Order incomplete, yet still being charged?

[sellusgravius]

Hello,

On 17/01/18, I attempted to place an order, however upon finishing the order, nothing happened. There was no acknowledgement that I had placed an order, no email, and the items were still in my card. So naturally, I tried again, same thing.

On 19/01/18, I again attempted to place the order, and tried from a different browser, as well as a different computer... It still didn't work. At this point I'm accepting the fact that for some reason, it's not letting me order anything.

However I then noticed an odd change in my bank account, and after some investigation, I found that there were multiple pending transactions... Two on the 17th, and NINE on the 19th.

Needless to say, I don't want to place this same order 11 times... But also, as far as I'm aware, the order has not even been placed at all.

Could I get some assistance on your end? I will be contacting my bank today to ensure that the money doesn't leave my account, but I am a bit concerned about this.

[sellusgravius]

Sorry, it meant to say the items were still in my cart* not card.

[Cpt_kirstov]

Most of the time this happens when the billing address in the system does not match the address on the card, so the credit card company rejects the charge. What you are seeing from the bank are most likely only authorizations. See This faq about authorizations...

[Diego Valdez]

Hello Sellusgravius,

Cpt_kirstov is correct. Your card was being declined because it was failing the address verification system. Usually this means that the billing address attached to the card does not match what the bank has on file for it.

What you are seeing are not charges. Each time you tried to submit the order your bank was pinged to make sure the card is valid. When this happens most banks will put a temporary hold on the funds, which can look like a pending transaction on your end. Because the card was declined we cannot finalize those authorizations. If not finalized authorizations will expire and the holds are released. How long this takes is entirely up to your bank and not something we can control.

I have issued authorization reversal requests. These let the bank know that since we cannot finalize the authorizations they can release them. They should be able to see the requests as soon as I submitted them, but how long it takes to process them is up to the bank.

[sellusgravius]

Thank you, I must have entered the wrong address (I've moved recently and must not have updated it yet). I did speak to the bank yesterday and they also explained about authorizations etc, so it looks as though I just have to wait until they are released.

Many thanks for the help!