commonwealth bank card declined

Deey
Shopify Partner
2 0 0

So when one of my customers uses their commonwealth bank card to purchase an item it cones up saying invalid card details but then when i try a different bank it goes through

Replies 4 (4)

Shay
Shopify Staff
2968 460 610

Hey there @Deey 

 

This is most likely a restriction from the customer's bank directly and not something you will have any control over yourself. You can review the abandoned cart details in your admin to see any error codes being provided at the checkout. I also recommend referring customers to their bank for more information on why the cards are not being accepted.

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Kyliej88
Visitor
2 0 0

Hi Deey,

I am having this exact issue for the past week with CBA issued Mastercards! CBA can’t see any issue their end, asked me to go to Shopify. Went to Shopify, says it’s the bank…I’ll be calling CBA again tomorrow to have them launch an investigation as I’m losing business because of this! 

PCEndo
Visitor
1 0 0

I'm having the same issue here. Commonwealth Bank cards declining. Who did you speak to at Commonwealth Bank?

Kyliej88
Visitor
2 0 0

I called again today, he spoke with the CC team and they confirmed that they are aware of this issue. But that was it!!! Left me no where and still losing sales. I’ve lodged a formal complaint and I will follow up again on Monday and try escalate. I would suggest you do the same, the more pressure, the better. In the mean time I’ll be posting on social media about it to see if anyone else is having the same issue and tagging CBA so it hopefully pops up their end.