Transaction failed on 16 Feb 2015 but Money debited from International travel currency card

Question

Hello Lenovo,
during her short trip to US, my Wife tried to order Lenovo laptop ' Lenovo Flex2 -14 inch - Black' from Lenovo official site on 16 feb 2015 from Houston, Texas area but got declined transaction with no transation number generated citing reason as "Unuthorized transaction".
The amount 535.18 USD was deducted from the Travel currency card (VISA verified) immediately.
After contacting Lenovo, they cited the reason in mail that they do not accept international credit card and thus order can not be processed .
Now when we contacted the Bank (indian branch who issued the travel currency card), they asked us to send the mail communication regarding failure of transaction to be communicated to them to revert the transacted money.
But recently they informed that they can not reverse the money until we present a official communication from Lenovo with clear mention of  failed tranaction with :
Credit Card details
Transaction amount
Can you please direct me to the right set of department who can help us with the above mentioned issue and details required?
We have been chasing the issue for last 1 and half month but  there is no satisfactory response from any party yet.
Also sent mail to 'Lenovo customer care' but no repsonse yet even after sending periodic reminders.
Please help.

Answer 1

Ceb,
You are assuming that there was actually a charge made and you are giving advice that may honestly just not be helpful to the user.
First, we do not intent customers to make purchases cross country - buy on US site and ship elsewhere.   We clearly say that it must be a US issued credit card.  The only international cards accepted are American Express, and if shipping to a Non-US address the order might still be canceled.  (most likely would be).
Lenovo DOES NOT charge a credit card until we ship.   However, there is a Charge Hold placed on the card as part of the order process to ensure there is adequate credit available for authorization.  Charge holds typically drop off in several days.  If you check your balance, the charge hold can appear as a charge because it decriments the available balance.
Lenovo did not take funds from the customer, so advising customers to issue disputes through their CC card company is just not a helpful / constructive course of action.
In a perfect world, the process would determine when the pending order qualifies all other criteria before proceeding to the charge hold stage.  If the process could be changed in that manner, orders could be rejected without triggering the charge hold and leading the customer to being believed that their order was canceled.
Thanks
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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