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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
    http://www.birdsafestore.com

  • #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 :)

    Comment


    • #3
      Yes, I used to have this to occur rather often too. It would save us a lot of time if the entire process was not set up to make it appear to the customer that we have charged them multiple times when we have not, let alone the time wasted dealing with this but the rudeness of the customers as well for something we have no control over, getting blamed and sometimes cursed for something that you didn't do or have no control over. I have placed an explanation of how card processing works on my contact page with a few other frequently asked questions so that customers would be aware before reaching out to us and it has helped a lot but there still are a few customers here and there that still disregards the explanation and contacts us anyway but definitely not as often as it used to be. You can view what we have on our contact page at:

      https://www.gro-aut.com/crm.asp?action=contactus
      Gro-aut Solutions

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      • #4
        Hey Joe Birdsafe ,

        Like elightbox said, this is typically caused by transactions that get rejected at the gateway level for AVS failures or CV2 / expiration date mistakes. Authorizing now and capturing / shipping later is the right way to do things, and it won't cause the apparent double-debit that your customers are reporting.
        - Dean P. e-commerce and small business consulting

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        • #5
          DeanP elightbox -- this is simply not the case. I just had another customer (second one this week) who says I charged her twice. She is a regular customer and there was no issue with her initial authorization -- full AVS match and CVV match. No declines. Transaction list show only the initial charge and a delayed capture.
          Joe Arbogast
          http://www.birdsafestore.com

          Comment


          • #6
            Weird... Have you contacted your payment gateway provider to see if there are indeed two separate transactions, or one transaction being duplicated? I suppose it's also possible that you've encountered one of those rare buyers who has a bank that handles transactions oddly. :\
            - Dean P. e-commerce and small business consulting

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            • #7
              DeanP I logged into the system and noted that there were two transactions -- one an Authorization and one a Delayed Capture - that is all. But I must get all the "odd customers" because I get at least one or two of them a month who call or email saying they were charged twice.
              Joe Arbogast
              http://www.birdsafestore.com

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              • #8
                So again I get a call from a customer this morning claiming that my "second charge has put her account into an overdraft" -- how in the heck is this possible and what kind of answer can I give these people other than "wait and the first one will drop off" -- I'm not sure how an auth and delayed capture is causing an account to go into overdraft.
                Joe Arbogast
                http://www.birdsafestore.com

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                • #9
                  She didn't mess up the first transaction and submit another one?

                  What does your processor have to say about this? I'd be curious to know who the processor is.
                  - Dean P. e-commerce and small business consulting

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                  • #10
                    Dean - she didn't mess up because I took the order by phone myself, there is never a problem with any of these issues. I use PayFlow Pro for my processing and I haven't had time to try and call them again -- the last time they simply said it was an "auth and delayed capture"
                    Joe Arbogast
                    http://www.birdsafestore.com

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                    • #11
                      It sounds like the authorization and capture are happening as separate transactions, instead of modifying a previous authorization and turning it into a final capture. If that's the case, I believe the the fault could be on the side of either the processor or customer's bank. I guess it'd take a lot of digging to find out :\
                      - Dean P. e-commerce and small business consulting

                      Comment


                      • #12
                        In my Payflow Pro account and in PayPal it shows all credit card transactions as two separate entries. I should maybe run a sale on my own credit card to see if it applies that way. I'm thinking it has to do with certain customer banks because it's only a small fragment, and I used to get the same questions when I used Elavon/Auth.net for processing.
                        Joe Arbogast
                        http://www.birdsafestore.com

                        Comment


                        • #13
                          I sure wish someone had an answer for this. I've had two this week -- and this morning I had a customer actually get me on the phone with Discover -- order was placed with an Authorization, Captured 2 days later, and then the order was later canceled, so I did a refund for the order in PayPal -- the lady at Discover told me that there was a reversal of the "second authorization" but not the first. I told her that I can't refund the same transaction twice, and tried to explain that the second was not an "auth" but a delayed capture and that was refunded.

                          It sure was nice when people didn't look at their accounts until they got that statement in the mail.
                          Joe Arbogast
                          http://www.birdsafestore.com

                          Comment


                          • #14
                            I spoke at length with tech support at Payflow and they said this was "normal" that doing an auth and delayed capture was the proper way to do so and some banks will show this as two separate charges until the auth clears. I'm getting customers almost daily now complaining about two charges as some of them are saying their bank is holding both amounts and they are going into overdraft. Not sure how to correct this other than doing a direct capture at sale - but then that creates a whole other set of issues.
                            Joe Arbogast
                            http://www.birdsafestore.com

                            Comment


                            • #15
                              We use Authorize.net and have had the same issue for many years. We explain that what they are seeing is an authorization, then a charge and tell the customer to call their cc/bank - as that is where the customer is seeing the perceived multiple charges. After the 1st verbal tirad/abuse call and after they call their bank - 98% of the time, they never call back, meaning their bank resolved the issue with them.
                              Last edited by Chris; 10-05-2018, 03:03 PM.
                              http://WrightStuff.biz
                              CaregiverProducts.com
                              ArthritisSupplies.com

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