Double billed...

[StarMartyr365]

I tried to order the PURESTEAM pdf but my card was declined. I checked the info and tried again and was denied again. I logged onto my banking site to see what was wrong and there are 2 charges for $9.95. So the bank processed the order twice.

Worse, the pdf is not in my downloads.

Help!

SM

[StarMartyr365]

Should I dispute the charges with my bank and try again? I was really looking forward to reading PURESTEAM over the weekend.

SM

[Katina Davis]

Hello SM,

I've looked into your order, and it seems like what you're seeing on your account are just authorization attempts. These are essentially temporary holds on the funds that are generated whenever a payment method is tried. They will typically expire within a few days and release the funds back into your account. Since you tried to charge the item twice, it generated two authorizations. I can go ahead and reverse those authorizations so that your funds will be released more quickly.

As for the payment method, it looks like it was declined because it did not pass our Address Verification System check. Since our AVS is designed to prevent fraud, it can sometimes be overly strict in making sure that the billing address you provided in our system matches the one that is on the banking statement for your card. It is best to make sure that the two match down to very small details like abbreviations, punctuation, and capitalization.

If you change the addresses to match and the payment method still does not go through, there may be something else at work here. If that's the case, it would be a good idea to contact your bank and see if they have any input for you, and we can always look back into your order and see if we can find more information on our end.

Thanks for your patience and I hope that we can get this resolved soon. Let me know if there are any other questions or concerns that I can address for you.

Thanks!
Katina

[StarMartyr365]

Yes, please reverse the authorizations. Banks are notoriously slow to release funds back to their customers and anything that can speed up the process is greatly appreciated.

I'll check my billing information and update it as necessary. If all goes well I'll resubmit the order after midnight eastern time.

Thank you so much!

SM

[StarMartyr365]

Now I have new problems. I deleted all of my billing info and updated it according to what I have on record with my bank. The update page repeatedly asks for a "billing address" even though I typed the information in several times. Each time I clicked "use this address" it asked for a "billing address". I never get a chance to confirm or continue to place my order.

I cleared out my browser, closed chrome and started from scratch with the same results.

I'm not sure how to proceed at this point.

SM

[Katina Davis]

Hello again SM,

I'm sorry that the system is still giving you issues. I was looking into your order, and it appears that we are still receiving the Address Verification error message, which is difficult if you're having trouble entering information into the system.

I think for now, perhaps the best solution would be to send us an email at [e-mail] with the address that you are trying to enter into the system, that way we can wrangle the software and make sure that it is receiving the correct information. If your shipping and billing addresses are different, please be sure to include both.

Please note: it's a bad idea to leave your personal information here on the messageboard, for security reasons.

In the meantime, please let me know if there are any other questions or concerns that I can help you with.

Thanks!
Katina