Hello! I just got an email notifying me my payment was declined for my subscription. However, a charge went through with my bank for the amount of the subscription from you guys. Could someone look at this for me? Im not sure where the problem lies.
I, perhaps foolishly, hit retry payment method and was charged a second time for the subscription, but my order still says the payment was declined, haha.
Edit: I think it might be because I changed my billing address, although I don't want to touch anything with my order till I get confirmed that I'll be getting my money back for the two charges.
I didn't touch my order as I'm at work but I've been charged a third time and sent another email my charge was declined? Can I get someone to look at my order please? :(
I really hate to be impatient with this but I'm down almost $200 from this issue, which I still don't even know what the problem is with my payment info, and I'd still really like my order to go through. :(
Just some heads up:
1) The customer service usually works the messages from oldest to newest, so by repeatedly posting and bumping the thread up, you are probably just making your wait longer.
2) Usually these "charges" when a card is declined are just payment authorisations, those should disappear by themselves. (Though, I think paizo and/or your bank can speed up the process.)
3) A common problem with the payment being declined is if the address on paizo for the payment method, and the oine stored by the credit card company are somehow different. But customer service will be able to tell you what the problem was, I think.
I'm sorry, I'll admit I was a bit panicked and stressed, probably didn't handle it in the best way. I've never seen my bank actually get charged for a decline payment like that before, so it's not something I've experienced. I did managed to go and fix my billing address finally. Thank you for the heads up.
Hello Introdile,
Mimski is correct. You haven't been charged for anything yet. Your card is being declined due to failing the address verification system. Usually this happens when the billing address attached to the card is not matching what the bank has on file.
Each time you retried the card, or we retried to process the order, your bank was pinged. When this happened your bank 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.
Hello again Introdile,
I had opened this post in a tab before you made your most recent post so I didn't see it until I posted.
I took a look and everything looks good with the order now.
You probably have seen authorizations before but didn't realize what they were. Pretty much any time you see a pending transaction it is an authorization, not a charge. The charge happens when it is settled. It's why if you see a fraudulent transaction your bank will tell you they have to wait for it to settle before they can do anything, up until it settles it is just an authorization that may or may not finalize. In a case like this your bank didn't decline the card, our card processor did. That's why your bank still opened the authorization.
This is simplified but how the process works is that our card processor pings your bank and says, "Later I am going to want to charge this card this much. When I do will it go through?" Your bank said, "Yup, it should be fine. Here's the info I have for you to compare." At that point it puts the hold on the funds because they are expecting a charge to come through. Our card processor then looks at the info and says, "Oh crap! This billing address is different! We can't take this because it might be fraudulent!" So the card gets declined by our card processor.
Thank you for the info! That all makes sense and it's good to know that I hadn't had any false charges. I have moved recently and updated my billing address here recently, but I guess I hadn't done that with my bank. Mistakes on my part then! Sorry for the trouble!