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Why Did My Customer's Order Fail?

Overview

Orders may fail and have a canceled status due to risk analysis, user error, or payment errors.

To find out why an order failed, search for the order to see status and failure details.

Charge on customer's credit card after order failed

A temporary pre-authorization charge may appear on credit card accounts following a declined purchase attempt, even when the order itself was canceled, failed, or rejected. A pre-authorization is a temporary hold that the cardholder is not responsible to pay for and usually drops off the customer's account within 5-10 business days.

Risk Analysis

For order attempts that fail FastSpring fraud detection, the order status shows as Risk Analysis and details typically include Payment CANCELED. If you have questions about a specific customer or order attempt, contact FastSpring Seller Support.

Cancelled

If an order passes risk analysis but there are other credit card issues, it may show order status as Canceled and details will include Payment FAILED.


Click into the canceled transaction record and look for a Failed status 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 CVV, then the credit card issuer is stating that the number the customer entered for the CVV2 security code is inaccurate. The customer needs to correct the CVV entered or contact the credit card issuer.

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 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.

  • Soft Decline - The bank that issued the card does not approve this transaction right now, but you can try again later. When this happens, FastSpring attempts to route the transaction through a different processing network for approval.
  • Restricted Decline -  Restricted declines imply that the card used was invalid. This may be linked to fraudulent activity that caused the bank to deactivate the card. Typically, cards with Restricted declines are not accepted for any transaction moving forward.

User Error

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

Other Problems

A charge may be declined by the card issuer due to invalid credit card information, a restriction on the account due to suspicious activity, or insufficient funds. The customer needs to contact the credit card 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 new browser session before trying again.

Failed PayPal Orders

If you see Failed status 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 because PayPal generally does not provide more specific details.

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

  • Billing address associated with the financial instrument could not be confirmed
  • Transaction exceeds the card limit
  • Card issuer denied the transaction

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

Payment Declined Errors

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.

Credit Card Errors

Your credit card was declined. Please try another card, or choose a different form of payment. Generic decline and 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 decline by card issuer or FastSpring. The customer should contact Consumer Support.

Your credit card was declined. Please try another card, or choose a different form of payment. Insufficient funds and the customer should try another form of payment.

Your credit card was declined. Please try another card, or choose a different form of payment. Card and currency mismatch so the customer should try another form of payment or contact the issuing bank for more information.

Your credit card was declined. Please try another card, or choose a different form of payment. Amount too large and  the customer should try another form of payment or contact the issuing bank for more information.

Your credit card security code (CVC) is invalid. The customer should double-check the card's CVC and try again with the correct CVC.

PayPal Errors

An unexpected error occurred, and we are not currently able to accept payment. The transaction exceeded the buyer's card limit and the customer should contact the bank that issues the card associated with the PayPal account.

Amazon Pay Errors

An unexpected error occurred, and we are not currently able to accept payment. The order amount is too high and the customer should try a form of payment other than Amazon Pay.

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