beleth opened this issue on Apr 28, 2003 ยท 9 posts
beleth posted Mon, 28 April 2003 at 1:29 PM
I attempted to make a purchase over the weekend, and it never completed. The Marketplace software did put a hold on my account for the purchase (and all the subsequent purchases i attempted to make [sheepish grin]). I did send an email to the payments@renderosity.com address, so hopefully someone is aware of the issue. I did get my bank to remove a couple of the holds so i could get at my money, but i was understandably hesitant to attempt my purchase again. Could someone let me know when i will be able to make a purchase?
Thanks,
James
ClintH posted Mon, 28 April 2003 at 1:46 PM
James - Did you get any error messages when checking out? Clint
Clint Hawkins
MarketPlace Manager/Copyright Agent
All my life I've been over the top ... I don't know what I'm doing
... All I know is I don't wana stop!
(Zakk Wylde (2007))
beleth posted Mon, 28 April 2003 at 1:55 PM
Clint, yes, I did get an error message. It was something about validating the address on my card. I've made quite a number of purchases here without any error in the past. Here's the exact error message: Order Processing Failure! AVS Failed: avsaddr=X, avszip=X. We were unable to verify your card address or Zip/Postal Code. Please contact Bondware Inc. at payments@renderosity.com or call us toll free at 1-866-220-2949. Thanks, James
JeniferC posted Mon, 28 April 2003 at 3:24 PM
Credit Cards have a two step process. An authorization puts a "hold" on the funds and a settlement actually charges on your card. Your credit card was authorized, but not settled because the address and zip were not able to be verified. This means your card company shows an authorization from Bondware, Inc. as a "pending" charge; however, you will not actually be charged. It can take from 2 to 7 days for this "pending" authorization to be released from your credit card. You can contact your card company by the toll-free number on the back of your card to find out how long the charges will be in "pending" since they will not be settled. If your card companies "pending" release time is too long for you to wait, you may want to call our offices toll-free Monday through Friday from 9am to 5pm (CST) at 1-866-220-2949 and we will try to get your "pending" charges released faster. Or we can verify your information over the phone and settle one of the charges manually and make your order available for download. Thanks, Jenifer Keeling Renderosity Admin
beleth posted Mon, 28 April 2003 at 4:45 PM
Jenifer, Thank you. I was able to get the majority of the holds removed from my account via a customer service rep with my bank (it was a rather embarassing ordeal, suffice it to say). However, the question I have now is, will I be able to make my purchase? I assume that there was something wrong with the Marketplace software, as it was unable to verify the address on my card. I have not changed the address on my card or on my account here since my last purchase. I guess I'll try it again and we can go from there. Thank you for your help! Thanks again, - James
JeniferC posted Mon, 28 April 2003 at 4:52 PM
The purchasing problem is not our Marketplace software. Your credit card company does not supply our credit card processor with the address and zip. This usually happens with small local banks or credit unions, and occassionally with regional banks that only supply avs info to regional card processors instead of to all of them. We can process your order manually, after you have tried checking out and received the AVS can not be verified message. Just send us an email payments@renderosity.com or call us M - F 9am to 5pm. Now that the "holds" are removed we'd need you to try to check-out again--BUT only once. Then we can finish the process manually. Thanks, Jenifer
beleth posted Mon, 28 April 2003 at 5:10 PM
Jenifer, Again, thank you for your help. I did try it out again (only once this time... :D ), and it worked just fine. I'm certain it was just a glitch in the system - probably the fault of my bank. In no way was I intending any offense or insult towards Renderosity. You all have done a great job, and I must say I am overly impressed with how quickly and accurately you and Clint helped me solve my problem. Now, I must return to my shopping! Thank you again. Sincerely, James McCorkle
ClintH posted Mon, 28 April 2003 at 5:40 PM
Thanks for the ncie comments James. I'm glad to hear that your recent purchase attempt went through OK. Clint
Clint Hawkins
MarketPlace Manager/Copyright Agent
All my life I've been over the top ... I don't know what I'm doing
... All I know is I don't wana stop!
(Zakk Wylde (2007))
beleth posted Mon, 28 April 2003 at 5:46 PM
You're welcome! Keep up the good work! I'm glad too, now I can make that femme fatale pic I had an idea for. :P Thanks! - James