Customer Service Manager
|
| 1 person marked this as a favorite. |
We've noticed an increase in the number of customers reporting that when they click the submit button for an order they are taken to a blank page or back to paizo.com, there is a transaction on their payment method account, but no order in their order history.
In many cases, our system is not giving proper notification that the order was not completed. It appears that for many of these orders it is a data entry issue. The card is sometimes authorized, but we are not able to settle the charge due to the mismatch of data. Please ensure that when you enter your information for the order it is correct and things (such as your billing address) are the same as what your bank thinks ithe information should be.
If you need us to issue a reversal request for an authorization(s) or you are having other weird things happen when you try to place an order, just let us know at customer.service@paizo.com. Please note, due to Gen Con and sickness, we've been short staffed and it is taking us a bit to work through our backlog.
Thanks,
Sara Marie
| 3 people marked this as a favorite. |
I'm sure Sara Marie or another customer service representative will help you out as soon as they can (Paizo is closed Monday for Labor Day). But also note you haven't actually been charged, though it might look like that on your bank account. These are just authorizations, the precursor to a finalized charge.
When you clocked that submit button, Paizo's payment processor essentially asked your bank if you had enough funds for the order. Your bank replied "yes" and reserved those funds by putting a hold on them. But then when Paizo's processor tried to finalize the order (which includes verifying address), the bank denied the charge. Eventually, the hold will expire and the funds will be available again in your bank account. How long it takes for an unsettled authorization to expire is at your bank's discretion, but it can be a few days.
Paizo can put in a reversal request for the authorization, essentially confirming for your bank that they won't be finalizing it, but it is still up to your bank to actually release the funds and may still take a few days.
All that to say, even if Paizo did nothing, the pending charges you see on your bank account would eventually disappear. Paizo might be able to speed that up for you, but even without them doing anything changes you will get your money.
See this Wikipedia article for more information.
Hope that helps.
|
thanks for posting, hawkmoon, super helpful.
... Eventually, the hold will expire and the funds will be available again in your bank account. How long it takes for an unsettled authorization to expire is at your bank's discretion, but it can be a few days.
See this Wikipedia article for more information.
...
Customer Service Representative
|
i verified all my info and called my bank. there's is nothing wrong with my card or address or the data i type in. transactions are simply not going through on your site. So can you post when we can make transactions ? I mean please take my money... or not
Hi Christopher,
It looks like yours was a slightly different error where there had been invalid data in the request. However, it looks like it worked itself out and you should have your PDFs as of the 2nd. Just let us know if there are any further issues we can assist you with.
|
Customer Service Representative
|
thanks for posting, hawkmoon, super helpful.
... Eventually, the hold will expire and the funds will be available again in your bank account. How long it takes for an unsettled authorization to expire is at your bank's discretion, but it can be a few days.
See this Wikipedia article for more information.
...
Hi Kahina,
It looks like your issue was resolved as well, and your order should have gone through. I've issued reversal requests for the outstanding authorizations, so those should reverse back to your account soon. Just let me know if there's anything else we can help with.
Thanks!
|
Customer Service Representative
|
So can I cancel orders if I tried to place it several times? I don't want to be charged several times for one pdf.I have also had this happen to me. I have no order confirmation but was charged 5 times for an order that i tried to place :(
Hi Straw Boss,
It looks like your order was also able to go through on it's own once the address was tweaked a bit. I'll go ahead and issue reversal requests for those extra authorizations, but otherwise it looks good. Just let me know if there's anything else I can help out with.
|
Customer Service Representative
|
Hey folks,
Before everyone starts dog-piling in this thread with similar issues, please note that it is easier for us to keep up with requests if you make your own thread for your individual problem, rather than hopping into somebody else's thread with "me too."
If you think you may be experiencing this same issue, please try to adjust the address a bit and see if the order will go through.
Some common issues that can throw off our card processor:
-US states or Canadian provinces spelled out instead of abbreviated. (Sometimes autofill settings may cause this.)
-Incorrect last four digits of the zip code. (Our system may 'standardize' the address and add these for you, so if you can't adjust them on your end, we can fix that.)
-Recent changes of address: if you're trying the new address and it won't go through, try to use the old address, or vice versa.
-Capitalization and punctuation should match what is listed on your bank statement.
If you try to fiddle with these and it still won't go through, then let us know and we'll see what we can do on our end. Thanks!