Credit Cards Declined

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Hey guys,

For the last few months I've been trying to run a business. Recently I have been getting quite some sales, but there is only one problem : 50% of the creditcards from customers have failed.
I can't run a business like this. I use shopify for my store and Stripe as my credit card payment gateway. I contacted them both numerous times but they couldn't find a solution for me. Stripe only give this piece of information about the decline :
CVC check:Unavailable
Street check:Unavailable
Zip check:Unavailable

I am from the Netherlands
and most of my customers are from the US , could this be a problem? Has anyone had this problem before?

Would be very nice if someone could help with this.
#cards #credit #declined
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  • Profile picture of the author Oziboomer
    Originally Posted by konradg View Post

    For the last few months I've been trying to run a business. Recently I have been getting quite some sales, but there is only one problem : 50% of the creditcards from customers have failed.
    I can't run a business like this. I use shopify for my store and Stripe as my credit card payment gateway. I contacted them both numerous times but they couldn't find a solution for me. Stripe only give this piece of information about the decline :
    CVC check:Unavailable
    Street check:Unavailable
    Zip check:Unavailable

    I am from the Netherlands
    and most of my customers are from the US , could this be a problem? Has anyone had this problem before?

    Would be very nice if someone could help with this.
    There are many reasons why a credit card will not process.

    One thing you might like to check is field length of the address or other fields in your submission form.

    With some processors they have different requirements for certain data to be in certain fields.

    The biggest problem we found was some people would type their whole address on one line.

    the payment processor we were using only allowed 26 characters on the first address input and we were doing B2B orders and customers were entering things like:

    Level 1A, section 2C, Room 374 in their first address field.

    It created an failed charge and listed an error in our log files.

    After many calls and enquiries to the help desk of the payment gateway one technician said to me "Have you restricted the field entry on the first address field to 26?"

    Then they pointed me to an obscure document they had hidden away that identified the requirements for each field we were submitting.

    After that our coder made some changes to the order form fields and we significantly reduced failed orders.

    The other thing we also did was start to use an automated abandoned cart followup sequence to ask if the prospective purchaser had any issues or did they just cancel. That fixed a lot of the issues.

    It may be different in your circumstances.

    It could also be a timeout issue where the time set for receiving a valid response is too short. Hence the transaction fails giving the unavailable response.

    That could be another area worth investigating.

    Best regards,

    Ozi
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    • Profile picture of the author silveroaks
      Originally Posted by Oziboomer View Post

      There are many reasons why a credit card will not process.

      One thing you might like to check is field length of the address or other fields in your submission form.

      With some processors they have different requirements for certain data to be in certain fields.

      The biggest problem we found was some people would type their whole address on one line.

      the payment processor we were using only allowed 26 characters on the first address input and we were doing B2B orders and customers were entering things like:

      Level 1A, section 2C, Room 374 in their first address field.

      It created an failed charge and listed an error in our log files.

      After many calls and enquiries to the help desk of the payment gateway one technician said to me "Have you restricted the field entry on the first address field to 26?"

      Then they pointed me to an obscure document they had hidden away that identified the requirements for each field we were submitting.

      After that our coder made some changes to the order form fields and we significantly reduced failed orders.

      The other thing we also did was start to use an automated abandoned cart followup sequence to ask if the prospective purchaser had any issues or did they just cancel. That fixed a lot of the issues.

      It may be different in your circumstances.

      It could also be a timeout issue where the time set for receiving a valid response is too short. Hence the transaction fails giving the unavailable response.

      That could be another area worth investigating.

      Best regards,

      Ozi

      thanks Oxi. You have provided really practical background explanation of the problem. Something to keep in mind while designing the lay out of the checkout page
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  • Profile picture of the author johnben1444
    Perhaps 2checkout.

    If it's possible to use PayPal then use it.
    It's one of the most utilised online means of payments here in the U.S.
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  • Profile picture of the author dave_hermansen
    Most payment processors recommend that you do not check for street address. This is because if people do not type it in EXACTLY the way their credit card bank has it, the charge will get declined (i.e. they type in "1237 Main" or "1237 Main St" and the credit card company has it as "123 Main Street").

    Instead, just set it up to do a zip code check without a full address check. It is extremely rare (maybe one out of a million) that someone would be creating a fraudulent transaction that also happens to live in the same zip code as the person they stole credit card information from.

    We have NEVER set up a website to check full address. We always do zip code only. With nearly 100 successful online stores built, we've never had a case of fraud because we only did a zip code check.

    Also, we make sure that when transactions are declined, customers are automatically sent an Email asking them to contact us if they had problems getting their order to go through. We do that with abandoned cart plugins. You could also set up notifications with your payment processor that Email you immediately whenever something is declined. That way, you can contact the customer, yourself.
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