This is an issue related to the use of the Curve card which is actually two transactions-in four steps.
19 May 2023, 11:47
This is an issue related to the use of the Curve card which is actually two transactions-in four steps. One for Curve (their card) and then to our card.
This all has to be done in milliseconds (check balances, verify transactions, approve). This type of transaction has four steps (versus a normal two) and we have been having challenges to complete the double transaction prior to time out. Once the charge is started, it tends to "break" at the third stage and it shows in our system as authorized transaction (we deduct the balance), but then it fails on Curve's side.
Next, as this is not a normal failed transaction (which normally is refunded in short period of time - roughly on day), we have to wait for the transaction to expire (which is 7 days) thus, the delay in refunding/clearing the failed payment.
The tech team is investigating solutions including moving servers etc, to improve this experience.