Invoice payment failure

[K9Shine]

Just had another client contact me to let me know the invoice payment didn’t process correctly. This is now happening multiple times a week and is a huge inconvenience for  clients. This is on saved cards that are used regularly and will typically take 3-5 tries on their end before that same card will finally go through properly. Is there a known reason for this or a way to prevent it? It started a few months ago and has become increasingly more common. Thanks!

[Arie]

Hi @K9Shine,

Thanks for writing in, and welcome to our Seller Community!

While we're not able to look into individual transactions via this public forum, I'd recommend your customers reach out to their banks directly. When a payment gets declined, there are some common error codes such as insufficient funds, or a fraud protection block their bank may have issued resulting in the decline. This article explains the different reasons a payment may decline, and the process behind payments in more detail. 

You can also reach out to our support team, who can take a closer look at your transactions here. Please let us know how you go!