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Why Did My Customer's Order Fail?

Overview

There are quite a number of reasons why a potential customer's order may fail and have a canceled status. To find out why a particular order failed, click the Activity menu in the Dashboard. Then, use the Search Orders and Subscriptions field to find the failed order. Once you have found the failed order, you can use the information in this article to help understand the reason for the failure.

Overview

There are quite a number of reasons why a potential customer's order may fail and have a canceled status. To find out why a particular order failed, click the Activity menu in the Dashboard. Then, use the Search Orders and Subscriptions field to find the failed order. Once you have found the failed order, you can use the information in this article to help understand the reason for the failure.

 

Searching for the Failed Order

User-added image

User-added image

You can search for the failed order using:

  • A customer's full email address, last name, or company name
  • The first 4 (or more) letters of the customer's last name or company name followed by an asterisk (e.g. if you are not sure whether it is spelled Anderson or Andersen, you could use Ande*)
  • A customer's email domain name, beginning with the @ symbol (e.g. @telestream.net)
  • The last 4 digits of a credit card number

Filtering Your Search Results

There are a few ways to refine your search through filtering:

  • The Live and Test drop-down selector lets you filter the results to include only live orders. If you are seeing test orders matching your search criteria, this will help you narrow things down.
  • If you know which product(s) the customer was trying to order, you can click the Any Product drop-down and select the specific product to filter your results.
  • The date selector to the right of Any Product can help you narrow down the time frame to search, which may speed up the search and help you screen out unrelated results.

 

Risk Analysis

If the order has an orange Risk Analysis badge in the search results and shows a status such as Payment CANCELED, then the order failed our risk analysis fraud screening. In the interest of fraud prevention, FastSpring does not publish detailed explanations of the various anti-fraud metrics our system uses to identify and prevent fraudulent transactions. If you are a FastSpring seller and you have questions about a specific customer or order attempt, please open a support ticket.

User-added imageUser-added image

If you drill into the failed order record and mouse over the User-added image icon in the Payments and Returns section, you will also see Risk as the reason for the canceled payment, as illustrated here.

User-added image

 

Declined Credit Card Information

If an order passes risk analysis (no orange Risk Analysis badge is next to the order summary in your search results), but shows a red Failed badge in the Payments and Returns section for a Credit Card, you can mouse over the User-added image icon and see more details about the declined transaction.

User-added image

Declined Credit Card CVV2 Code

If the details revealed by mousing over User-added image mention the CVV, then the only information FastSpring has received is that the credit card's issuer is stating that the number the customer entered for the CVV2 security code does not match what the issuer has on file. We cannot approve the purchase without the correct code, as determined by the credit card's issuer. The customer will need to contact the issuer (there is usually a customer service telephone number on the back of the card) to determine what might be causing the problem.

User-added image

 

Declined Credit Card Other Reasons

If the details revealed by mousing over User-added imagedo not mention the CVV, then the order was declined by the card's issuer for another reason. Although you may see phrases such as "INSUFFICIENT_FUNDS", "not authorized", or a procedure code such as Proc=110 or Proc=430285, that is all the information FastSpring has been provided. The customer will need to contact the issuer (there is usually a customer service telephone number on the back of the card) to determine what might be causing the problem.

User-added image

 

User Error

The customer may have entered the credit card number incorrectly or chosen an incorrect expiration date. In these situations, the customer can try to submit a new order to correct these mistakes.

 

Other Problems

Another possible reason for the decline by the credit card's issuer is that there is a fraud hold on the credit card, which happens sometimes when the issuer sees a transaction they do not believe fits with the customer's normal buying pattern and they believe it might be fraudulent. There may also be some other type of problem with the credit card account, such as a restriction placed on it by the credit card's issuer that prevents the card from being used outside of the customer's country, insufficient funds to make the purchase, a temporary hold on the account, etc. In these situations, the customer will need to contact the credit card's issuer and ask why the charge was declined. If the customer wants to try to resubmit an order, we suggest that the customer first close all browser windows and start with a fresh browser session before trying again.

 

Failed PayPal Orders

If an order passes the risk analysis (no orange Risk Analysis badge is next to the order summary in your search results), but shows a red Failed badge in the Payments and Returns section for PayPal, then the funding source within the customer's PayPal account was declined. You can mouse over the User-added image and it will usually give you a generic reason, but PayPal does not provide more details.

Possible reasons for payment failure from PayPal include, but are not limited to:

  • The billing address associated with the financial instrument could not be confirmed.
  • The transaction exceeds the card limit.
  • The transaction was denied by the card issuer.

In order for the customer to complete an order, the customer will need to return to PayPal to select an alternative funding source.

User-added image

 

Customer Experience

When a transaction fails or is declined, a message is displayed to the customer. The contents of the message can sometimes be helpful in identifying the underlying cause of the failed or declined transaction.

MessagePossible CauseSuggested Next Step
"Your credit card was declined. Please try another card, or choose a different form of payment."Generic Decline

FastSpring was not provided a detailed decline reason because the decline information is private and can only be shared with the card holder.

The customer should contact the card's issuing bank in order to resolve this issue, or choose a different payment method to complete the order.

"We regret that your order could not be accepted. We value your business and would like to help you complete this order.

Please contact us for assistance."

Fraud Declines by Issuer

or by FastSpring

The customer should contact us via https://questionacharge.com. Our buyer support team may or may not be able to assist.
"Your credit card was declined. Please try another card, or choose a different form of payment."Insufficient FundsThe customer should try another form of payment (e.g. a different card).
"Your credit card was declined. Please try another card, or choose a different form of payment."Card and Currency MismatchThe customer should try another form of payment (e.g. a different card), or contact the card's issuing bank for more information.
"Your credit card was declined. Please try another card, or choose a different form of payment."Amount Too LargeThe customer should try another form of payment (e.g. a different card), or contact the card's issuing bank for more information.
"Your credit card security code (CVC) is invalid."Invalid CVCThe customer should double-check the card's CVC and try again with the correct CVC.
"An unexpected error occurred, and we are not currently able to accept payment." (PayPal orders)

Transaction Exceeded the

Buyer’s Card Limit

The customer should contact the bank that issues the card associated with the PayPal account.
"An unexpected error occurred, and we are not currently able to accept payment." (Amazon Pay Orders)Amount Too LargeThe customer should try a form of payment other than Amazon (e.g. a credit card).

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