Order Issue


Customer Service

Shadow Lodge

I attempted to make an order yesterday but got no confirmation or order number. The items are still in my cart but my bank has been charged 4 times for the order. Any help would be appreciated.

Customer Service Representative

Hi Mark,

Your card is being declined by our credit card processing system because it is not passing the address verification check. This means that there is something different between the billing address that is listed for your card on our site compared to what your bank has on file for you, so our card processor is declining it for security reasons. While your bank may be willing to open these attempts as pending authorizations, we will not be able to finalize any charges through them. These are just temporary authorizations that will expire from your account. More details about our billing process can be found here: http://paizo.com/paizo/faq#v5748eaic9n0t

I have submitted authorization reversal requests for these attempts. This should notify your bank that we will not be finalizing any charges through those and they can release any holds they may have on the funds. In most cases, those should be reversed in about 1 business day, but it may take 1 to 5 business days, depending on your bank.

Before trying again, please double check that the billing name and address on your Paizo.com account exactly matches the billing address on file with your bank. Our credit card processor can be picky, so please double check things like capitalization of letters, abbreviations, etc.

If you are having trouble updating it on your side of the system, feel free to send your address (exactly as your bank displays it) via email, and we can make the correct changes on our side of the system. Thanks for your patience!

Shadow Lodge

Joan H. wrote:

Hi Mark,

Your card is being declined by our credit card processing system because it is not passing the address verification check. This means that there is something different between the billing address that is listed for your card on our site compared to what your bank has on file for you, so our card processor is declining it for security reasons. While your bank may be willing to open these attempts as pending authorizations, we will not be able to finalize any charges through them. These are just temporary authorizations that will expire from your account. More details about our billing process can be found here: http://paizo.com/paizo/faq#v5748eaic9n0t

I have submitted authorization reversal requests for these attempts. This should notify your bank that we will not be finalizing any charges through those and they can release any holds they may have on the funds. In most cases, those should be reversed in about 1 business day, but it may take 1 to 5 business days, depending on your bank.

Before trying again, please double check that the billing name and address on your Paizo.com account exactly matches the billing address on file with your bank. Our credit card processor can be picky, so please double check things like capitalization of letters, abbreviations, etc.

If you are having trouble updating it on your side of the system, feel free to send your address (exactly as your bank displays it) via email, and we can make the correct changes on our side of the system. Thanks for your patience!

Thank you for your quick response. I sent my billing address via email. Hopefully this gets it all settled

Customer Service Representative

I replied via email. Let me know if you have any other questions!

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