If your online banking account is showing a pending transaction for a failed ticket purchase – or is showing multiple pending transactions for a single ticket purchase – we HAVE NOT charged your card incorrectly (except in very rare cases, usually involving hitting the ‘Refresh’ or ‘Back’ browser buttons during the checkout process). Please read below for details on how/why your bank is temporarily holding those funds.
In roughly 95% of all such cases, here’s what happened: When our credit card processing company attempted to settle the transaction, it was declined due to an address verification mismatch. Or, you clicked “Review Order” but did not complete your transaction by clicking the “Complete Purchase” button on the next page.
When transactions fail for this reason, they have this as a Transaction Status:
“Declined (Authorization with the card issuer was successful but the transaction was declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.)”
Or “Pending” transaction, in the case you accidentally left before completing the transaction.
Sadly, even a declined transaction or a not completed transaction may cause your bank to “hold” the funds – if it was “authorized” before it was declined. We never got the funds, but the bank is holding them until the “authorization” expires.
So, unless the transaction changes from ‘Pending’ to ‘Cleared’, we didn’t charge you incorrectly (which is why you didn’t get a receipt for an incorrect purchase), but your bank is holding your money and you’ll get it back from them – in the next few days or of couple weeks. Kind of a funky policy, we know. We’ve checked with other vendors, and haven’t found any card processing solution that has a way around this annoying issue, in cases like this.
We can help notify your bank to release your held funds ASAP if you contact us at: firstname.lastname@example.org
If there’s anything else we can help with on this, don’t hesitate to contact our Support staff!