This feature is available on all Goodshuffle Pro Plans.
Your client could encounter a variety of errors while submitting an online payment. You can review the Project Logs to see the details about why your client is not able to pay online. Below are common scenarios and recommended steps to address payment declines effectively.
Here are a few of the most common Payment Processing Errors and the next steps for your client.
Zip Code Error
When a payment fails due to a zip code error, it is because of a message coming directly from your client's bank.
As an added level of security, Stripe verifies the zip code provided with the client's bank, and should there be a discrepancy, the client's bank will not allow the payment.
Solution
The best course of action in this case would be to have the customer confirm they have the correct zip code on file with their bank.
As a quick note: The client may see a pending transaction on their statement for 3-5 business days.
Insufficient Funds
When a payment fails due to Insufficient funds, it means that the card does not have enough funds to cover the order. Payment attempts where insufficient funds were the cause will appear as 'Fraudulent' in the project logs, specifically when a card has been tried multiple times
Solution
The client will need to contact their bank to find out if there's a problem with the account or try again with a different payment method.
Card Missing
This can happen due to suspected fraudulent activity. Many different things can trigger this code: large purchases, too many charge attempts, or a large volume of charges over a short period. The bank doesn’t always provide Stripe with enough information to give exact details on why the client was blocked. This is more common when the transaction is unusual or does not align with the client’s typical spending patterns. Advise the client to contact their bank for details and allow the charge to proceed where appropriate.
Solution
The client will need to contact their bank for further insight or use a different card.
Card Expired
Vendors often can't capture a payment when the card on file has expired.
Solution
The customer will need to update their card on file.
Additional Tips
Encourage clients to keep their contact details updated with their bank, as this ensures they are notified about any blocks or issues on their account.
For large or high-value transactions, clients may wish to notify their bank in advance to prevent unnecessary declines.
Steps to Resolve Declined Transactions
Contact the Bank: Encourage your client to reach out to their bank or card issuer as a first step. They can provide details about the reason for the decline and assist in resolving any issues.
Adjust Card Settings: The client’s bank may need to update fraud protection rules, transaction limits, or other account settings for the payment to go through.
Consider Alternative Payment Methods: If resolving the issue with the current card is not possible, advise the client to use a different card or an alternative payment method.
Exceeding Card Velocity or Limits
Another common reason for declines is exceeding the card’s velocity, balance, or transaction limits. This means the client may have reached the maximum allowable usage for their card, either in terms of available balance, daily spending, or specific transaction amounts. The client should reach out to their card issuer to better understand the issue and adjust their settings if needed.