Why was a customer’s charge denied?

There are two reasons charges can be declined: either the charge is declined by the customer’s bank, or it can be declined by your block rules. We can help you figure out why the charge didn’t go through and help you understand the potential risk factor.

Issuing Bank

When a charge is issued to your customer’s bank, the bank will look at the customer’s spending habits, card information, account balance, and other signals to determine whether it will accept the charge.

We will show you the information we receive when the charge is declined. However, the reasons given by the bank are often generic. If the customer’s bank declines their charge, the customer will have to speak with their bank and ensure that future charges are accepted.

Block Rules 

We block high-risk transactions or those that look to be potentially fraudulent. These payments will be noted as “Payment blocked due to high risk” and we will include the reasons the charge was determined to be high-risk. 

It’s also possible for you to set up custom rules that block certain payments. In that case, we will indicate which of your custom rules blocked the payment.

Decrease the likelihood of declined charges

If a charge is blocked that you believe is safe, go into your dashboard and report the charge as safe. After that, retry the payment. We will take your feedback into account.

If you add in validation checks, it can help make sure the customer has entered the correct credit card number, expiration date, and CVC code. Collecting CVC codes is very effective in decreasing decline rates.

Collecting additional data, such as name, address, or billing zip code, can also help decrease decline rates.

Still need help? Contact Us Contact Us