Payment Authorization Hold

Description

This card gives an overview of how to assist a retailer if they reach out asking why they have a payment hold on their card. Currently, there are 2 different types of payment holds:

1. Hold on Placement (HoP)
1. This is when the whole retailer account is switched to HoP and every order placed is held.
2. For more details, refer to Hold on Placement [Retailer]
2. Pay on Shipment (PoS) Authorization Holds
1. This is when a retailer account is on PoS, and our model deems that specific order high risk and places a hold on it. When a retailer places an order on Faire using Payment on Shipment terms, Faire may place a temporary authorization hold on their debit or credit card statement. This allows us to verify their payment method, and is not a charge.
   

This process will help address questions like:

• Why did I get double-charged?
• I see there is a hold on payment. How long will this last?
• My held payment failed / I can't order. Why?

Issue Topic

Retailer::Payments::Payment issues::Authorization hold

Policy

• Authorization hold time frame: The hold will drop when the order ships, or within 7 days of placing the order if the order does not ship before then.
• Authorization hold failed: If the retailer’s authorization hold fails, the retailer will not be able to order on Faire again until the payment has fully been made and processed.
• NOTE: If an order with an authorization hold fails, the order won't show in the retailer's Orders page, and will only be searchable by the bo_token. The order will still show on the Payments page.
• Do NOT enter retailer’s payment info: CX cannot submit the payment for the retailer on their behalf. Always educate the retailer on how they can update their payment information themselves in their account
• Do NOT change payment details: CX cannot alter payment defaults or change payment methods for the retailer/brand. Always educate the retailer on how they can change payment details themselves in their account
• ACH Payment cancellation: Processing ACH payments cannot be canceled once started
• Pre-paid cards not accepted: Faire does not accept or support pre-paid cards / Pre-paid business cards
• Processing timeline: When paying using ACH payment method it can take up to 5 days for a payment to fully process.

Triage or Escalation

• NAM Retailer: This situation should be handled by NAM Retailer experts. For triaging guidelines, visit Triage to NAM Retailer Queue
• EUR Retailer: This situation should be handled by EU experts. For triaging guidelines, visit Triage to EU Queue
• ANZ Retailer: This situation should be handled by ANZ (Australia & New Zealand) experts. For triaging guidelines, visit Triage to Group

Process

1. Open up the r_token in admin and review if the retailer has a “Auth Hold Eligible” pill at the top of their admin account.
   
2. Next, open up the retailer payments tab and review if they have any failed payments
   
3. Check the “state” column. Does the Retailer have a failed payment and an Auth pill on their r_token in admin?
1. No > Continue to step 4
2. Yes > This means the retailer's payment hold has failed. Let the retailer know that the authorization has failed
1. Authorization hold failed: If the retailer’s authorization hold fails, the retailer will not be able to order on Faire again until the payment has fully been made and processed
2. Use macro: EMAIL::RETAILER::Payment issues::Authorization Hold
3. Solve ticket
   
4. Has the retailer asked why they were double-charged?
1. No > This means the retailer is likely asking why there is a hold on their card.
1. Let them know that Faire placed a temporary authorization hold on their debit or credit card statement and it is not a charge.
1. Authorization hold time frame: The hold will drop when the order ships, or within 7 days of placing the order if the order does not ship before then.
2. Use macro: EMAIL::RETAILER::Payment issues::Authorization Hold
3. Solve ticket
2. Yes > Explain to the retailer that this is not a double charge, but an authorization hold.
1. Let them know that Faire placed a temporary authorization hold on their debit or credit card statement and it is not a charge.
1. Authorization hold time frame: The hold will drop when the order ships, or within 7 days of placing the order if the order does not ship before then.
2. Use macro: EMAIL::RETAILER::Payment issues::Authorization Hold
3. Solve ticket

Macros

• EMAIL::RETAILER::Payment issues::Authorization Hold

Additional Resources

• Help Center articles
• Why am I seeing a pending charge from Faire?
• How do I pay for orders?