Elle here from Shopify!
If you are using Shopify Payments and can see that the order failed due to the security code being incorrect within your Abandoned Checkouts section, then your customer is seeing an authorization on their card that will disappear within a few business days.
This is a situation that can typically cause some confusion! The reason for this is because authorizations don't immediately disappear from bank statements when the full attempt to charge a card fails. The authorization can stay on a statement until the authorization period expires. Also, mobile banking apps generally can't tell the difference between an authorization and a charge.
Your next best step would be to have your customer connect with their bank so they can have this confirmed by their bank! This should certainly resolve any doubts they have about being charged!
Hope this is helpful :)
We have a similar issue quite frequently with our customers, usually the cause being not putting the correct Billing Address or CVV. Is there a way to prevent the failed authorization from showing up on their bank records at all? We explain the fact that it will clear with time, but people seem really skeptical since it shows up on their bank app. Ideally, it would not make it to their bank statement but would fail completely. Many people have thought that they ordered when in fact their card didn't work for whatever reason. Any and all help would be greatly appreciated! Thank you!