TWhen I tried to purchase Marzo,while using the credit card
that I have always used, but this time the system showed "payment authorization failure". I have tried several times and also tried other credit cards, but still failed. My credit card banks confirmed with me that the cards are fine.

Is it a bug in the system? How can I make sure that it will not happen again?

Please kindly advise.

Thank you!

Hi kiyoucheng!

We're sorry to hear that you had problems ordering your Marzo figure. I've forwarded your concern to Customer Service, who should be reaching out to you shortly. If they do not, please let me know, and I will help pursue this for you.

Thanks!
MC Jodie

I, after having looked around the net and other forums have found that this man is not alone in his plight. I tried 4 different cards, 3 different accounts, and 2 different computers. All said "Payment Authorization Failed" There is definitely a problem in the system somewhere.

The only way I managed to get my items was by calling in, and having someone from DR do it for me, and then it worked with the card I always use, first time.

Please fix this, the 16th is coming face and I don't want to have to call in again.

I had this same issue with my credit card on SDCC day. Now today I get a subscription renewal failure because the card wouldn't work. I have always used the card and there are no issues with it. What gives?!

Hi Zexis Stryfe,

Thanks for your post.

We're sorry to hear that you're having trouble with your credit card authorization. The best way to remedy this is to call Customer Service at 877-G0-MATTY, or email them at mattycollector.cs@digitalriver.com. They should be able to assist you.

Thanks, and have a great day!
MC Jodie

They should be able to help, but they don't. The renewal has been rejected twice now on two different cards. The first card is perfectly fine and worked up until the SDCC sale. The second card is what I used on that sale day after the first was rejected. When I call I am told the system will auto renew in 48 hours and they can't do anything. They refuse to manually rerun the subscription.

Hi Zexis Stryfe!

I've just escalated your issue with Customer Service. We hope to have a resolution for you soon.

Thank you for your patience, and have a great day!
MC Jodie

Jodie,

You might want to tell you phone customer service techs that, because they continue to refuse to help me.

Every time I call I am told it will auto rerun in 24-48 hours despite the fact the last time it "autoran" was almost 96 hours ago. They continue to refuse to do anything to help.

Hi Zexis!

I'm sorry you're not receiving the help that you require. I've reminded the CS supervisor of your query, and hope to have someone from CS reach out to you today.

Please keep me posted, as I know you will.

Thanks!
MC Jodie

Same thing happened to me since 11/15 sale.
The card was used to buy from matty previously with no problem.

im having the same issue with my card and i know for a fact there is more then 100$ on there.

Hi Everyone,

I know madmi has been taken care of. If there's anyone else who has an unresolved issue, please let us know and we'll escalate it Customer Service.

So, here's my experience/sharing.

I ordered Buzz-off today. I ordered for myself and then I needed to make several orders for friends as I am an International customer. But when I was going to make the further order, I received "Payment authorization failed" message. I'm sure it was just 2:30pm pst and it was still available to order.

After that I attempted to register new account and tried to order. But both accounts received "Order Cancelled by the System".

I called to my bank that my credit card is not over the limit. Today when I tried to order JLU, I couldn't process the order after input the credit card security code.

So I think it must be the Matty Order System suspended my account/order. This is so frustating and confusing. After it has been launched for nearly 2 years, this problem is still never resolved. Email has been sent to customer service but still have none reply.

I'd like Matty/Toyguru/CS ... whoever, try to help me to repair/fix my account so that I won't have the same problem in January. Making an International phone call to customer service is not cost effective to me as I know that many people have suffered a long wait and for some of them, their problem still exists.

I really hope this problem can be handled and be fixed as soon as possible.

Firewalker27, I don't think that the system can block you out, but I'm going to forward this to customer service now and ask them to figure it out. Please PM me if you don't hear back from them within 48 hours.

Hi Eve

Thanks for the little help. Unfortunately I only received a very short reply from the CS by email. As usual, nothing they could help but only telling me o call the hotline.

Here is the feedback from Jun A. (I will omit the personal details)

Dear XXX,

Thank you for contacting the MattyCollector.com online store.

We apologize for the inconvenience. Unfortunately, we are unable to
assist you with this issue at the MattyCollector.com online store.

Please contact customer support at:

1-800-524-TOYS (1-800-524-8697)

Sincerely,
Jun A.
MattyCollector.com online store
Customer Service
mattycollector.cs@digitalriver.com
Email ID: 17202708

I'm disappointed of as it's Year 2010. I really do not think a problem which I already stated out, still need to call to the hotline to find out the solution. Email is one of the communication tool which it should be the fastest way, especially for the international customer. From what I've known about. Even if I call, it will put me on hold for at least 30mins or more. It is not a cost effective way.

I am not critical. But from what I've seen so far. Most of the CS are not helping the customer pro-actively.