MasterCard Commonwealth Bank transactions being declined from my store

Shopify Discussion
1

Our Shopify store is being declined from MasterCard and Commonwealth Bank Australia (CBA) transactions. We receive transactions and payments from all other banks, but when a consumer is trying to use a CBA MasterCard, the transaction is being declined.

This is happening multiple times a month, and we are missing out on valuable sales because the consumer can’t pay for it.

Does anyone know why this might be happening?

2

Hi @TomBoost

This is Richard at PageFly - Shopify Advanced Page Builder app.

There are a few reasons why your Shopify store might be declining Mastercard transactions specifically from Commonwealth Bank of Australia (CBA). Here’s what you can explore:

1. Bank-side Issue (Most Likely):

The most common reason is likely happening on CBA’s end. Here’s why:

  • Fraud Prevention: CBA might have flagged these transactions as suspicious due to various factors like location of the purchase, inconsistent billing address, or recent changes to the customer’s account.
  • Technical Glitch: There might be a temporary technical issue with CBA processing Mastercard transactions for online purchases.

2. Shopify Payment Settings (Less Likely):

It’s less likely to be a Shopify issue, but here are some things to check:

Restricted Payment Gateways: Double-check your Shopify payment settings to ensure you haven’t accidentally restricted Mastercard or CBA as a payment option.

Third-Party Payment Processor: If you’re using a third-party payment processor alongside Shopify Payments, investigate if there are any limitations on Mastercard or CBA transactions.

What to Do:

1. Contact CBA:

CBA Customer Service: Call CBA’s customer service line and explain the issue with your Shopify store specifically declining CBA Mastercard transactions. They might be able to identify the reason behind the declines and offer a solution.

Merchant Support: If you have a dedicated CBA merchant support contact, reach out to them to discuss the issue. They might have insights specific to online transactions and Shopify.

2. Contact Shopify Support:

Live Chat or Phone: While less likely to be the issue, contacting Shopify support can help rule out any potential configuration problems on your end. Explain the situation and see if they have any insights or suggestions.

3. Inform Customers:

Website Notice: Consider placing a temporary notice on your website explaining that you’re currently investigating an issue with CBA Mastercard transactions. Apologize for any inconvenience and suggest alternative payment methods.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly