Problems with Purchasing content from the site


Website Feedback

Grand Lodge

A few times now when attempting to purchase PDFs from the site, after attempting to confirm my order it will backtrack to the payment method step, then allow me to continue, then loop back again. There seems to be no rhyme or reason to when it allows me to purchase the PDF. I don't know what could be causing it. I haven't yet tried it on another machine.

Technology Manager

Generally it only loops back if there is some aspect of the process that has not been completed. Try it with a different browser, if the result is consistent, let us know.


I too have encountered this problem, and have even tried it on a couple different browsers to no avail. This has been unfortunate, but my main problem is that my bank account now shows several pending charges on top of none of the orders actually going through on the sites end.

Customer Service Representative

Indrajit wrote:
I too have encountered this problem, and have even tried it on a couple different browsers to no avail. This has been unfortunate, but my main problem is that my bank account now shows several pending charges on top of none of the orders actually going through on the sites end.

There are a couple of things going on here:

1) Your card is being declined by our credit card processor. That the site it not providing feedback that it was declined is a bug that has been reported.

2) Your card is being declined by our credit card processing system because it is not passing the address verification check. This means that there is something different between the billing address that is listed for your card on our site compared to what your bank has on file for you, so our card processor is declining it for security reasons. While your bank may be willing to open the attempts as pending authorizations, we will not be able to finalize any charges through them. These are just temporary authorizations that will expire from your account. More details about our billing andy payments can be found here: http://paizo.com/paizo/faq#v5748eaic9n0t

I have submitted authorization reversal requests for these attempts. This should notify your bank that we will not be finalizing any charges through those and they can release any holds they may have on the funds. In most cases, those should be reversed in about 1 business day, but it may take 1 to 5 business days, depending on your bank.

Before trying again, please double check that the billing address on your Paizo.com account exactly matches the billing address on file with your bank. Our credit card processor can be picky, so please double check things like capitalization of letters, abbreviations, etc.

If you are having trouble updating it on your side of the system, feel free to send your address (exactly as your bank displays it) via email, and we can make the correct changes on our side of the system.

If you have any further questions, please let us know.

Thanks!
~Sharaya

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