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Why my costumer Card being declined?

windalis
Excursionist
32 0 1

My customer tells me her card has been declined. No further reason given.

I know this is not fraud, and I'm pretty sure she knows how to put in her details and is not shopping beyond her credit card limit. Does anyone know about common reasons why this might happen?

Thanks,

Replies 16 (16)
Cascadia_Pay
Excursionist
26 0 7

Hi Windalis,

 

I work in the high risk merchant payment processing industry so I have much experience with this kind of thing. If your transaction is declined and your customer has no idea why the transaction would be declined, it is very likely your customer's card issuer had declined the transaction based on its own subjective (and often unfair) set of protocols. This is called an "Issuer Decline". The card issuer might deem the transaction high risk based on any number of factors: country where your merchant account is provided, country where you the merchant are located, your product category, the transaction amount, your billing descriptor, etc. The only thing you can do in this situation is ask your customer to contact their credit card provider and ask the credit card provider why the transaction is declining.

Dallas
Shopify Staff
Shopify Staff
916 61 194

Hi, there.

 

Dallas here from the Social Care Team. I am more than happy to assist you with this today.

 

By the sounds of it, her card was charged with insufficient funds. That is generally the reason a payment is declined if there is no warning of potential fraud. If you are unsure, however, you can go into your Orders in your Store Admin and click on the order that didn't go through. At the bottom, you will see all of the order timeline details.

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When a payment fails or if there are any errors you should be able to see it there. Have you taken a look there?

 

If there is nothing showing up it is most likely something on the internal side of her credit card. With that, she would need to contact her bank to see if there is a lock or anything on her card.

 

Can you take a look at your order timeline and let me know if that helps?

 

Cheers,
Dallas

Dallas | Social Care @ Shopify
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whitneyrespoke
New Member
1 0 0

Nothing shows up in timeline.  Customer sent picture of card to charge, and customer has recently used card without problems or being close to limit.  This is a common problem, so I don't think this is a customer problem--it seems like a shopify problem.  Please help. 

 

Dallas
Shopify Staff
Shopify Staff
916 61 194

In that case, Whitney I am going to have to take a closer look. I may have to send this up to my tech team, but before I will be able to do any of this I will need to move our conversation to email. 

I have gone ahead and sent an email to the address that is on file with this forum's account. If you could follow the steps in there in order to authenticate I will be happy to help you out further. 

If you don't see this email in your spam or inbox please let me know here. 

Dallas | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Paul_Ford
New Member
2 0 1

We are currently experiencing this issue as well. We had several internal team members try different cards and 2 out of 5 went through. Our customers were complaining this morning that some transactions were declined. Our merchant services show no card attempts on their end. 

MiSwatchCo
New Member
2 0 0

Having same issue. Customer sent pic of charges but said declined invalid pin but nothing in my orders area just in the abandon carts. 

RobinSpringett
New Member
1 0 0

Over the last couple of weeks a number of customers have called us directly to order rather than going through our Shopify site. Their cards have been blocked after attempting a purchase. I don't know whether this is a new Shopify issue or whether card providers have changed their algorithms. Something's happened though. 

KidShoesDirect
New Member
3 0 0

I have this same issue. I feel like we get a ton of declines

Xandrea
Tourist
37 0 3

Have you resolved this? I got the same issue.

I am open for serious partnership. Message me.
www.xandreapremium.com
KidShoesDirect
New Member
3 0 0
no

I have many web orders that get declined
roshan86web
New Member
6 0 0

I have got the same issue 

 

Losing money

albizeka
New Member
2 0 0

Guys does any one resolved this it's driving me crazy??

roshan86web
New Member
6 0 0
No solution happened to my 5 customers Shopify support says this is
customer card issue.. I can’t believe it
BreakBoxAsia
New Member
1 0 0

They are never going to solve this issue because it would require they hire actual human underwriters and fraud investigators like a regulated financial institution. And this is why Big Tech companies are being called before Congress and hit with Federal AntiTrust Lawsuits because they have monopoly and oligopoly power and corner the markets but are absolutely non responsive (they don't even spend money for human phone customer support to address these serious issues). They are already making enough profit and stock inflation that they DO NOT CARE ABOUT THE SMALL BUSINESSES THAT THEY SERVE AS CUSTOMERS LIKE YOU AND ME. WE ARE DISPOSABLE TO THEM. STOP USING THESE PLATFORMS. 

 

BIG TECH DOES NOT CARE ABOUT YOU. THEY MAKE ENOUGH MONEY FROM THE AGGREGATE TOTAL OF SMALL BUSINESSES THAT USE THEM AND THE INFLATED STOCK VALUE TRADING. IF THEY LOSE ONE OR TWO CUSTOMERS LIKE YOU AND ME THAT CANNOT GET A PURCHASE THROUGH IT LITERALLY DOES NOTHING TO THEIR BALANCE SHEETS TO MAKE THEM SOLVE THE PROBLEM. WE HAVE TO BOYCOTT THEM IN MASSIVE MOVEMENTS - WHICH REQUIRES WE ALL STAND UP AND HAVE THE UNCOMFORTABLE CONVERSATIONS WITH PEOPLE WE KNOW IN OUR PERSONAL LIVES TELLING THEM TO AVOID DOING BUSINESS WITH THESE BIG TECH COMPANIES WHENEVER POSSIBLE. 

Liberté, Égalité, Fraternité!

The Revolution against Big business ripping us off and leaving us behind in small business will not be televised. Gmestop4Ever

tamk333
New Member
6 0 0

did you figure out the solution to this? My customers are getting declined as well and I cannot figure out how to fix It. Losing lots of money Its very frustrating 

KidShoesDirect
New Member
3 0 0

See the reply from BreakBoxAsia. That reply is 100%. Shopify basically forces you to use their payment processing and then sets the risk triggers high so they reduce risk. The Shopify Payments is gravy to them so why have risk of chargebacks and fraud? We still pay them a monthly fee so they are getting paid something. The fee they receive for processing payment in 5 orders per account is small so they just decline and move on. That have so many customers it makes no difference to their bottom line. Classic big corporate. It will never get corrected