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If your customer’s credit card payment didn’t go through, don’t worry — we understand how frustrating that can be. This article explains why credit card payments may be declined and how you can assist your customers in completing their transaction successfully.
Why is it important? Knowing the reason behind a failed credit card payment helps you guide your customers better, avoid abandoned checkouts, and maintain trust in your webstore. By understanding the decline codes and messages, you can provide accurate support and improve customer satisfaction.
What are the most common reasons for card declines?
Here’s a list of common reasons a card might be declined, along with helpful suggestions on what to do next:
| Decline Reason | Description | Suggested Action |
|---|---|---|
| Do Not Honor | The bank blocked the transaction without a specific reason. | Ask the customer to contact their bank or use another card. |
| Insufficient Funds | The cardholder’s account doesn’t have enough funds. | Ask the customer to try another card or top up their balance. |
| Incorrect CVV | The 3-digit security code was entered incorrectly. | Ask the customer to double-check and enter the correct CVV. |
| Expired Card | The card used is no longer valid. | Ask the customer to use a valid card. |
| Transaction Not Permitted | The bank does not allow this type of transaction. | Ask the customer to use another card or contact their bank. |
| Invalid Card Number | The card number entered is incorrect or invalid. | Ask the customer to re-enter the card details carefully. |
| Card Reported Lost/Stolen | The card has been marked as compromised. | Ask the customer to use a different payment method. |
What should I do next?
If your customer’s payment failed, here’s how you can assist them:
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Refer to the error message on the checkout page, if available.
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Ask the customer to contact their card provider for more details.
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Suggest trying a different card or payment method such as GCash, bank transfer, or Cash on Delivery (COD).
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Ensure their billing information is correct.
Need more help?
For more information and assistance, please send an email to support@prosperna.com. You may also submit a request or report an issue to the Customer Support Team.
Happy Selling!