Description

The payment failed because the ZIP or postal code entered does not match the billing address on file with the card issuer. This error occurs during Address Verification System (AVS) checks when there is a mismatch, outdated billing address, or formatting error.

Recommended Customer Message

Your payment could not be processed because the billing ZIP code does not match your card's records. Please verify your billing address and try again.

Root Cause

• Incorrect ZIP/postal code: The customer provided a ZIP or postal code that does not match the billing address on file with their card issuer.
• AVS mismatch: The payment gateway detected a mismatch during the address verification process.
• Outdated billing address: The customer recently changed their address but has not updated it with their bank or card issuer.
• Formatting errors: The ZIP/postal code was entered in an incorrect format (e.g., missing characters or incorrect country-specific formatting).

Troubleshooting and Solutions

• Ask the customer to verify and re-enter the correct ZIP/postal code associated with the billing address registered with the card issuer.
• Recommend the customer update the billing address with the bank if it has changed recently.
• Ensure the ZIP/postal code is entered in the correct format based on the selected country.
• Display clear and helpful error messages on the payment form to guide users to enter the right ZIP/postal code.
• Retry the transaction after correcting the ZIP/postal code.
• If the issue persists, work with your payment gateway to revisit the AVS rules and relax the validations if needed.