FAQ response
My Debit Card Transaction has been Rejected by SagePay but the funds appear to have been taken ?
When a transaction is processed through the Sage Pay systems the payment is sent on to the bank for authorisation.
Once authorisation has been given the transaction can still fail the validation process. This will stop the payment from settling however the funds in the account will appear to have been debited as the bank would anticipate a successful response after authorisation has been issued.
This is known as a shadow. The authorisation takes the funds and places a reserve onto the shopper’s accounts. This will appear to the shopper the funds have been taken from the account.
This is not the case. The authorisation simply reserves the funds to be settled at close of business that day.
A typical shadow can last for 5 working days, after this time the funds will re-appear in the account and become available to spend. No money is taken from the account.
If you or the shopper would like this removed earlier you must contact the card issuing bank with the authorisation code for the payment. Sage Pay can provide the authorisation code to the vendor which in turn should be given to the bank
This request and authorisation code information must then be given to the Bank by the Card Holder Customer only.