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What are the steps to troubleshoot payment failures or declined transactions?

Euri Romanov avatar
Written by Euri Romanov
Updated over 2 weeks ago

Troubleshooting Payment Failures and Declined Transactions

Payment issues can arise for various reasons, such as insufficient funds, transaction blocks, or issues with the customer’s payment method. Below is a comprehensive guide to understanding and troubleshooting these scenarios effectively.

Common Payment Failures and Immediate Steps

1. Insufficient Funds

The customer’s payment failed due to insufficient funds.

2. Declined Transactions with Specific Codes (e.g., 'Do Not Honor')

Cause: A 'do not honor' error often indicates that the customer’s bank is blocking the transaction due to suspected fraud, especially for large purchases.

Steps to Resolve:

  1. Suggest the customer contact their bank directly to approve the transaction.

  2. Recommend trying a different payment method, such as another card or payment service.

Addressing Valid Card Declined Due to Insufficient Funds

In situations where the customer claims their card is valid but the payment is declined:

  1. Prompt the customer to add a new card and attempt payment.

  2. If the customer has only one card, encourage them to retry the payment after some time.

  3. Advise the customer to contact their bank provider if the issue remains unresolved.

Best Practices for Effective Communication

When addressing payment concerns:

  • Maintain a customer-centric approach. Clear communication and providing actionable solutions can ease frustration.

  • Stay updated on common error codes to offer precise guidance.

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