Real customers getting do_not_honor message

Shopify Discussion
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1

Hello everyone,

I hope this message finds you all in good health and spirits.

I’m currently facing a significant challenge with our Shopify store that I hope some of you might be able to help with. Over the past two weeks, we’ve encountered an alarming rate of credit card payment declines—over 90%—all flagged with the ‘Do Not Honor’ error code. This issue was unprecedented before the recent spike.

Here’s what we’ve done so far:

  • Multiple interactions with Shopify support have yielded the same responses, consistently indicating that the issue does not stem from Shopify Payments.
  • We’ve had a professional review the code without success in resolving the problem.
  • I implemented a Stripe payment gateway as an alternative, which works without these errors, though it adds an extra step in the payment process and has negatively impacted our conversion rates. This workaround suggests the problem might indeed lie with Shopify Payments, despite Shopify’s stance to the contrary.
  • We’ve noticed a pattern with transactions involving one specific bank, but the issue isn’t exclusive to it. We also had customers contact their banks, which reported no problems on their ends.

I’ve come across others facing similar difficulties, and I’m reaching out to see if anyone here has experienced this and, more importantly, if you’ve found a solution.

I look forward to any insights or advice you can share.

Thank you!

Cheers!

P.s. not the only one, see https://community.shopify.com/c/shopify-discussions/ongoing-shopify-payments-issue-quot-do-not-honor-quot/m-p/2487203 and https://community.shopify.com/c/shopify-discussions/shopify-payment-declined-do-not-honor/td-p/2405787

2

The issue started on April 9th, and all other card declines before the 9th read card_expired or card_declined, never do_not_honor

3

Do you manage to find a solution? I have the same issue unfortunately. Where do you sell? I sell in Denmark

4

i also have this problem in denmark

5

Hi there, @Saviomolenaar . Thank you for taking the time to follow up on this thread. I definitely recommend that you reach out to our Authenticated Support Team via our Help Center so we can collect some information regarding these transactions from you so we can dive in and assist with troubleshooting this problem. Internal Resources do suggest that this error is customer-based, and often due to the customer’s bank not approving the transaction from their end. It would be wise to suggest to reporting customers to connect with their bank regarding the error, and then report back to us with any feedback you receive from these customers so we can have more context around what feedback the banks provided the customers in question.

6

Allready have done this, the customers tell me they only have this problem on my site. Have been going back and forth with Shopify for 2 months and they say there is nothing they can do about it, allready put al my payments info and store registration for a second time . Notning helps