A transaction has declined, now what? Most declines happen because the initiating bank will not approve the charge for a variety of reasons. Follow to steps below to locate the reason for the decline.
How To Locate Decline Response
From your Payments AI account, click on the Transactions Tab at the top of the screen, search for the transaction in question, then click on it.
Scroll down the Logs area and click the arrow on the right side to expand. From there, in the error message section, you will see the processing failure code and reason. In the example below, the reason was due to insufficient funds.
Some of the decline responses from the bank are very general and may not necessarily provide much detail. In most cases, the customer will have to reach out to their bank to resolve.
We have put together a list of decline codes to also assist you in determining the reason for the decline.
If you encounter a decline response that says, "The request cannot be fulfilled for the current shopper", this typically means that there were several repeated purchase attempts by the same email address which can get caught up in fraud filters. If you are confident that the attempted purchase is legitimate, you can email our support team to whitelist the email for you.
If you have any additional questions, please contact our Support Team by clicking the support widget in the bottom right corner of this page or email us at [email protected].
