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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 :)


    • #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:
      Gro-aut Solutions


      • #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