A few hiccups with payment processing
As you may have noticed from the mid-week update we posted on Tuesday, we had a bit of unexpected trouble this week with some of the payment processing. It’s taken most of the week to get straight, but it’s almost all sorted now.
It began last Sunday, when I pressed the button to process the Backerkit payments for add-ons and extras. Most payments went through right away, but a substantial number (I think it was about 95 orders, from memory) came back with a big red ‘DENIED’ icon next to them. This seemed like a lot of orders to not go through, and I wasn’t sure exactly what it meant right away. I immediately e-mailed Backerkit to ask what was up.
They got back to me that evening and let me know that the number was pretty typical, and almost all of the ‘DENIED’ orders were down to banks falsely flagging up the payment, which just meant that the customer would have to ‘okay’ the payment with the bank. That didn’t seem so bad. Within the first day that number was down to about 60, as Backers verified the charge themselves, so we could see the problem working itself out, which was reassuring.
It did mean, however, that we had a lot of queries from customers about why their payment failed, what they should do, asking us to check if things went through OK, etc. Ultimately, we ended up not closing down the pre-order store on Sunday, but rather keeping it up while we straightened things out.
How we are dealing with it
Right now there are still 22 orders that have some sort of problem with payment, down from the original 95.
What we don’t want to do is cancel those orders and say “Sorry, you missed the deadline”. Especially if people are just waiting a few more days for replacements cards, or sorting out some other trivial issue like that. It would suck pretty bad to miss out on the game because of something like that.
So, instead, we are just going to take it on faith that those orders will eventually get paid, and go ahead with things as normal. As long as we get the money before those orders ship out, then that’s OK by us. If it comes to shipping day and they still haven’t been paid for, then I’m sure we can find some use for them. Presumably some of those 22 orders WILL fall through, but we would rather take the risk ourselves than have a few honest Backers miss out. If it was a number in the hundreds it would be a different story, but 22 orders seems manageable.
So we are going to close things down this weekend, and stop taking orders, just like we had planned to LAST weekend.
If you are still having trouble paying
If you are still having trouble paying, please check to see if you have an e-mail or text from your bank asking you to authorise the payment. It’s also possible of course that the payment errored for another reason, such as incorrectly entered details or insufficient funds etc. In this case, please check your card details on Backerkit. You can find your order by following the link in your original e-mail. Or you can have the e-mail resent by following this link–
For any other problems, you can contact Backerkit support here –
So a lot of unexpected work this week, but it’s under control now. I am going to be doing some photoshop work over the weekend putting a couple of Backers into newspaper stories for the game, which will be fun.