Today I attempted to order a PDF. It never showed up in My Downloads, nor did I ever get an order confirmation email. The PDF remained in my shopping cart.
I was, however, charged for the full price of the download. I would like to get my money back or have the paid-for download being made available to me.
There are a couple of issues going on here.
Your card is being declined (more on that in a moment). Our system should be providing some kind of feedback about the decline, but it isn’t right now. That is a bug that has been reported to the tech team.
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 this attempt as a pending we will not be able to finalize any charges through that. These are just temporary authorizations that will expire from your account. More details about our billing process can be found here: http://paizo.com/paizo/faq#v5748eaic9n0t
I have submitted authorization reversal requests for this attempt. 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 name and 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.
Thanks!
~Sharaya