and Australian Consumer Law. In-store orders or special orders (such as custom installations or made-to-order products) may have more limited cancellation options, so it’s important to review your invoice and ask about terms at the time of purchase. Always keep your receipt or tax invoice, as this is required to process any cancellation or return.
How do I request a refund or resolve an incorrect charge from The Good Guys?
If you believe you’ve been charged the wrong amount or charged twice, first compare your bank statement with your The Good Guys receipts or order confirmations. If there’s a discrepancy, contact the store where you purchased the item (details are on your tax invoice) or reach out to The Good Guys Customer Care via thegoodguys.com.au with your name, contact details, approximate transaction date, and charge amount. Approved refunds are generally processed back to the original payment method (card, PayPal, etc.), and processing times can vary depending on your bank. If you cannot identify the transaction at all, notify both The Good Guys and your bank, as your card details may have been compromised.
How can I find the receipt or invoice that matches this The Good Guys charge?
If you shopped online, a tax invoice is usually emailed to the address used at checkout and can also be viewed by logging into your account at thegoodguys.com.au under ‘My Orders’ or ‘Order History.’ For in-store purchases, check for a printed receipt or an emailed copy if you provided your email at the register. If you no longer have your receipt, you can contact the store where you made the purchase or Customer Care with the date, amount, and last four digits of your card so they can try to locate the transaction in their system. Having accurate details from your bank statement greatly improves the chances of finding the matching invoice.
How do I contact The Good Guys about an unknown or disputed charge?
Visit thegoodguys.com.au and go to the ‘Contact Us’ section to find current customer service options, which typically include a phone support line and an online enquiry form. Provide as much information as possible: the exact amount, date, card type (Visa, Mastercard, etc.), and any reference number shown on your bank statement. If the charge turns out to be valid, they can supply a copy of the invoice or explain what was purchased; if it appears incorrect or fraudulent, they can advise next steps and you should also lodge a dispute with your bank or card issuer.