Order Declined But Money Taken From Account

[Mark Hughes 346]

I attempted to place an order online on Saturday 6/20 but transaction showed declined on four attempts, I received no order confirmation or anything. I then contacted my bank and they show the four transactions were deducted from my account and released to Paizo. The amount was 14.01 and I was only wanting to place the order once. I sent an email to customer service and left two voice messages to attempt to get the matter reconciled but with zero response. Can you please look into this matter asap?

[Mark Hughes 346]

I tried again today to place my order through the online store this time adding a few more items and after submitting the order I never receive a confirmation that the order has been placed. Checked bank immediately and shows funds have come out. Something seriously wrong with online ordering through your store.

[Diego Valdez]

Hello Mark,

You weren't charged for anything. Your card was being declined due to failing the address verification system. Usually this happens when the billing address attached to the card does not match what the bank has on file for it.

Each time you tried to submit the order your bank was pinged to make sure the card was 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 expire and the holds are released. How long that takes is up to your bank, but it should have happened by now.