Description

The payment was declined by the card issuer or payment processor. This is a general decline that can occur for various reasons including insufficient funds, expired cards, incorrect card details, fraud detection, or card restrictions.

Recommended Customer Message

Your payment could not be processed. Please verify your card details are correct, ensure your card is active with sufficient funds, or try a different payment method.

Root Cause

• Insufficient funds: The customer's card balance is insufficient to complete the transaction.
• Expired card: The card used has expired.
• Incorrect card details: The card number, expiration date, or CVV is invalid.
• Fraud detection: The card issuer or payment processor flagged the transaction as suspicious.
• Card restrictions: The card is restricted for online or international purchases.
• Issuer-related issues: Temporary technical issues occurred at the card issuer's end.

Troubleshooting and Solutions

• Inform the customer that their card was declined.
• Ask the customer to verify that the card details (number, expiry, CVV) entered are correct.
• Ask the customer to ensure that the card is active and has sufficient funds.
• Ask the customer to contact their card issuer to check for any blocks, restrictions, or fraud alerts.
• Recommend retrying the transaction after verifying the card details.
• Suggest using an alternative payment method if the issue persists.
• If your system supports smart retries (smart dunning), allow the system to automatically retry the transaction later.