commonwealth bank card declined

[Deey]

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

[Shay]

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.

[Kyliej88]

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]

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

[Kyliej88]

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.

[PCEndo]

Thanks Kylie, We've done the same today.

[PCPonywear]

I’ve been having the issue since April. I’ve gotten no where with commonwealth as I’m not a commbank customer. I spent 5 hours today ringing around to find out my rights. Eventually I got hold of the Small Business Finance Obudsman on 1300 650 460 and they have directed me to file a complaint on their website https://www.asbfeo.gov.au click ‘dispute support’ click ‘online form’