My bank card company is showing multiple charges for my purchase with you. How can I get this fixed?
Let's be clear ... it is not possible for us to charge a bank card multiple times for the same order. Transactions must be initiated by the card holder using his/her PC online. So the fact that you're seeing what appears to be a duplicate or multiple charge tells us that during the checkout process, one of two things occurred:
- Possibility #1: You clicked the Submit Button Multiple Times OR Refreshed your Browser during Checkout
- Possibility #2: Your Credit/Debit Card was Declined for an AVS (address verification system) data mismatch.
Here's an explanation of each possibility along with what you can do.
Clicking the Submit Button Multiple Times OR Refreshing the Browser during Checkout
In this scenario the "Submit" button is pressed multiple times during the checkout process causing your order to be submitted multiple times - which includes requesting bank approval for your purchase multiple times. The other way this can occur is if you click your browser's refresh button during the checkout process - which is the same as clicking the Submit button multiple times. If your browser page times out or "hangs" for any reason when you're in the checkout process DO NOT attempt to refresh your browser. Doing so will likely cause another order to be submitted along with another authorization on your credit/debit card. Instead, log into your account with us and check to see if the order was submitted / received. If it is, you do not need to try again. If your order does not appear in your account with us, then the items should still be in your shopping cart and you can attempt checking out again. It is important to understand that during the checkout process when you click the SUBMIT button, we have to connect to services outside of our network to get bank card approval. As such, we cannot control the speed of the network or the bank card processing systems. Sometimes during heavy loads it is possible for a page to time out or appear to hang. Our experience has been that in most cases, the only page that times out is the page in your browser telling you the transaction was completed - which means everything else completed.
So what can you do? Unfortunately nothing at this point. You can return the item(s) for a refund in accordance with our return policy if you'd like. Here's a link to our Refund & Return Policy page.
Credit/Debit Card was Declined for an AVS (address verification system) data mismatch.
The process for authorizing a credit or debit card transaction requires two steps -- although it happens quickly. The first step is to verify that funds are available at the issuing bank. If funds are not available (e.g. over-limit status), the transaction is declined without going on to the second step. If funds are available, an approval code is issued for the available funds portion of the process and the transaction moves on to the second step of the process. The second step of the process is typically referred to as AVS or the Address Verification System. The AVS system is critical for fraud control and is in place to protect the cardholder.
In the AVS step the information you keyed for your billing address, card ID, expiration date and zip code are checked against what the issuing bank has on file for your account. If the information you keyed in matches, the transaction is considered "Approved" and we can proceed with processing your order. If however there is a data mismatch with any of the AVS information, the transaction will be "Declined" and we cannot proceed with processing your order. While the issuing bank approves the transaction in terms of having funds available, the transaction is still Declined to us due to the AVS data mismatch Unfortunately the merchant (that's us) is not informed as to why the transaction is declined, only that the transaction has been declined. In this situation we are only able to inform you that the transaction has been declined and ask you to carefully review the information you entered to make sure you didn't make an error. Unfortunately, because the financial side of the transaction was approved by the issuing bank, most banks will still place a "hold" on the funds for the amount of the purchase even though the transaction was declined to us due to the AVS mismatch
So what can you do? First, it is important to recognize we have no control over the bank card rules and regulations. This is the system banks have in place for processing debit and credit card transactions. To be sure, the rules for processing online credit card transactions are more rigid in order to combat fraud but we don't make the rules. We simply follow them. Therefore, there is nothing we can do to reverse a declined transaction in this situation since there is nothing for us to reverse -- the transaction was declined to us.
We have not received authorization to charge your account multiple times and thus we are not able to reverse something that does not exist. Second, the "hold" placed on these funds in your account is only temporary. Most banks will lift the hold after one business day -- although some will take longer. You have to contact your bank to see what their policy is in these situations. And third, if you want more proof that we did not charge your account multiple times for the same order, send an email to us by CLICKING HERE (choose the "multiple bank card charge" reason from the drop down list). Be sure to include a valid return email address and your name. We will respond back with a screen shot of the credit card processing system showing all transactions we made using your account. We'll also include the transaction ID which you can then follow up with your bank if you want.
While we know this situation can be very frustrating, we hope you'll understand we are not the source of your frustration. So please, don't shoot the messenger. We're merely playing by the rules others have setup.
Back to Top of Page