Here are some frequently asked questions about using your debit or credit card on our website.

Why was I charged when my order did not go through? Understanding AVS Errors and AVS Declines.

Sometimes customers ask us "Why was my credit card billed?" when the transaction never went through on PineStreetClinic.com.

In this scenario, the answer is that your card was not actually billed. Instead, a temporary authorization was placed on your card. (If you use a debit card instead of a credit card, this temporary authorization may appear as a charge since it temporarily lowers your available spending limit...but it's just a temporary authorization.)

This situation sometimes happens because we use AVS, which stands for "Address Verification System," to ensure that the billing address on your order matches the address that your bank has on file for you. This protects both us and you from fraud.

If the address verification system says the address doesn't match and declines the transaction, the temporary authorization will automatically disappear from your account.

How long that takes to disappear is up to your bank...usually it's a day or so for credit cards and sometimes longer for debit cards and gift cards. The timing is entirely up to your bank and we have no control over this, unfortunately. If you contact your bank, they should be able to give you an estimate for your specific type of account.

In short: The pending transaction you're seeing is only an authorization and will automatically disappear off of the card shortly.

 If you have any questions about a specific transaction, please contact us.

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