Ordering & CC issue which was handled, come and read, could help some

[MadQuack]

I've had nothing but trouble with the gotvapes checkout process. Aside from a mishap when ordering my Terminator TT last week (double charged), today has been bad, as well. I put through an order for the AGR Stainless Locking tank and I received no confirmation whatsoever. I checked my online banking, and even called a representative who was able to confirm the transaction cleared.

I placed a support ticket, received a run-of-the-mill response, so I replied with more specifics. I have yet to hear back from Daniel. I really want to like your company; you guys sell great stuff and your value is awesome, but this is BS. I know that the transaction cleared and I am willing to prove it via my bank.

 

[dannoman]

Hi Mad - if you see double 'charges' what it usually means is that two attempts were made (possibly an error in input of address, CCV code, zip for billing address on the first try). What happens is we do not get credited for it but your account may show a hold on your credit card for anywhere from 3-10 days depending on the credit card company or the bank you deal with. Eventually it clears, but we only receive the funds on the transaction that goes through.

On your order that you said you placed today: I won't ask for your name in a public forum but if you submit a ticket to GotVapes Help Center and Knowledge Base, Max Wood, our CS manager will have a look. If you do not receive a confirmation it may mean that:

a) Your order did not actually clear the credit card process
b) It cleared and went through fine but the confirmation email went to a junk mail or spam folder on your system. You can right click an email on Windows Mail and other email clients and choose the option that says "Add sender to safe senders list" or something similar depending on your email client. In the future then your emails from us won't get spam-binned.

But let's see first if we do have your order in our system.

Normally we do not allow threads pertaining to one individual's CS issue but this may be educational for someone else.

 

[FL Lori]

You are a nice man~

 

[MadQuack]

Thanks for responding. That hold did in fact clear up after a few days. As for your two explanations that you provided, this case seems to be a case of A. It kept declining due to my billing address not being accepted (it was absolutely correct, even though I don't live there anymore). Even though it kept declining me, my bank representative told me that he saw that I made multiple attempts, and one did clear. I'm not sure what to make of this. My order history at gotvapes only shows last week's transaction.

Should I do a chargeback and try again?

 

[woody55]

I can assure you that no transaction has gone through. Even on a completed order it takes approx. 3-5 days for the financial transactions to completed. None of them do it immediately.

 

[dannoman]

Its basically a robot/machine that looks at your billing address. So this is nothing personal (lol), there is something flukey going on somewhere between what the bank is now showing your billing address or maybe one little miscue when you enter your order.

Our system is programmed to only accept a billing address that matches correctly on the address line AND the zip code (Zip 5 only). This is to prevent higher credit card fees. They charge us double on a transaction that does not have solid AVS (address verification).

Chargeback is one certain way to have your account banned at GotVapes, especially if we are trying to work things through. You may not know it but a chargeback is damaging to any vendor, especially those in what are considered 'high risk'. So we ask you to refrain from that and allow us to work through it. This was not meant as hostile, just stating fact as you didn't seem malicious in saying it and I wanted to make you aware. Some people think that filing is a chargeback is a perfunctory, standard thing, like taking an item back to a brick and mortar store and asking for a refund. It isn't

By the way, Max will take your name in ticket system and see if we do indeed have an order from you. If not Max will give me your name and I will then go even further to make sure a credit card transaction from you did/didn't go through our merchant processing system.

Thanks for responding. That hold did in fact clear up after a few days. As for your two explanations that you provided, this case seems to be a case of A. It kept declining due to my billing address not being accepted (it was absolutely correct, even though I don't live there anymore). Even though it kept declining me, my bank representative told me that he saw that I made multiple attempts, and one did clear. I'm not sure what to make of this. My order history at gotvapes only shows last week's transaction.

Should I do a chargeback and try again?

 

[MadQuack]

I can assure you that no transaction has gone through. Even on a completed order it takes approx. 3-5 days for the financial transactions to completed. None of them do it immediately.

You're right, but it does subtract from useable balance. It's alright, the bank solved the problem; it was a technical glitch of some sort. I'm going to try to place the order again.

Thanks for all the responses, even though the whole thread is pointless in retrospect.

Its basically a robot/machine that looks at your billing address. So this is nothing personal (lol), there is something flukey going on somewhere between what the bank is now showing your billing address or maybe one little miscue when you enter your order.

Our system is programmed to only accept a billing address that matches correctly on the address line AND the zip code (Zip 5 only). This is to prevent higher credit card fees. They charge us double on a transaction that does not have solid AVS (address verification).

Chargeback is one certain way to have your account banned at GotVapes, especially if we are trying to work things through. You may not know it but a chargeback is damaging to any vendor, especially those in what are considered 'high risk'. So we ask you to refrain from that and allow us to work through it. This was not meant as hostile, just stating fact as you didn't seem malicious in saying it and I wanted to make you aware. Some people think that filing is a chargeback is a perfunctory, standard thing, like taking an item back to a brick and mortar store and asking for a refund. It isn't

I'm aware, and that is why I asked first. It was a very last resort in any case, and it wasn't needed. I didn't want to ask for a refund for an order that never showed up, either. No hostile feelings on this end, either.

 

[dannoman]

Lol don't worry the thread is not pointless (I am sure there are others who will get some benefit on the process) - its very educational I am sure for others. When we went to a new merchant processor they required a stronger AVS system. Some of our customers were then required to put in a stronger more accurate billing address (before it only checked the zip).

Anyway thanks for letting us help you work through this.

You're right, but it does subtract from useable balance. It's alright, the bank solved the problem; it was a technical glitch of some sort. I'm going to try to place the order again.

Thanks for all the responses, even though the whole thread is pointless in retrospect.



I'm aware, and that is why I asked first. It was a very last resort in any case, and it wasn't needed. I didn't want to ask for a refund for an order that never showed up, either.

 

[MadQuack]

Well, I might as well contribute to it, then. These new antifraud checks are very accurate; mine was declined due to a decimal that I added to "APT(.) ###" on the second line of the address. So if anyone else has similar problems, make sure to fill out the billing address exactly how it is on your bank statement.

Oh, and the order went through this time. Can't wait for the tank!

 

[dannoman]

Thanks much for giving the update. I was JUST going to ask you if your billing address was an APT. APT address can be tricky. If you don't have the APT number formatted as you do on your billing statement it can very well kick it back as not valid. For instance watch that you don't use hash marks (#) or it MAY kick back (not always). If your billing address says APT and you input UNIT it MAY kick back. (and also, no need and better not to add the period/decimal after APT)

I am saying it MAY kick back as what happens is our processing center sends your billing info to your bank or credit card company underwriting your card. They each have differences in how literal they 'see' things.

Once you have determined how that billing address should 'look' for your orders then you should have no problem after that as this is stored on your account at GotVapes (the billing address)

Well, I might as well contribute to it, then. These new antifraud checks are very accurate; mine was declined due to a decimal that I added to "APT(.) ###" on the second line of the address. So if anyone else has similar problems, make sure to fill out the billing address exactly how it is on your bank statement.

Oh, and the order went through this time. Can't wait for the tank!

 

[FL Lori]

Would love to see the title changed to CC issues or something like that. Then it would really be helpful.

 

[MadQuack]

I'd change the topic name if I could. If any mod sees this, feel free to do so.

 

[badkolo]

done and done

 

[FL Lori]

Much better. Thanks for being willing Madquack and thanks for the modification Bad.