Pizza Luce

I reviewed the complaint and searched for an order from the guest - I was not able to locate anything on our side so I contacted the guest to gather more information Once I had the last four digits of the guests debit card, I was able to call our Merchant Services provider and have them search for the transaction I found that the guest tried to place an order using our online system The charge was declined by her bank Because the order was declined at the merchant level, the order was never submitted to our store and no record of the order is in our point of sale software.Our call logs show that the guest called our store on 10/at 3:and spoke to one of our restaurant managers Since the order was never finalized or submitted (due to the decline), our manager was not able to locate any details or information about the order The guest was understandably upset, but since there was no order submitted or funds collected, our manager was unable to assist.We at Pizza Luce never received the order, or any money for the order The only hold on the guests funds is by her bank (US Bank) We did not requests or and do not have any control of held funds they place on their cardholders.I learned from our Merchant Services provider that most banks will still place a hold on the account, even if the order itself was decline and never processed.I have spoken to the guest and left her a message to follow up on this complaint I am told US Bank releases their hold on funds with to business days, however, I would be happy to be on the phone with US Bank and let them know that there is absolutely no pending order or any reason we would have to hold funds

Initial Business Response /* (1000, 12, 2015/09/09) */
To whom it may concern:
One of our goals at Pizza Luce is to provide excellent guest service, in this case we fell shortI apologize for the consternation this caused for the guest an will process a refund to the credit card for the order
on 8/4/
JJ ***, CEO Pizza Luce
Initial Consumer Rebuttal /* (2000, 15, 2015/09/09) */

I reviewed the complaint and searched for an order from the guest - I was not able to locate anything on our side so I contacted the guest to gather more information.  Once I had the last four digits of the guests debit card, I was able to call our Merchant Services provider and have them...

search for the transaction.  I found that the guest tried to place an order using our online system.  The charge was declined by her bank.  Because the order was declined at the merchant level, the order was never submitted to our store and no record of the order is in our point of sale software.Our call logs show that the guest called our store on 10/11 at 3:46 and spoke to one of our restaurant managers.  Since the order was never finalized or submitted (due to the decline), our manager was not able to locate any details or information about the order.  The guest was understandably upset, but since there was no order submitted or funds collected, our manager was unable to assist.We at Pizza Luce never received the order, or any money for the order.  The only hold on the guests funds is by her bank (US Bank).  We did not requests or and do not have any control of held funds they place on their cardholders.I learned from our Merchant Services provider that most banks will still place a hold on the account, even if the order itself was decline and never processed.I have spoken to the guest and left her a message to follow up on this complaint.  I am told US Bank releases their hold on funds with 3 to 5 business days, however, I would be happy to be on the phone with US Bank and let them know that there is absolutely no pending order or any reason we would have to hold funds.