I'm having a lot of customers contact me saying their credit card is declined. The error code is "Do Not Honor", which seems to be due to their bank seeing the charge as fraudulent. Once they call their bank and process the order again, it goes through. But I'm sure I'm losing a bunch of sales from people who don't contact me or want to bother calling their bank.
I've been directing these customers from Shopify to my Etsy store, and their card works just fine there.
I (and my bank) am based in Canada, and most of my customers are from the USA, which I'm sure is a big part of the problem.
I contacted chat support about this, but chat support always seems to just google the problem and regurgitate what they find in the forums 🙊
1. How can I fix this?
2. If it can't be 100% fixed, is there a way to edit the error message so that the customer knows to call their bank?
3. Is there a way to sort my abandoned checkouts to see the ones with card errors?
Hi there, @Diane_Scaman!
Ryder here, from the Social Care Team at Shopify. Thanks for posting! I'm sorry to hear about this trouble your customers are experiencing, but I'd be happy to see how I can be of assistance today.
I'd like to first clarify, are your customers using Shopify Payments or PayPal when attempting to purchase? Is it them seeing the "Do Not Honor" error code, or are they seeing a "There was a problem processing your payment" error?
"Do Not Honor" error code is a 0500 PayPal error code. The Terminal Report for the 0500 error is "Declined - Contact Issuing Bank for Additional Details", meaning that your customers would need to contact their bank in order to resolve the issue. If you feel as though it may not be related to the individual customers, and something related to PayPal, then you can try contacting PayPal directly for more information.
If your customers are using Shopify Payments, you will be able to find out more information in the Timeline of the individual Order or Abandoned checkout. By clicking on the "Unable to process a payment for $XX.XX USD on the (card type) ending in XXXX." message, you'll be able to find related details of the failed transaction.
Declines can happen for a number of reasons. Banks have automated systems that determine whether or not to accept the charges that we submit to them. These systems take various signals into account, including the customer’s spending habits, account balance, and card information like the expiration date and CVV. Even if all of the card information is correct, and your customer previously had a successful payment, a future charge can still be declined by a bank’s security and fraud systems as these signals are always changing.
The information shown to you in the Order or Abandoned checkout Timeline is all the information we receive directly from the customer’s bank about a decline. Depending on the error code displayed, we might not have much information as to why a charge was specifically declined. If all of the card information seems correct, it is best to have the customer contact his or her bank, inquire for more information, and ask for future charges to be accepted.
It's often best to have customers contact you first, so that you can look into the Timeline and confirm whether the issue indeed related to their bank before having them contact the bank. Because this information is being sent straight from the banks themselves, there isn't a way to edit the message specifically related to the "Do not honor" code. You can, however, edit the message your customers see in relation to any decline error in your Admin by going to Online store > Themes > Actions > Edit languages > Checkout & system. There's a few different fields there that you can find to edit such messages, but they won't be distinguished by the error code.
At this time, there isn't a way to filter your Abandoned checkouts by error codes, but I can understand how this would make processing more efficient for you. If you'd like, I can send you an email to follow up and submit a feature request on your behalf. This doesn't guarantee the feature, but it helps us learn what our merchants want. All our feature requests are addressed based on popularity, so the more feedback we hear regarding a subject, the higher of a priority it becomes for our Development Team to find a solution. Please let me know if this is something you'd be interested in!
Ryder A. | Social Care Team at Shopify
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