Matrix Store - Duplicate Charge

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Matrix Store - Duplicate Charge - 12/11/2021 8:50:18 PM

OnTheContrary

Posts: 66
Joined: 5/28/2010
Status: offline

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...

< Message edited by OnTheContrary -- 12/11/2021 8:51:05 PM >

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RE: Matrix Store - Duplicate Charge - 12/11/2021 9:14:53 PM

Erik Rutins

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline

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

< Message edited by Erik Rutins -- 12/12/2021 1:45:47 AM >

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Erik Rutins
CEO, Matrix Games LLC

For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to OnTheContrary)

Post #: 2

RE: Matrix Store - Duplicate Charge - 12/12/2021 1:00:47 AM

OnTheContrary

Posts: 66
Joined: 5/28/2010
Status: offline

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.

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RE: Matrix Store - Duplicate Charge - 12/12/2021 4:18:27 AM

76mm

Posts: 4688
Joined: 5/2/2004
From: Washington, DC
Status: offline

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

(in reply to OnTheContrary)

Post #: 4

RE: Matrix Store - Duplicate Charge - 12/12/2021 6:40:54 PM

rickier65

Posts: 14231
Joined: 4/20/2000
Status: offline

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.

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

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< Message edited by rickier65 -- 12/12/2021 6:49:52 PM >

(in reply to 76mm)

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RE: Matrix Store - Duplicate Charge - 12/12/2021 7:22:52 PM

VPaulus

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline

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.

< Message edited by VPaulus -- 12/12/2021 7:31:52 PM >

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Post #: 6

RE: Matrix Store - Duplicate Charge - 12/12/2021 7:31:22 PM

VPaulus

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline

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

(in reply to VPaulus)

Post #: 7

RE: Matrix Store - Duplicate Charge - 12/13/2021 12:09:47 AM

76mm

Posts: 4688
Joined: 5/2/2004
From: Washington, DC
Status: offline

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.

(in reply to VPaulus)

Post #: 8