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My order failed due to "AVS" but my credit/debit card was charged. What's happened?

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The AVS Filter Protects us Both

To protect our customers from credit card fraud, we have implemented the AVS (Address Verification Service) filter. The AVS filter requires that the address number and postal code you enter matches the information on file with the credit card issuing bank. This way, thieves attempting to steal your credit card must have much more information than just a card number and expiration date to use your card.

Occasionally the AVS filter is unable to match the billing address you provided to our store with the address on file with the credit card issuing bank, or the issuing bank does not support AVS filtering. If your credit card is declined due to AVS filter failure, please verify that the billing address you entered exactly matches the one associated with the credit card. If the credit card is still declined, you may want to call your credit card issuer and check to see if they support AVS filtering. If there is still a problem, contact our customer support team and we can help you complete your purchase.

Our online transactions take place in Two parts (controlled by the payment processer).

1) When you enter your credit card information, our store software contacts your bank to verify that your card number is valid and that sufficient funds are available for the transaction. If your credit card issuer approves the transaction, it automatically issues an approval code and puts the funds in a holding acount/ holds the funds pending our store capturing them.

2) If our store receives authorisation then it submits the credit card information to the AVS filter. If the AVS filter approves the purchase your order appears in our order processing queue and your payment is captured. If the AVS filter declines your card, we cannot capture your funds.

If your bank has placed a temporary hold on your funds, it may appear as though the transaction went through even if your card was declined. However, when a card is declined, no funds are transferred to us, nor are we able to capture the funds manually. In this case, typically the hold will last between three to ten days and then automatically drop from your account one the authorisation expires.  

If you receive a card declined message and continue to submit the transaction again for authorisation, there will be multiple holds for the same amount. For this reason it's very important to make sure your billing address matches the the address associated with your credit card.  If you are not sure why the address verification has been declined, we recommend you contact your bank and confirm the exact address on file and in which format.


We highly value our customers and believe these added security measures are needed to protect us both. Rest assured, we have not taken your money, nor has it been lost or scammed, it is simply awaiting expiry of the authorisation number before it returns to your balance.