Frequently Asked Questions (FAQs)


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Created: 5/15/2007    Updated: 4/11/2008 
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Q reported that my credit card was declined, but my credit card company says the card was charged. Please explain.
A   If an attempt to charge your credit card results in an Address Verification Service (AVS) mismatch (meaning that the address you provided to us during checkout did NOT match the address on file with your credit card company), or if you incorrectly entered your Card Verification Number (CVN) or expiration date, then the transaction will be declined, and we will NOT receive any money from you.

However, when a failure results from one or more of the conditions described above, the transaction is voided but the authorization remains. The preauthorized amount reserved against the credit limit of your card (or amount put on hold for a prepaid credit card or debit card) will remain for a predefined period of time until it is expired by your card-issuer. This time period varies with all card-issuing banks, and you will need to contact your credit card company directly to find out what their hold times are.

The process described above is NOT something can control. To avoid delays in processing your order, and to avoid unnecessary holds on your credit (discussed above), we recommend that during checkout you carefully enter your credit card information, with special attention to the "Billing Information" address.

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