Your payment details could not be verified

Shopify Discussion
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Topic summary

A customer attempted to place an order but repeatedly received the error “Your payment details could not be verified.” Despite multiple failed attempts, their credit card shows five deductions listed as “SOGP ventures LLC Diberville USA,” yet no order was received by the shop.

Likely Cause:
These are authorization holds, not actual charges. They typically appear when payments are declined and should automatically drop off within a few business days.

Recommended Actions:

  • Check Shopify admin under Orders → Abandoned checkouts and Settings → Payments to review transaction logs
  • Verify fraud/AVS settings, as mismatches in address, ZIP code, or CVV can trigger declines
  • Contact Shopify Payments support (or the relevant payment gateway) with the customer’s email and timestamps for investigation
  • Reassure the customer the holds should release automatically; if not resolved within a week, they should contact their bank directly

Status: Unresolved; awaiting merchant follow-up with payment provider support.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I got a mail from a customer that tried to make an order and got this error message “Your payment details could not be verified. Check your card details and try again”

So this customer tries agian and again with the same result. After checking his bank balance he noticed that the amount was deducted 5 times from his credit card but my shop did not get the order.

On his credit card statement it states “SOGP ventures LLC Diberville USA” 5 times.

Did anyone had this problem before ?

2

@Seraso have you guys gotten in touch with Shopify customer support yet or the support team of their payment medium? I think that’s the most important step to take now.

1 Like
3

It sounds like your customer’s bank is placing multiple authorization holds for the attempted payments. These holds can appear like charges, but they usually drop off automatically after a few business days if the payment was declined.

A few things you can check:

Payment provider logs – In your Shopify admin, go to Orders → Abandoned checkouts or Settings → Payments → View payouts (or the relevant payment provider dashboard) to see if any transactions attempted to process.

Fraud or AVS settings – Sometimes a mismatch in address, ZIP code, or CVV causes the payment processor to decline, even if funds are available.

Payment provider support – If you’re using Shopify Payments, contact Shopify Support with the customer’s email and approximate timestamps so they can investigate. If it’s a third-party gateway, reach out to them directly.

For now, you can reassure the customer that they haven’t been charged multiple times — the bank should release the holds shortly. If they don’t drop off after a week, the customer should contact their bank to have them removed.

4

Think some little mistakes