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Customer orders keep getting declined

Tanneryoungberg
New Member
1 0 1
I keep having customers credit cards declining when they are trying to purchase from my online store. This is very disheartening because I am losing significant business. I have 4 sales today, but 39 customers have reached the checkout page. Many of them become abandoned checkout status. Has ANYONE else had this experience and/or know what I can do to resolve it? Support just tells me it’s the customer credit card issuer but I find it hard to believe that this many customers are being declined. Thanks for any help provided.
Replies 22 (22)
Sophia
Shopify Staff
Shopify Staff
1180 81 139

Hi, @Tanneryoungberg.

Sophia here from Shopify. Welcome to the Shopify Community!

I'm sorry to hear that some of your customers have had issues with completing their purchases on your store. Luckily, we should be able to find additional details about each unique checkout experience to determine the cause of the issue for these customers.

To find the details about each attempted transaction, you can head to Orders > Abandoned checkouts in your admin and view the payment events from each abandoned checkout. Here, you should see a reason listed for the transaction failure in the History section if the customer entered their payment details. You can then click on that note to see more information from the payment gateway.

In some cases, there could be a general issue with the payment gateway on a store. However, if other customers are currently getting through with the same payment gateway, then we're likely looking at individual issues on the customers' end. In those cases, the error messages you see might relate to insufficient funds, a card that isn't enabled for online purchases, or an error with the customer's account (potentially the wrong address or funds on hold, for example).

Please let me know if the information you've found under Orders > Abandoned checkouts helps you to resolve the issue. If not, I'd be happy to send you an email for further investigation if there are any particular orders you're concerned about. We can absolutely continue to chat here as well, but keep in mind that we don't want to share your customers' details here in the Community thread as they need to be kept confidential.

Sophia | Social Care @ Shopify 
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abhaydanish
New Member
1 0 1

I am facing the same issue, my customers' payment keeps getting declined. This has happened several times already for different customers. Could you please help me out with that ? 

JasonEW
New Member
2 0 0

I'm having a similar problem, though on a very small scale. I've looked through the history and have a couple questions, if I could get an email that'd be great.

Sophia
Shopify Staff
Shopify Staff
1180 81 139

@abhaydanish wrote:

I am facing the same issue, my customers' payment keeps getting declined. This has happened several times already for different customers. Could you please help me out with that ? 


Hi, @abhaydanish.

Welcome to the Shopify Community!

What do you see under Orders > Abandoned checkouts in your admin for these declined payments? When you view the payment events from each abandoned checkout, there should be error messages corresponding to any failed payment attempts. Those details will provide us with insight on next steps to be taken. Sometimes it's an issue with the customer's card or account, while other times the errors could indicate a potential outage or gateway issue. Let me know what you find and I'd be happy to investigate further with you.

Sophia | Social Care @ Shopify 
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Sophia
Shopify Staff
Shopify Staff
1180 81 139

@JasonEW wrote:

I'm having a similar problem, though on a very small scale. I've looked through the history and have a couple questions, if I could get an email that'd be great.


Hi, @JasonEW.

Welcome to the Shopify Community! I encourage you to ask your questions here if you can, as there is potential for answers from not just Shopify staff but the rest of the community as well. The responses may also be helpful to others here that are experiencing the same thing. However, if you have questions pertaining to specific customers, I appreciate the need to keep that information secure and can absolutely email you to take a look into the account.

Sophia | Social Care @ Shopify 
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JasonEW
New Member
2 0 0

Regarding this problem, I just had a customer try to check out four times with two different cards and I get the same "do_not_honor" in my history for all four intents. I have had this happen for about half of my non-US (Mexico) customers who have tried paying with card instead of PayPayl. It could be that the problem is on their end, but I suspect the card issuers view my site as suspicious.

Sophia
Shopify Staff
Shopify Staff
1180 81 139

@JasonEW wrote:

Regarding this problem, I just had a customer try to check out four times with two different cards and I get the same "do_not_honor" in my history for all four intents. I have had this happen for about half of my non-US (Mexico) customers who have tried paying with card instead of PayPayl. It could be that the problem is on their end, but I suspect the card issuers view my site as suspicious.


Thank you for sharing these additional details. Your store is PCI compliant, so credit card providers shouldn't be viewing it as suspicious in any way. To clarify, is the do_not_honor showing up for credit card payment attempts through Shopify Payments? If instead it's a third-party gateway, let me know which one so I can take a closer look into the error message details. 

Sophia | Social Care @ Shopify 
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paintingdiamond
New Member
3 0 0

The thing that confuses me, is that when I go to the abandoned cart, I don't actually see any history or any information to expand why the failure occurred... Any inputs would be greatly appreciated. 

Sophia
Shopify Staff
Shopify Staff
1180 81 139

@paintingdiamond wrote:

The thing that confuses me, is that when I go to the abandoned cart, I don't actually see any history or any information to expand why the failure occurred... Any inputs would be greatly appreciated. 


Hey, @paintingdiamond.

Welcome to the Shopify Community! 

If there's no History section visible when you click on one of the abandoned checkouts under Orders > Abandoned checkouts, then no payment attempt was made. The History section is only visible when a customer entered payment details and attempted to place their order. Otherwise, the abandoned checkout details will just display the information that the customer had in the checkout, like the items in their cart and the name and address they entered to proceed to the payment stage.

Sophia | Social Care @ Shopify 
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MeghanBCLRca
Tourist
7 0 1

I just had the same problem. The customer tried to pay multiple times with 2 different credit cards and she kept getting declined. She called her bank and the cards and their limits are fine. The bank said it was our issue. I went to Abandoned Carts and found her order and the message says:

INFORMATION FROM THE GATEWAY
card_declined
generic_decline
Your card was declined.
card_error
card_declined

dsidhu
New Member
5 0 0

I am having the same issues, none of the credit cards transactions are going through. I tried with my card as well:

 

Error.jpg

Sophia
Shopify Staff
Shopify Staff
1180 81 139

@MeghanBCLRca wrote:

I just had the same problem. The customer tried to pay multiple times with 2 different credit cards and she kept getting declined. She called her bank and the cards and their limits are fine. The bank said it was our issue. I went to Abandoned Carts and found her order and the message says:

INFORMATION FROM THE GATEWAY
card_declined
generic_decline
Your card was declined.
card_error
card_declined


Hi, @MeghanBCLRca!

Thank you so much for providing the information from the gateway. It sounds like this has been a frustrating experience for you and your customer. I appreciate that she got in touch with the bank to check on the status of both cards. 

Can you please confirm whether these attempted transactions were through Shopify Payments, or a third-party payment provider? Have other transactions gone through successfully on your store, and/or are you able to process a test payment with a card of your own? The generic_decline code typically indicates that the bank has rejected the payment for an unknown reason. However, if no transactions are going through, we can absolutely take a closer look into the account with our Technical Support team.

Sophia | Social Care @ Shopify 
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dsidhu
New Member
5 0 0
Hi, no transactions are going through with the 3rd party account. The 3rd
party merchant said the issue is on Shopify side.

I did try my personal card with no luck, same error.

Thank you,
David
Sophia
Shopify Staff
Shopify Staff
1180 81 139

@dsidhu wrote:

I am having the same issues, none of the credit cards transactions are going through. I tried with my card as well:

 

Error.jpg


Hi, @dsidhu!

Thank you for sharing this screenshot. Can you please let me know which payment provider this information came from? I don't recognize this as coming from Shopify Payments, but the Failure code 1103 should provide more insight for us into the Error_Reading_Response_From_Host message if we can look into the error code documents from the payment provider.

Have you seen successful transactions with the same payment provider in the past, or have they always been rejected? Looking forward to hearing from you so we can investigate further.

Sophia | Social Care @ Shopify 
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dsidhu
New Member
5 0 0
Hi Sophia,

We use Cayan. When I called them they said it was an error on your side=/

No detail about error code is available.

It has been working fine up until Wednesday 10/14.

Thank you,
David
Sophia
Shopify Staff
Shopify Staff
1180 81 139

@dsidhu wrote:
Hi Sophia,

We use Cayan. When I called them they said it was an error on your side=/

No detail about error code is available.

It has been working fine up until Wednesday 10/14.

Thank you,
David

Thank you for that additional information, David! I found a couple documents from Cayan that include Error_Reading_Response_From_Host and Failure code 1103, but neither really specify what happened beyond that the response failed:

I'd like to consult our Technical Support team to see if we can provide any more information here. I'll send you an email so we can verify your account to get that investigation started.

Sophia | Social Care @ Shopify 
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samaraandjane
Tourist
3 0 0

Hello 

My customer is getting a declined message as well - they have no issues on their card and it says "Your card was declined" - just a mastercard - how do I fxi this?? 

Sophia
Shopify Staff
Shopify Staff
1180 81 139

@samaraandjane wrote:

Hello 

My customer is getting a declined message as well - they have no issues on their card and it says "Your card was declined" - just a mastercard - how do I fxi this?? 


Hi, @samaraandjane!

I see that you posted a screenshot of the error message here as well. I've just edited the image there to hide the customer's address and last 4 digits. Please be sure to hide sensitive information like this when posting a screenshot, as the Shopify Community Forums are a public space where anyone can see your posts, not just Shopify staff.

Since the customer saw this error message after attempting a payment, there should be corresponding information in your admin with more detail. What do you see under Orders > Abandoned checkouts for this customer?

Sophia | Social Care @ Shopify 
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MeloMcCloud
New Member
1 0 0

I'm having the exact issue. I'm using my own card. I've used visa and mastercard  first it says the security code is wrong then it just says declined both cards have adequate balances. When I use PayPal it works just fine. Shopify Payments is not working at all. Seems like this is a common  issue how do I get this resolved? I would love to turn on my store but this would result is a very bad experience for my customers. Is says do not honor but I'm also seeing the pending charges on my back account....