When your payment is declined, the authorization is voided and the money should be released back into your account within 2 business days (weekends not included) depending on your bank or card issuer (note: some banks and card issuers can take up to 5 days to release pending authorizations). If for some reason the authorization hold is not released, please check the following:
- Is the charge still visible in your banking statement?
- How long has it been since you have carried out a payment?
- Were any weekends included in the authorization hold period? Please note, authorization holds cannot be released during the weekends.
If the charge is still visible 5 days (not including the weekend) after the decline of your transaction and the charge is still visible on your card, please contact our support team and provide as much detail as possible regarding your payment. You can do that in two ways:
- Email firstname.lastname@example.org
- Submit a ticket through our support center at the bottom of this page
A more detailed explanation of AVS/CVV declines
- When a transaction is sent to the bank, it first “authorizes” the card for the amount requested (to verify if it is a valid card number and the requested amount is available). The AUTHORIZATION is approved, regardless of what the AVS/CVV response from the bank is.
- Secondly, the AVS/CVV response is sent back to the gateway along w/ the authorization.
- There is a difference between an “authorization” and a “capture”, normally the gateway will authorize & capture at the same time. However, since our gateway is set to DECLINE transactions that don’t match AVS or CVV, then the gateway will not capture the authorization if the AVS or CVV response that is received secondarily is NO MATCH. So, if the CVV or AVS fails after the authorization, you will see the “authorization” on their card, and we will see a “Declined” transaction in your gateway reports.
- Authorizations reserve (ear-mark) the funds for the merchant for 7-10 business days. For example, when you check into a hotel on Friday night, the hotel authorizes funds on your card, but doesn’t capture them until you check out (that’s why hotels have signs at the front-desk that state “Do Not Use Your DEBIT Card for Check-In”). What you're seeing on your online statement is a “pending charge” (i.e., authorization), that will automatically fall off of their account in due time (48hrs during business days or more depending on the card issuing bank), but it was never captured because the gateway does not accept transactions that don’t meet your AVS or CVV rules. We use AVS & CVV to help protect against fraud & chargebacks, and that the AVS/CVV response is unfortunately not known until AFTER the authorization is processed.
- There is no “refund” or “chargeback” that can occur on an authorization like this. Further, there is “no” transaction to reverse since the transaction was rejected for no AVS/CVV match. Some card-issuing banks (Capital One, HSBC etc) may let us CANCEL a pending authorization, but we must call into the card issuing bank with the customer on the line to do this (since the authorization is to protect merchants, the banks won’t let customers cancel the authorization without confirming with the merchant); we can’t guarantee they will cancel the authorization though, and there is no way to cancel an authorization on your end.
If the response at the gateway states that the address does not match, that is the specific AVS response that the card issuing bank reported.
The payment gateway does not “create” these AVS responses; the gateway simply sends the address to the card issuing bank, and the card issuing bank responds if it matches or not. The gateway has no control over the AVS response from the card issuing bank; the customer will need to call their bank to verify the address on file.