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Posting Rules
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Credit Card Authorizations/Captures

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  • Credit Card Authorizations/Captures

    I'm curious how others handle customers who call and question (or complain) that because we authorize at date of order and then capture at date of shipment it shows up on their online statement as two charges. I get at least 2-3 calls or emails a week stating that I've charged them twice and have to explain that the first one will drop off. Sometimes they say their account has been debited twice for the amount, but I know that's not possible, at least it's not coming to us.

    Joe Arbogast

  • #2
    I do not believe the capture shows up as a 2nd line on their online statement. The Authorization just changes to a capture and moves from temporary to actual charge.

    The issue happens when transactions are declined. Because the system gets an authorization from the card processor, and THEN AND ONLY THEN the system will run the fraud checks. If it does not pass a fraud check and is declined, then that authorization would show up on the online statement until it expires.
    If they try several times, then several instances will show on their statement.
    There no workaround for this :)