Customer orders keep getting declined

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I keep having customers credit cards declining when they are trying to purchase from my online store. This is very disheartening because I am losing significant business. I have 4 sales today, but 39 customers have reached the checkout page. Many of them become abandoned checkout status. Has ANYONE else had this experience and/or know what I can do to resolve it? Support just tells me it’s the customer credit card issuer but I find it hard to believe that this many customers are being declined. Thanks for any help provided.
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Shopify Staff
Shopify Staff
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Hi, @Tanneryoungberg.

Sophia here from Shopify. Welcome to the Shopify Community!

I'm sorry to hear that some of your customers have had issues with completing their purchases on your store. Luckily, we should be able to find additional details about each unique checkout experience to determine the cause of the issue for these customers.

To find the details about each attempted transaction, you can head to Orders > Abandoned checkouts in your admin and view the payment events from each abandoned checkout. Here, you should see a reason listed for the transaction failure in the History section if the customer entered their payment details. You can then click on that note to see more information from the payment gateway.

In some cases, there could be a general issue with the payment gateway on a store. However, if other customers are currently getting through with the same payment gateway, then we're likely looking at individual issues on the customers' end. In those cases, the error messages you see might relate to insufficient funds, a card that isn't enabled for online purchases, or an error with the customer's account (potentially the wrong address or funds on hold, for example).

Please let me know if the information you've found under Orders > Abandoned checkouts helps you to resolve the issue. If not, I'd be happy to send you an email for further investigation if there are any particular orders you're concerned about. We can absolutely continue to chat here as well, but keep in mind that we don't want to share your customers' details here in the Community thread as they need to be kept confidential.

Sophia | Social Care @ Shopify
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I am facing the same issue, my customers' payment keeps getting declined. This has happened several times already for different customers. Could you please help me out with that ? 

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I'm having a similar problem, though on a very small scale. I've looked through the history and have a couple questions, if I could get an email that'd be great.

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Shopify Staff
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@abhaydanish wrote:

I am facing the same issue, my customers' payment keeps getting declined. This has happened several times already for different customers. Could you please help me out with that ? 


Hi, @abhaydanish.

Welcome to the Shopify Community!

What do you see under Orders > Abandoned checkouts in your admin for these declined payments? When you view the payment events from each abandoned checkout, there should be error messages corresponding to any failed payment attempts. Those details will provide us with insight on next steps to be taken. Sometimes it's an issue with the customer's card or account, while other times the errors could indicate a potential outage or gateway issue. Let me know what you find and I'd be happy to investigate further with you.

Sophia | Social Care @ Shopify
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Shopify Staff
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@JasonEW wrote:

I'm having a similar problem, though on a very small scale. I've looked through the history and have a couple questions, if I could get an email that'd be great.


Hi, @JasonEW.

Welcome to the Shopify Community! I encourage you to ask your questions here if you can, as there is potential for answers from not just Shopify staff but the rest of the community as well. The responses may also be helpful to others here that are experiencing the same thing. However, if you have questions pertaining to specific customers, I appreciate the need to keep that information secure and can absolutely email you to take a look into the account.

Sophia | Social Care @ Shopify
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Regarding this problem, I just had a customer try to check out four times with two different cards and I get the same "do_not_honor" in my history for all four intents. I have had this happen for about half of my non-US (Mexico) customers who have tried paying with card instead of PayPayl. It could be that the problem is on their end, but I suspect the card issuers view my site as suspicious.

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Shopify Staff
Shopify Staff
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@JasonEW wrote:

Regarding this problem, I just had a customer try to check out four times with two different cards and I get the same "do_not_honor" in my history for all four intents. I have had this happen for about half of my non-US (Mexico) customers who have tried paying with card instead of PayPayl. It could be that the problem is on their end, but I suspect the card issuers view my site as suspicious.


Thank you for sharing these additional details. Your store is PCI compliant, so credit card providers shouldn't be viewing it as suspicious in any way. To clarify, is the do_not_honor showing up for credit card payment attempts through Shopify Payments? If instead it's a third-party gateway, let me know which one so I can take a closer look into the error message details. 

Sophia | Social Care @ Shopify
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The thing that confuses me, is that when I go to the abandoned cart, I don't actually see any history or any information to expand why the failure occurred... Any inputs would be greatly appreciated. 

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@paintingdiamond wrote:

The thing that confuses me, is that when I go to the abandoned cart, I don't actually see any history or any information to expand why the failure occurred... Any inputs would be greatly appreciated. 


Hey, @paintingdiamond.

Welcome to the Shopify Community! 

If there's no History section visible when you click on one of the abandoned checkouts under Orders > Abandoned checkouts, then no payment attempt was made. The History section is only visible when a customer entered payment details and attempted to place their order. Otherwise, the abandoned checkout details will just display the information that the customer had in the checkout, like the items in their cart and the name and address they entered to proceed to the payment stage.

Sophia | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
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