| godzillaboy6 |
Dear Paizo Customer Service Associate,
Hi! Yesterday afternoon, I attempted to purchase some pdf files for the current Starfinder Adventure Path "Dead Sun". However, the website wouldn't let me purchase the items. After a couple different attempts, the website stated that I did not have enough funds (which my account had more than enough no more than five minutes ago). I went to check on my banking account and found that I had been charged several times for the purchase. I promptly sent an email.
This thread is solely to make sure my issue is heard and fixed and I am now short a lot more money than the files were priced and I don't have the files in question on my download list.
Thank you for your time and I hope we can resolve this.
Sincerely,
Austin(godzillaboy6)
| Sam Phelan Customer Service Representative |
Hello Austin,
I took a look at your order and found that the initial reason your card was not going through was because it did not pass the Address Verification System (AVS) check. This indicates that there is some discrepancy between the address entered for the card on Paizo.com, and the billing address that your bank has on file for the card. Please ensure that all of the payment method information you have entered is correct.
As to the multiple charges you are seeing, I am happy to report that these are not charges, but authorizations. Each time our card processor is asked to check if a card is good, such as each attempt to submit the order, the card processor contacts the bank. Many banks then choose to place a hold on these funds, keeping the money aside for the possible charge. Because the card was declined however, we will not finalize these charges, and authorizations usually expire and release the money after a few days.
We can put in a Authorization Reversal Request which will let the bank know that we will not finalize those authorizations, but it is still up to your bank how quickly they reverse those authorizations.
I hope that I have clarified sufficiently what is gong on here. Please ensure that the information for the card entered on your profile is entirely correct, and once those authorizations have reversed and the tied up funds released, try the order again.
Thank you!