Matrix Store - Duplicate Charge (Full Version)

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OnTheContrary -> Matrix Store - Duplicate Charge (12/11/2021 8:50:18 PM)

Has anyone ever had a duplicate charge/order from the Matrix Games store before? I bought the complete edition of Gladius, plus the two Battlesector DLCs, from the Matrix store earlier today, and first got a "payment error" after the payment was successfully authorised by the VISA auth system, and then went to try again with the same card over PayPal, which was successful.

And now I have 4 charges on my credit card, with 4 copies of everything that I bought today. I have sent an email to support but I have to say from this point onward I'm not trusting Matrix Games' payment systems at all and taking everything through PayPal instead...



Erik Rutins -> RE: Matrix Store - Duplicate Charge (12/11/2021 9:14:53 PM)

That sounds wrong to me for certain. There are some cases where a pre-authorization can look like a double charge though it is not, but I've never heard of four duplicate charges before unless you accidentally submitted the order multiple times. Did you get multiple order confirmations? We will of course reverse any duplicate charges.

support@matrixgames.com has the tools to investigate this with the store and figure out what happened and address it. I just sent them a message asking them to follow-up on this.

Regards,

- Erik



OnTheContrary -> RE: Matrix Store - Duplicate Charge (12/12/2021 1:00:47 AM)

I received multiple "Download Order Information" emails - 4 copies for each item purchased. I have never seen a payment error after the VISA pop-up auth window successfully authorises the transaction, and the items were left in my cart, so I then retried with PayPal instead. I most certainly did not submit the order multiple times myself.

Thank you for chasing, Erik.



76mm -> RE: Matrix Store - Duplicate Charge (12/12/2021 4:18:27 AM)

If this is through BluePoint I had nothing but problems with them. Now I only use Paypal when buying from Matrix, no problems since.



rickier65 -> RE: Matrix Store - Duplicate Charge (12/12/2021 6:40:54 PM)

Just purchased 3 games from Matrix, two from the sale offerings and plus the new DC Ardennes.

After I pressed the order button, I got the following error msg. Fortunately I had already read the original post in this spread, so I didn't return to cart and place the order again. I did check my email before leaving the screen and I see I have emails from Matrix(slitherine) for each of the 3 games.

Note that the screen shows an error, and also shows 3 games still in the cart. I'll log out and go back in and see if they are still the cart. I will also check and see if the appear in my library of Matrix games.



[image]local://upfiles/91/C8393E1ED53B470A9375E60346C41C97.jpg[/image]

After logging out, I went back in, and the three games were still in my cart. I dleleted them from cart manually. I also check my library of myGames (on MyPage section), and they were not showing. But I should be able to add them anually, if they dont show up in a few days.

I'm not complaining at all, I'm just posting this because his issue might cause some headaches for both customers and Matrix during this busy time and maybe if Matrix has a heads up, they can address this with their payment provider.

Thanks
Rick



VPaulus -> RE: Matrix Store - Duplicate Charge (12/12/2021 7:22:52 PM)

quote:

ORIGINAL: 76mm

If this is through BluePoint I had nothing but problems with them. Now I only use Paypal when buying from Matrix, no problems since.

All Payments go through BlueSnap including the PayPal ones.

The issue with credit cards is that they are more susceptible for fraudulent use and so there are more security checks.



VPaulus -> RE: Matrix Store - Duplicate Charge (12/12/2021 7:31:22 PM)

@rickier65
You can send an email to support@matrixgames.com and we will check this for you.



76mm -> RE: Matrix Store - Duplicate Charge (12/13/2021 12:09:47 AM)

quote:

ORIGINAL: VPaulus
All Payments go through BlueSnap including the PayPal ones.

The issue with credit cards is that they are more susceptible for fraudulent use and so there are more security checks.

Indeed, credit card transactions are more susceptible to fraudulent use--that's why I didn't want BlueSnap to store my credit card info and was upset when they stored my info even when when the option for saving my CC info was NOT checked. This happened many times over several years, BlueSnap (and Matrix) seemed indifferent about it. I also had issues with CC transactions not going through, etc. Since paying with Paypal, no issues.



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