Why did a confirmed payment get rejected on my first sale?

[tasmithola]

We had a our first sale today and it did not process.  In our shopify account under the abandoned checkout details, it says the following. 

Unable to process a payment for $660.00 MXN using a Visa ending in 6040.
4:39 PM

Your card's security code is incorrect.

However when we reached out to the buyer to retry the purchase, he replied with this confirmation from his bank that it did process.  How do I recover that sale?

Site url is olafilter.com.

[tasmithola]

Is it possible that because I am using Shopify Payments that sales from Mexican credit cards will not process.  Looking through my previous abandoned cart details, I found one other buyer that had a card declined.  

[Kimi · Accepted solution]

Hi, @tasmithola.

That error message from your abandoned checkout tells us that the customer has inputted the wrong security code on checkout.

From the screenshot you sent however, it looks like the customer received confirmation that their purchase went through — can you get the customer to confirm with their bank if the funds were actually charged to their card?

At times, purchases can show up on a customer's bank statement, but they are simply authorizations and not actual charges. With authorizations, the funds for the customer's purchase has been authorized by your customer's bank or card company but have not been captured, which means that the payment has not successfully been processed. 

So from here, I encourage you to reach out to your customer and get them to double check with their bank that the funds have in fact been taken out of their card. If the bank has confirmed that their charge was simply an authorization, you can clarify with the customer that their payment was unsucessful and is most likely due to having the wrong security code inputted on checkout.

In regards to your concern of Mexican credit cards in not being able to be processed on Shopify Payments, this shouldn't be an issue as the Shopify Payments gateway is able to process cards from around world that are co-branded with Visa, Mastercard, or American Express (although this list will vary depending on the Shopify Payments region that your account is registered to).