topic Credit Card Declined but guest receives alert that their card was charged. in Guest Experience

Credit Card Declined but guest receives alert that their card was charged.

ZK — Mon, 31 Oct 2022 20:11:16 GMT

For the past couple of weeks we've been getting the occasional declined card but the guest receives an alert from their card issuer that their card has been charged. If we try their card several times they receive an alert for each of the charges. Thankfully, these are pending charges that are never settled but it's taking up time explaining that to customers. If the charge was declined by Toast why would the card issuer show a pending charge?

Wondering of anyone else is seeing this.

Re: Credit Card Declined but guest receives alert that their card was charged.

rcmck — Mon, 31 Oct 2022 20:43:13 GMT

Are these in house card present transactions or online/order and pay?

Re: Credit Card Declined but guest receives alert that their card was charged.

ZK — Mon, 31 Oct 2022 20:44:48 GMT

All are in house, card present, tapped on the Payment Puck transactions.

Re: Credit Card Declined but guest receives alert that their card was charged.

rcmck — Mon, 31 Oct 2022 20:50:09 GMT

Usually when they are declined but still get a bank alert or pending charge it's because the bank verified and authorized the transaction but failed some other security/fraud check with the merchant or payment gateway for whatever reason.