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If you receive an email notification letting you know that an order has a payment method failure, the first thing to do is read through the email to see if a reason has been listed for the error. Often the reason is readily apparent and will save you time trying to guess what might need fixing.
If you are unsure of why a payment method was declined, check your payment method on paizo.com to ensure that the expiration date, your name, billing address and card number have all been entered correctly.
If all the payment method information looks correct, make sure there are sufficient funds in your account. Please keep in mind that we do not charge for items until they have shipped from our warehouse. When you place an order, an authorization may be processed, but it is not an actual charge! Some financial institutions will "hold" the amount of the authorization as "pending" showing you a lower balance if you check online, but if we do not ship before it expires, the authorization will drop off your account. You can read more about authorizations in our F.A.Q. at http://paizo.com/paizo/faq#Auths.
If a reason for the payment method failure is not apparent, give your bank a quick call to make sure there aren't any issues with the card. Please note: occasionally we receive a payment method failure notification from a bank's computer system even though the bank has accepted the transaction! This may happen if a server is experiencing maintenance or downtime. We urge you to use patience with bank employees as the payment method failure might not show on their end.
If you are still unsure as to why their was a payment method failure, or if you have worked out the issue and need to let us know your payment method is ready to reprocess, you can contact us directly by replying to the payment method failure email.
If you need to change your payment method for pending orders and/or subscriptions you can do so by visiting your My Account page and/or your My Subscriptions page.
Director of Sales
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you should "sticky' customer service tip #1 as well.
Well, we plan on putting these up on a regular(ish) schedule, so keeping them all stickied will merely end up flooding the forum.
However... Sara and I are both Listing them, so they should all be easy to find going forward.
...and these lists are RSS-able as well!
Thanks,
cos
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If you have a payment failure (like not enough money on the credit card) and you change it - same day as the e-mail notification - does it automatically update and charge the new credit card on the same day or should we post a CS notice to charge new credit card? I don't recognize something like this in the above post or in the change method in my account. I don't want to wait too long for my GMG!
Thanks.
Hello of France,
I’m poor poor little frenchy would like download some books, but my payment card don’t pass. May be the Atlantic Ocean is to large ?
Could you offer the services of Paypall to your European customers.
Thank you.
Dominique
I had a payment method failure earlier last week and have been working to get funds back into my account so it can go through. Unfortunatly I don't have the email anymore that was auto-generated and sent to me.
Once I got the funds in my account how can I make sure my order is resubmitted?