QUOTE (reneewood @ Apr 4 2013, 06:30 PM)
We are having a terrible problem with orders being sent back to the customers as "Declined" but actually being charged to their account. Additionally, we've got orders charging to customers accounts but coming through to us as completely different customers with different products.
this has always happened sporatically, but it is now happening on a daily basis.
Are you sure the customers actually being charged for the declined orders? It is standard practice for the CC companies to hold the money, which looks to the customer like an actual deduction in their account if they look at it on-line. We tell our customers to wait 24 hours and notify us if the charges are still there.
For example, if a customer is declined twice and the order is actually charged once, s/he will see three deductions from his/her account until about 24 hours has passed. At that point s/he should see only one deduction.
HOWEVER, our credit card processor, BankCard Central, did double-charge customers on more than one occasion. (We are changing our processor as a result.) If it turns out that it is your credit card processor that has made errors, can you let the forums or me privately know? It is definitely a factor is choosing who to go to when we leave BankCard Central.
Good luck -- I hope it's not a real problem.