Hello!
I had my card declined on an order, but when I went to check my credit card statement (also happens to be the day my statement is out), I noticed both attempted charges actually went through. Can you cancel them somehow? Also, I updated the payment method last time but it didn't stick - how do I update my subscription payment information?
Thank you!
Best,
Chris
Hello Azazyll,
Your card was being declined due to failing the address verification system. Usually this happens when the billing address attached to the card does not match what the bank has on file for it.
What you are seeing are not charges, they are authorizations. Each time we try to ship the order we try to authorize the card. This means we ping the bank to make sure the card is good. When this happens most banks will put a temporary hold on the funds, which can look like a pending transaction on your end. Because the card was declined we cannot finalize those authorizations. If not finalized authorizations expire and the holds are released. How long this takes is entirely up to your bank and not something we can control. I have issued authorization reversal requests, which tell the bank that we cannot finalize the authorizations and they can release them any time. They should be able to see them right away, but it is up to them hold long they take to release the holds.
It looks like you got the payment issue sorted out as I see a successful authorization with an updated card earlier today. Your order is currently on a pick list, which means it is part of the batch of orders the warehouse is currently working on packing up and shipping out.
Ah thank you! I was confused, I appreciate the explanation. It seems I should also go somewhere and permanently update my information as well.