Customer had a problem paying using American Express. They were getting a message saying the zip code was wrong. Could there be a security issue with American Express, not recognizing my online store?
Hey @cassbromfield !
There could be a few different reasons the customer’s care was declined here. It may have been a simple user error where the customer has entered their zip code in the wrong format accidentally, which can happen quite often. If the customer adds a character space or a dash in the wrong place, it will make the zip code not line up with what their bank has on file for their account. This can return an error to our checkout when the checkout is verifying the card at the payment stage.
It is also possible that the customer may have a security hold on their account. This can happen if the customer’s bank account does not recognise a charge made on the card, and the bank will block funds from leaving the account as a security measure until the customer gets in contact. It is best to ask the customer to check in with their bank to see if there are any holds on the account, and to check the correct formatting of the zip code registered to their account.
If your customer is sure the zip code was added correctly and there are no holds on their account, you can contact our support team (I would recommend the live chat feature) so that we can verify you as the account owner and take a closer look at your orders. You should be able to see the zip code format the customer used for yourself if you look at the Abandoned Checkout section of the admin, but if you are unsure of anything it’s best to contact our team so we can make sure the zip code used was in the correct format.
Let me know what you think, I’d like to be sure this is resolved for you!
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Thanks so much this is informative. I believe the issue was on the customers end. They paid via Pay Pal.
Cassandra
Ah, I see! Could you ask them to log in to their PayPal account and make sure their zip code is in the correct format, and that it matches what they have on file with their bank? Their bank will be able to tell them what format their zip code is in so they can be sure it is correct!
Just as a safety measure, you could take a look over our fraud prevention guide here to make sure that this order is indeed safe to pursue. Matching zip codes is something our checkout looks for to ensure an order is coming from a legitimate source, so it may be helpful just to double-check this is safe for you to accept.
Let me know what you think!