My order keeps saying it has declined the payment method, so I put the card in again and it accepts it, then says it declined it again. I have in fact been charged for the order (it shows up on my bank statement) and the card is good as I can still use it (I just bought lunch on it in fact). What is wrong and what do I do to fix it? The whole reason I sprung for subscriptions was so I could get PDFs early, is this going to interfere with getting Ultimate Intrigue on Monday? Please help.
Customer Service Representative
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Hello deathbyflossing,
I've taken a look into your order #3881001, and while it does look like the payment was originally declined, I do see an open authorization on it now. As far as I can tell, it should be good to go as soon as our warehouse has processed the order for shipping.
What you're seeing on your account should just be an authorization, as we do not finalize charges until your order is processed for shipping. We are expecting to start shipping today, with a two-week window to get all the subscriptions out. Your authorization should remain pending until your order is processed, at which point the charge will be finalized and your PDF will be granted to your account automatically. If your authorization expires before then, the system will try again when your order is shipped. Sorry for the confusion!
For more information about our authorization process, please visit our authorization FAQ here.
I hope this helps! Please don't hesitate to let me know if there are any further questions or concerns that you may have, and I'll be more than happy to help out as best I can.
Thanks!
Katina
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Customer Service Representative
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I think something is going wrong on their backend because I've got the exact same problem. Hope they fix it soon
Hi Rhenthyl,
Looks like your order is in the same boat as deathbyflossing's up there. I see an open authorization which should remain pending until your order is processed for shipping, at which point your charge will finalize and your PDFs will be granted. Otherwise, everything looks good!
Just let me know if there are any further questions I can help with, and I'll be glad to do so.
Thanks!
Katina
The whole reason I sprung for subscriptions was so I could get PDFs early, is this going to interfere with getting Ultimate Intrigue on Monday? Please help.
In the news-you-don't-necessarily-want-to-hear category, while shipping is scheduled to begin today, you won't get your PDFs until they actually get to your package in the shipping queue, sometime between now and the 25th. While subscribers usually get their PDFs before street date, sometimes it doesn't happen. (That said, there's a five day buffer between scheduled end-of-shipping and street date this month, which is positive.)
Here's hoping yours (and mine!) ships today, though. Feels like I've been waiting to see the final version of the Vigilante forever!