Card Declines and Order Errors

Order Errors

When you have a customer with any error in the status, you can see more details for this error checking the Orders section. You will have three tabs, Processed, Upcoming and Errors. If you click the last one, you will see a table with all the order errors in the last column. If you hover over, the tooltip text will share more details about the cause. 

Main Error

Details

Solution

Charge Error: Card declined Your card was declined. Contact customer to let them know about it.
Charge Error: Charge Error Cannot charge a customer that has no active card. Contact customer to let them know about it.
Charge Error: Charge Error Customer needs to update credit card. Contact customer to let them know about it.
Charge Error: Insufficient Funds Your card has insufficient funds. Contact customer to let them know about it.
Charge Error: Shipping Error Could not retrieve shipping info.
Charge Error: Charge Error
COMPLETE HERE INVENTORY TEXT You should update your inventory.
Charge Error: Charge Error
Variant or option not found on your ecommerce platform for... Previous variant was deleted and you have to select a new one from the list.
Charge Error: CARD_UPDATED_NOW_PENDING_NEXT_ATTEMPT

A customer has a decline due to card issues. We don't validate the credentials of the new card until the next order is processed. You can remedy this by just processing the charge immediately.

If a customer gets a card decline error, they will get an automatic email asking them to update the card. If a customer periodically gets card decline errors even after updating, likely the customer should contact their bank to figure out what's going on. At that point, there's usually something specific to their account that is blocking transactions from happening.

Credit Card Declined

Why did this happen?

Cards can be declined for a variety of reasons that depend upon the customer's bank or credit card. If a customer gets a card decline error, they will get an automatic email asking them to update the card. Card declines are flagged by the cardholder's institution. These banks never share with us the detailed information on the reason for these declines. Most often the situation is that the bank didn't recognize the company and as a precaution flagged the charge anyway in hopes that the cardholder will contact them in the event that this was not in error. 

The only way to find out more detailed information about why a payment was declined is to ask your customer to get in touch with their bank to confirm the reason for the decline. If a customer periodically gets card decline errors even after updating, likely the customer should contact their bank to figure out what's going on. At that point , there's usually something specific to their account that is blocking transactions from happening.

Customize the Notification

When a customer gets a card error, the system sends an email with a link to update their card. This email can be viewed and edited in ReCharge Dashboard > Settings > Notifications. Then choose Card Declined in order to customize the email sent to your customers.

What is the process for retrying the card?

When a customer updates their credit card, the system will automatically retry the charge for the order. The system will also retry the error charges the day after they sign up, and then on6-day intervals up to 30 days. If it is still being declined at that point, they'll be marked as Closed/Max Retries Limit Reached. You can view the errored charges through Orders > Errors Tab. You can manually retry the charge by clicking on Retry Charge on the right.

Stripe-specific Details

For more information on Stripe declines, check out the following URL:  https://stripe.com/help/declines

The only declines made by Stripe are synthetic declines for CVC and Zip check. Enabling a synthetic decline for CVC failure will cause Stripe to decline any cards that fail CVC check, even if the bank would have authorized the process. In the event that you'd like to know more about these topics from Stripe, check out the links below:

https://support.stripe.com/questions/can-stripe-check-card-verification-codes-cvc
https://support.stripe.com/questions/what-is-avs

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