Order charged three times and never placed.


Customer Service


Dear Paizo Customer Team,

I sent an email 6 days ago regarding a problem I had with your online store, because I tried to place an order (the item is still in my basket), and I was charged three times, but the order was never placed (for thar reason, I cannot provide an Order number, sorry).

I don't mind waiting or carrying on with the conversation either in the forum or through the original email. I'm just posting to see if the email has been received and if the issue is being looked into.

Thanks and happy new year!

Paizo Employee Customer Service Representative

Hello Adrián,

I'm sorry that the order has been giving you some trouble. 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 have put in authorization reversal requests in case this hasn't happend for you yet!

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.

If you need any assistance updating the billing address, please let us know. Thank you!

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