How can I resolve payment issues for cross-border sales?

[GEOT]

Hi

We already setup online store at Singapore and made few sales to local customers. After that we added one more market (Indonesia ) to sell Indonesia from our Singapore online store. Our Indonesia customers able to see country specific data like language and currency and able to complete the checkout . However our customers unable to finish the payment. Their card being declined. Is there anything else to be activated to accept payment for cross border selling?

(There was no problem in their card balance, cvv issue or address issue whatsoever)

shipping and fulfillment we don’t use any third party or third party apps

[system]

Hi there @GEOT !

Thanks for reaching out here in the Shopify Community to share your concern.

Would you be able to confirm which payment gateway was used by these customers, so we can check to see if they have any sort of restriction in place on the type of order or region they can support?

You can also check for more info on a payment attempt for an abandoned checkout as outlined here on our help site.

You mentioned there were no issues with card balance or security codes, did your customers let you know about this directly?

You can see if there are any messages there regarding why these payments might not have been possible, and let me know which payment gateway or gateways were being used so we can check on how you can get support for this!

[GEOT]

Hi Don

-We use shopify payments for gateway

-In abandoned checkout it shows only error and there was no reason we found . Automatic email sent is working the customer tried and again the same situation. It happened to 2 customers already

-Yes we did inform about what could be the reasons of card decline and after that one more time we requested to do again the result is same

[system]

Hi again @GEOT !

Thanks for getting back to me here to confirm that info.

You mentioned that your overseas customers were able to see pricing in their own currency, but can you confirm which currency is your store currency currently?

While you’d be able to select any available currency for your store to sell in, as outlined here, it would still just be this one currency your store is set to take payments in.

This may explain any issues customers trying to check out in other currencies are supporting, so if you can share as much info on the situation as possible, we can try to confirm that.

Would your store currency be set to SGD currently, and would the affected customers be trying to check out in another currency?

[GEOT]

Hi Don

Thanks for the reply

Our store primary currency set to SGD for local customers- few customers already able to pay

When we added the market indonesia we set the currency for indonesia (Attached screenshot)