Unable to process a payment (Message received: Customer card has expired)

[nafisuddin]

Hi, Today Morning, I received one order from UK. 

On my time line, it is showing that "Unable to process a payment for £25.23 GBP using a Visa ending in XXXX." 

Moreover, it is also showing that card has expired. 

Please guide me, how to resolve it & what message need to deliver to my customer. 

Should I process the order?

Thank you. 

[Maz]

Hello @nafisuddin!

Thanks for flagging this here in the Shopify Community.

It seems like the customer's card is out of a date, so the payment has been declined. We show as much information as we receive from the customer’s bank about a decline.

In this case, the next best step is to reach out to your customer to make them aware and get them to double-check the information that was provided was correct. It might be the case that they had entered the incorrect information. Failing that, it is best to have the customer contact their bank to investigate further. I would suggest holding off fulfilling the order until you have reached out to your customer. Once everything has been figured out, you can create a draft order and collect payment from them if they wish to proceed. Learn more about creating draft orders here.

Aside from the above issue, are there any business goals that you're working on at the moment? I'd be happy to help you out with ideas!

[nafisuddin]

Thank you Maz. 

Actually, This is my first order, I am confused that the payment status of said order is confirmed or not? 

Please guide me I have attached screen shot for your review, so that I can process order if payment status is ok.

[Maz]

Hey @nafisuddin!

Thank you for your screenshots, they are a massive help.

From looking at the screenshot provided, it looks like the order has been paid for successfully. As you can see from the timeline below, another attempt was made which was successful and added to your payout, in this case you can process the order for your customer.

Let me know if you have any other questions!