Current Known Issue with Pet Store Purchases

Greetings all,

We are aware of a recent issue with the store which is preventing people from completing their pet purchases.

We are working to resolve this issue as quickly as possible so people can once again purchase the pets. As more information becomes available we will pass it on to you. I thank you very much for your patience while we work to have this resolved.

Q u o t e:
What about my 3 pending charges. I dont want to be charged more than once.

A pending charge is just that, Konquer. If the transaction does not complete you will not be charged.

This was stated earlier by one of our Billing Reps.

Q u o t e:

As for the pending charges: When an order is placed at the Blizzard Online Store, the funds are held by the bank or credit card company until our system performs its End of Day procedures. The pending funds being held are taken from your available credit and will show as a transaction; however, these funds will NOT be transferred from your account until our End of Day procedures are done. During the End of Day procedure the system will then process the credit card order and transfer the funds from the bank or credit card company to us.

If, for any reason, the order cannot be processed correctly (i.e.. billing address verification failure, cancelled order), the request for these funds will NOT be made when the system does the End of Day procedures. The held funds may still appear as a transaction on your bank or credit card statement until your bank or credit card company reverts the funds back to your account. The amount of time the funds will be on hold is based on your financial institutions policies for pending charges.

Q u o t e:
Sorry did not really understand what the rep meant. Thanks for the update, buy after a long days work it i just need a simple yes you will gert your money back and your funds will be refunded. That was alot of text for such a simple response.

You didn't ask will you get your money back, Konquer, you actually made a statement that you didn't want to be charged three times.

The very first sentence I typed out actually answered your unspoken question. The rest of the information was more information for those who were interested in it.

Update

I have just received word that they believe that they have found what was preventing the purchase from being completed and have resolved the issue.

Q u o t e:

It has? My apologies for being a "retarded n00b" as many would put it, but I never saw a blue actually verify that point. I saw them dance around it, but none of the threads I found told me matter-of-fact that this would happen. Lots of users did.

Dance around what, Thwei? If you are referring to the pending charges I said the following in this thread.

Q u o t e:
A pending charge is just that, Konquer. If the transaction does not complete you will not be charged.

Am I not understanding your question?

Q u o t e:
The question is more I'm curious as to what exactly would keep the transaction from completing?
My CC info is correct, billing info, Etc. It's all correct, so I was wondering how the system will know to deny the transaction when everything it sees will be 'complete' and likely proper as per it's coding.

That is certainly a good question, Thwei. I suppose it depends on the circumstances. The Billing Reps that occasionally post in this forum have covered this subject several times but I'll paraphrase what I have seen.

Sometimes when the transaction is unable to be processed it could be for several different reasons. Such as the the name of the card holder not matching the account holder, a communication issue with the bank, and any other number of factors. It can also be that the security protocols that are part of the most of online stores, and currently part of ours, calculates the requested transaction to be potentially fraudulent.

Q u o t e:
I'm still having the same problem also. Tried multiple, viable credit cards. Have been trying for a couple hours now with no luck.

Problem still isn't solved, apparently =(

That problem we have, Kiwikiwi, is that not all of these issues are the same. People are experiencing several different reasons why their transaction has been denied. This thread was created regarding a specific issue that was affecting all purchases originally taken from the following thread.

http://forums.worldofwarcraft.com/thread.html?topicId=20677865930&sid=1&pageNo=5#80

Information posted by one of our Billing Reps in that threads may apply to your particular issue.

Q u o t e:

The reasons for a transaction to not process through can vary from situation to situation. If you are receiving the "unable to process transaction" message, clearing your cookies and temporary files, or trying from another web browser may resolve the issue. If the transaction is still unable to process you can contact the Billing & Account Services team to attempt the transaction over the phone. The full contact information is noted below.

While a representative can attempt the transaction, we are unable to force the transaction to finalize. If the charge is declined or not able to process with a financial institution with the representative, the best alternative to make the purchase would be with a different form of payment. You may also wish to contact your financial institution to confirm their are no temporary blocks or other issues with processing payments.

Billing and Account Services

Live Representatives Available Mon-Fri, 8am to 8pm PDT
For phone assistance please call: 1 (800) 592-5499 || 1 (800) 59-BLIZZARD

* Players in Australia should call 1-800-041-378
* Players in Singapore should call 800-2549-9273
* Players in Chile should call 1230-020-5554
* Players in Mexico should call 001-888-578-7628
* Players in Argentina should call 0800-333-0778
* All other international players should call: (949) 955-0283



Please note that when an order is placed at the Blizzard Online Store, the funds are held by the bank or credit card company until our system performs its End of Day procedures. Depending on your financial institution, you may see pending charges for the amount of the transaction even if it was unable to finalize, but we would not be collecting those funds.

Q u o t e:
I guess my main still unanswered question is, will all of my attempts fail? Now that it's working do I go and try and buy them again or do I wait for one of the pending charges to go though.

Still fuzzy how one pending charge will know to complete and the others, which are exactly the same, will know not to complete.

It is unlikely that the transaction will complete, Pumpkin, if it failed those funds are held. They are usually called pending by the bank but that simply means "pending until either charged or returned to the account".

Now that the technical issue has been resolved you may want to see if you can successfully process the transaction but if it fails I would contact our Billing and Account Services in the morning.

Processing is usually an indication that we are waiting for word back from the CC company things cleared.

I do wish I could be of more assistance with this, but Billing is going to need to be the folks to answer the majority of the transaction related issues.

Billing and Account Services
Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
Live Representatives Available Mon-Fri, 8am to 8pm Pacific Time
E-mail Support - Billing@Blizzard.com

Players in Australia should call 1-800-041-378
Players in Singapore should call 800-2549-9273
Players in Chile should call 1230-020-5554
Players in Mexico should call 001-888-578-7628
Players in Argentina should call 0800-333-0778
All other international players should call: (949) 955-0283

There was a small issue with transactions going through earlier, be we got the all-clear a few hours ago.

Continually trying over and over if you get an error is NOT a good idea. It can create a string of pending charges and may potentially flag your card so it's not usable at all till the flag is cleared.

The issue from earlier this evening was addressed, this is likely something different.

There are many security checks on internet card usages. If you are running into an issue getting this to go through, I recommend giving our Billing Department a call to see if they can assist.

You do NOT want to keep trying to submit this over and over. That can result in multiple pending charges temporarily placed against your available balances.

Billing and Account Services
Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
Live Representatives Available Mon-Fri, 8am to 8pm Pacific Time
E-mail Support - Billing@Blizzard.com

Players in Australia should call 1-800-041-378
Players in Singapore should call 800-2549-9273
Players in Chile should call 1230-020-5554
Players in Mexico should call 001-888-578-7628
Players in Argentina should call 0800-333-0778
All other international players should call: (949) 955-0283

Q u o t e:
You apparently missed the post where the GM rep said it's all fixed now.

However, even though they said it's fixed now, many of us are still having the same issue.

The original issue with the store was addressed, but that doesn't mean there may not be something else going on.

If multiple attempts were tried while it was unavailable earlier, it could even be a card has been blocked for that reason alone. There are many reasons a card can be declined in an internet transaction.

Q u o t e:
I just tried a fresh card that I have not yet tried. Same result. I contacted the credit card company. They said no transaction was even attempted on the card. I contacted the credit card company for my world of warcraft visa. They also indicate that no transaction was ever even attempted.

1 more hour til billing opens. :(

Something else is going on then - but that's good news. Far better than having pendings waiting to fall away.

If the process didn't get that far, have you tried clearing your cookies/cache - or trying another browser?

This can sometimes be a browser issue with the form.

Hey all, since the issues experienced presently are different than those reported last evening, we've created a new thread in which we will be providing related updates and information.

Pet Store Purchase Concerns
http://forums.worldofwarcraft.com/thread.html?topicId=20860999377&sid=1

Please feel free to join us there. :)