card declined but money taken


Customer Service


I have made an order for the 2nd edition books but my card got declined. Being stubborn I tried 5, times to no avail, but the bank went ahead and took out the money from my account and went through the transaction 5 times costing me over 500 dollars, how can I go about getting the money back. Thanks for the help

Customer Service Representative

Hello gaje,

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. I will put in Authorization Reversal Requests to speed up this process and ensure all of those funds are released for you.

If you need any assistance updating the billing information for the payment method, please let us know. Thank you!

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