Just wondering if anyone had any suggestion -- perhaps Marcus could do something, suggest something -- about this whole situation where if a customer's credit card is declined because they put the wrong address and they go into their online account, they see a transaction and believe it went through because it does'nt indicate declined, and even if they call their bank they say it's "pending" -- I try to tell them that it will clear up in a couple of days -- some argue with me -- and some I even have to say to them to initiate a chargeback if they think they've been charged (knowing good well that their bank won't be able to) - but it's a big problem nowadays - something needs to change as far as what the bank shows these transactions as.


Thanks in advance

This is not really an issue with BVC, but an issue with the card issuing banks. Typically, this happens with debit cards with a MasterCard or Visa logo on them. Since it is technically not a credit card, the "authorization" is an actual charge against the customer's account. You would think that cancelling the authorization would instantly put the money back into the customer's account, but at many banks it does not - they wait until the end of the 30 day authorization period.

Since it is the customer's bank that has the issue, not you the merchant, the customer is the one who has to call their bank to manually reverse the charge. Their bank will typically not even talk to you, the merchant even if the customer is blaming you. Rest assured, if you have cancelled the authorization on your end, you are no longer at risk of retribution from the customer. If you can diffuse the customer and explain to them it is their bank that is holding the money, not your company you can probably get them to call their bank to verify this.