Problem


Customer Service


I made an order last week, i did not received any confirmation email and the paiement been take 4 time on my credit card... In my order history it did not appear.

Customer Service Representative

Hello pocout,

The order is still in your cart and a confirmation email was not sent because your card was declined. Your card was declined because it did not pass the Address Verification System (AVS) check. This indicates that there is a discrepancy between the billing address entered for the card on Paizo.com and the billing address your bank has on file for the card. Please ensure that all of the information entered for the payment method is accurate and then try to submit the order again.

The transactions you are seeing are not charges. They are authorizations or holds, which occur each time our card processor is asked to contact your bank to check if the card is good. When this happens, many banks choose to put a hold on the funds for the expected charge. However, because your card was declined, we cannot finalize these charges. Authorizations typically reverse a few days after they appear, when your bank chooses to release the funds.

In order to get the order to go through, we will need to take a look at the billing address on the payment method, and ensure that it is identical to what your banking institution has on file for that card. Once that is fixed, the order should complete no problem and only one successful charge will be finalized!

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