Occasionally, guests will reach out saying after they purchased a single egift card they did not receive the card and are seeing multiple charges for that egift purchase. There are a few ways to show these charges were not actually captured, and will be removed from a bank/card statement in a few business days but if the guest would like the charge removed sooner, they should follow up with their bank/card issuer.
If you receive these types of inquires, a guest will usually report their bank account or credit card shows a “pending charge” or “authorizing charge”. It is important to have the guest provide a statement screenshots as it is the source of truth. For example:
In this case, the guest has a pending $20 charge, which was not fully authorized. You can verify this through reporting in the PXS Merchant.
Reporting
If the date of purchase is known, use the General Web Order Fulfillment Detail Report
to show purchased cards for a specific day or range. Using the above example, the Web Order Fulfillment Report for 12/14/2022 shows there are no authorized/finalized charges for $20 for that specific day. Therefore, the guest was not issues an egift card and the guest was not actually charged.
If the specific date is not known, follow-up with the guest for a date range, or broaden to a week an then search by the name of the guest in the billing/recipient headers. If the charge is not there, the guest did not successfully purchase a Paytronix egift card.