Why are customers' cards getting declined on my website?

Shopify Discussion
1

Good afternoon,

I am reaching out because I have had many complaints on my website due to cards being declined when customers are purchasing. The funds are available at the time of purchase. Please advise on what I should do or possibly change to avoid this happening in the future.

Thank you

2

Hi, @Encasedbyrach .

Welcome to the Shopify Community. Thanks for sharing your question!

I understand you’re receiving numerous complaints in regard to cards being declined at checkout. I’d like to gather more context on the issue to gain more insight. Could you provide more information on the following:

  • Are all customers being affected or specific customers?
  • What payment gateway is being used?
  • Have the affected customers tried using a different card/payment method? If so, is the issue able to be recreated with a different card?
  • Could you try viewing the abandoned checkout within your Shopify admin > Orders > Abandoned Checkout section? I recommend clicking into the abandoned checkout and scrolling down to view the Order timeline for clarification on the error message.

Once we’ve gathered a bit more context, I’ll be able to investigate further and suggest additional options.

I look forward to hearing back!