Hi, @canyonbird .
Thanks for reaching out!
I understand that a customer placed an order on your store and was charged however they didn’t receive a confirmation email and your abandoned cart states that the order was not processed. Thank you for providing the error message for better visibility.
In this case it could likely be that the funds have been authorized by your customer’s bank but have not been captured, which we have no control over as that’s with the customers bank specifically. Authorization is necessary to check whether a card holder’s credit card holds sufficient funds and is approved to purchase from a merchant.
An Authorization request first emerges whenever a cardholder attempts to purchase a good or service through a credit card.
The process for this is as follows:
- Request is sent to the customers bank to authorize the amount on the card.
- The cardholder’s bank then determines whether the transaction is approved or declined based on the available credit in the merchant’s account.
- If there is sufficient credit, then the amount of the transaction is deducted from the cardholder’s account and the sale goes through.
- If there is a problem with validation or lack of funds, then the authorization is ultimately cancelled.
- This process can take anywhere from a couple of hours to 30 days and is entirely dependent on the cardholder’s banking institution.
Your customer will need to reach out to their bank to request a release on the funds. Some banking applications (like mobile apps), have a hard time displaying this. It would be best they reach out to their bank directly and they can confirm with them.
You can also reach out to our Live Support team so they can investigate and determine whether this is an authorization charge or legitimate charge. Since we are not able to authenticate your account or provide account specific information it is best to reach our to our team via chat, email or scheduling a call-back for phone support.