Hi Folks,

This isn't directly related to the shopping cart but I'm hoping any of you have run into a similar problem and found a resolution. We recently switched from one merchant service provider (in conjunction with Authorize.net) to a new merchant service provider (still using Authorize.net but with a new account).

We are getting complaints from customers who, after submitting a credit card order with bad AVS, are having the transaction denied but funds are still being temporarily withheld from their bank account. So they try to submit the order, it fails, and then they don't have access to those funds in order to submit the order again properly until their bank clears those funds (we've heard anywhere from 3 days to 2 weeks). Authorize.net claims this is handled by the card issuing bank and that they can do nothing about it.

We never ever had this issue with our first merchant service provider. Not once did we get a complaint until we switched to the new provider. It's getting rather irritating having customers call and demand that we release their funds back into their bank account and having to explain to them that it isn't us, and that it's their bank holding the funds.

Has anyone run into this and how did you deal with the situation?