Hi people of Shopify,
My store has had issues quite frequently regarding failed authorizations showing up on people's bank statements. The authorization will fail either due to CVV mismatch or AVS mismatch, typically. Due to fraud, we want these to match, so not requiring those would not really be an option. The problem is when people incorrectly put in this information, the payment will show up on their bank statement even though it didn't actually go through. Some people think that it did so do not attempt second payment and get irate when we say that it didn't go through. Other people will realize it didn't work and try again, usually resulting in it actually going through on the second attempt. Of course, on our end, we only get the successful charge. However, on their bank statements, the authorization for the failed attempt still shows up. We know that it will clear, but customers have panicked as the bank won't let them use the money from the failed authorization until it clears. Is there any way that we can prevent the failed charge from showing up that far? Where only the good and clear charge appears on their statements in their respective banking apps? Is this something on Shopify's end or on our payment processors end? Any help would be greatly appreciated!
Is there any way that we can prevent the failed charge from showing up that far? Where only the good and clear charge appears on their statements in their respective banking apps? Is this something on Shopify's end or on our payment processors end?
Hi @PaigeHamptons this is how online transaction works and unfortunately, there is nothing you can do on your end to remedy your stated issue. The banks keep all records of all failed, attempted, and successful transactions. As you have said, the failed payment will not be subtracted from your customer's account and will usually clear within 2 -3 business days.
You can tell your customers that if a transaction is successful, they will receive an order confirmation email confirming their payment.