Payment issues from customers in India

[prateeksha]

I run a store which is present in many international markets, including India.

In the past few months, I've been seeing abandoned checkouts from India, as well as customer complaints that they are unable to checkout successfully. Some of these customers had used the same card to checkout successfully earlier in the year repeatedly. However, in the past couple of months, this issue has increased dramatically in frequency.

One observation that might help:

- Atleast in one checkout session last week, one customer from India tried to checkout and faced the 'Unable to add this card' error. He then logged out and tried checking out as guest, and that succeeded.  However, i do see some abandoned checkouts even from guest users.  So, I'm not it's consistent.

How can we get to the bottom of this? India is a big market for us. And, this flakiness in checkout experience is making us nervous.

[Kitana]

Hi @prateeksha, thank you for reaching out. 

There could be a number of things happening but we wouldn't be able to know exactly without having someone take a look at your checkout and any examples of these issues happening. 

Please contact our support team directly. Write "advisor" in the chat assistant, then follow the prompts to be added to our support queue.