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Why Did My Customer's Order Fail?

Overview

This article discusses the possible reasons why a customer's purchase might not succeed and provides examples of the error messages that customers might encounter.

There are several 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 FastSpring App. 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

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., @acme.net)
  • The last 4 digits of a credit card number

 

Risk Analysis

For order attempts that fail FastSpring's risk analysis screening, the order record displays an orange Risk Analysis badge in the search results. The status of such orders is typically Payment CANCELED. 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.

 

 

 

Declined Credit Card Information

If an order passes risk analysis, no orange Risk Analysis badge appears next to the order summary in your search results. Instead, the page shows a gray Canceled badge and a status of Payment FAILED.


When you drill into the canceled transaction record, a red Failed badge appears in the Payments and Returns section. The Method column may provide more details about the declined transaction.

 

Declined Credit Card CVV2 Code

If the details in the Method column 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. In this case, the customer needs to contact the issuer to determine what might be causing the problem. There is usually a customer service telephone number on the back of the card.

 

Declined Credit Card Other Reasons

If the details in the Method column do not mention the CVV, then the order was declined by the card's issuer for another reason. Although you may see phrases such as "RESTRICTED," "INSUFFICIENT_FUNDS," "not authorized," or a procedure code such as Proc=110 or Proc=430285, that is all the information that has been provided to FastSpring. The customer needs to contact the issuer to determine what might be causing the problem. There is usually a customer service telephone number on the back of the card.

 

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. A fraud hold sometimes happens when the issuer sees a transaction that they do not believe fits with the cardholder's typical buying pattern. In such cases, the issuer may suspect fraud (such as someone using a stolen credit card).

There may also be some other type of problem with the credit card account. For example, the credit card's issuer may have restricted the card account from being used outside of the cardholder's country. Another common issue is insufficient funds to make the purchase. Or, the cardholder may have placed a temporary hold on the account. In these situations, the customer needs to contact the credit card's issuer and ask why the issuer declined the charge. 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 risk analysis, no orange Risk Analysis badge appears next to the order summary in your search results. If you see a red Failed badge in the Payments and Returns section for a PayPal order, then the funding source within the customer's PayPal account was declined. The Method column typically provides a generic reason; PayPal generally does not provide more specific 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 card's issuer denied the transaction.

To complete an order, the customer may need to return to PayPal and select an alternative funding source.

 

 

Customer Experience

When a transaction fails or is declined, FastSpring displays a message to the customer. The contents of the message can sometimes help identify the underlying cause of the failed or declined transaction.

Message

Possible Cause

Suggested 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 cardholder.

The customer should contact the card's issuing bank 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 Funds

The 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 Mismatch

The 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 Large

The 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 CVC

The 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 Large

The customer should try a form of payment other than Amazon (e.g., a credit card).

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