How can I resolve a customer's declined payment at the gateway?

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My customer's payment is declined by the payment gateway. How do i resolve this

Reply 1 (1)

Shopify Staff
1196 129 183

Hey, @Reichpat


Without any additional information it would be hard to ascertain why the customers' payment failed. Having said that, there may be a number of reasons below which may have something to do with it.

  • The first thing you can do is ask the customer to make sure they've entered their payment info correctly, like their card number, expiration date, and security code. They should also check that their billing address matches the one on their payment method.

  • It might be the case that the customer had insufficient funds in their account or their bank/card provider stopped the payment going through.

  • If said customers order is still being declined they can try another payment method.


Did the customer mention if there were any errors when they tried to pay? Have you any extra information or screenshots you can provide?


Do you know which payment gateway it was? If you have an abandoned checkout for this customer, you can check the failed order trail, and you should be able to find out why this payment failed. Learn how to review your abandoned checkouts at this link here.


Looking forward to your response!

Maz | Social Care @ Shopify 
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