Hey Eyeris. I'm not a Paizo employee, but since you are a new customer and since the Paizo office is closed until Tuesday, I thought I'd offer you some possible insight.
If your order didn't go through, you are probably seeing an "authorization" on you card. That sounds like and even looks like the same thing as a charge, it is actually different. See this FAQ for more info.
One of the most common problems with payments being declined is when the address for your billing info on your order doesn't exactly match the address for your card (it is very, very picky). I'd double check that the address matches.
Assuming the issue is your address, if you correct it and then submit the order, one of two things will happen.
Possibility 1: No new authorization will occur, since your card will recognize that it already has one.
Possibility 2: A new authorization will occur. This will make it look like you have been charged twice. But one of the two authorizations should expire and free up those funds again.
Either way, you will ultimately only be charged once. You can check this thread for a similar situation.
You can, of course, wait for customer service to return on Tuesday. They are extremely helpful and I'm sure they will get everything resolved for you.
I hope all that helps. Enjoy whatever it is you are purchasing.
Customer Service She-Hulk
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Hello Eyeris,
Thanks for letting us know about this! It does seem that our card processor was just having some issues with the Address Verification for your billing address, but it was just being overly picky about abbreviations and capitalization. I've fixed it up and it looks like your payment was able to authorize just fine.
I'll go ahead and make sure to send a reversal request for your previous authorization, and then you'll only have the finalized charge once.
I did not want to submit your order before you had a chance to look over everything to make sure that it looks correct. Please let me know if anything on the order needs to be changed and I will be more than happy to help. Otherwise, your order should be ready to be submitted.
Please don't hesitate to ask if there are any further questions you may have.
Thanks!
Katina
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Customer Service She-Hulk
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Hello Eyeris,
When I checked back into your account to submit the order, I found that you did not have any products in your unsubmitted order. I looked around to see if I could find it, but i didn't see any record of it. Did you remove it from the order?
If you want to either put that item back into your cart or just let me know what it was, I can go ahead and put the order through on my end.
Sorry for the confusion!
Katina
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Customer Service She-Hulk
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Hi Eyeris,
I've gone ahead and issued Authorization Reversal Requests to our card processor, so that should help speed up the release of the holds on your account. Once you see those funds come back, you should be good to try placing your order again.
Let me know if you come up against any obstacles with it, and I'll be glad to help.
Thanks, and have a great weekend!
Katina