Why are card payments frequently rejected due to mismatched zip codes?

[Simon_Westwood]

This has happened several times to my knowledge and probably many other times.  When I have tried to process a card payment through Shopify it keeps rejecting the card saying the zip code doesn't match the card.  Today a customer called and we tries 3 different cards with 2 different zip codes and none would work.  I asked the customer to try to make payment through the cart at his side and he still could not pay.  This has happened before.

Has anyone else had this problem?

Is it better to use an external card processing company?

[Ava]

Hey, @Simon_Westwood!

I'm sorry to hear you'd had some difficulty here, I can definitely understand the frustration when a card is not going through. If you are seeing the error "the zip code you supplied failed validation.", then the customer needs to ensure that the zip code they entered on their order matches what is on file with their credit card company. This failure indicates that it does not. When you enable the Shopify Payments setting to decline charges that fail ZIP code verification, any time the zip code doesn't match, the payment will fail.

It could happen that the customer has moved addresses but still has their old one on file with the credit card company! Would you be able to reach out to the customer and ask them to check the zip they have on file? Is the order still failing? 

Let me know, speak soon!

Ava
Social Care | help.shopify.com

[Simon_Westwood]

Hi Ava,

Thank you for your reply.  In this instance the customer was a long established business, so the zip code was correct for 2 out of 3 cards that I tried and the customer tried to pay with.  The third card was the customers personal card and we used his home zip code.  All which I am assured are the correct zip codes.  After 2 failed attempts does the collection company decline due to multiple payment attempts?

[CeAnne]

I too am looking for a solution to this. One particular customer has an issue with a card they have had a long time. No moving, no changing and zip code matches. Is there a resolution for this? She has had this happen multiple times over years. Only with Shopify!

[Plumd]

I have had the same issue today.  The Customer had successfully used the card on other sites with no issue but on Shopify it failed.  This is not the first time a customer of mine has had a message "The zip code you supplied failed validation".

[CostinClr]

You saved me, but I have a more complex problem and I would appreciate it if you could help me. a customer placed an order and received this error (Your payment details couldn't be verified. Check your card details and try again) but after the error he was charged with the amount of my product. it appeared in the bank application that the money was withdrawn, I don't see any order placed in the menu of my store or that I received any money, what can I do so that customers are no longer charged for any error they receive??