This article applies to Classic Commerce. (Looking for Contextual Commerce documentation?)
There are quite a number of reasons why a potential customer's order may fail and have a canceled status. To find out why a particular order failed, click on Order Search from SpringBoard’s Store Home. A search box will be revealed directly below where you clicked. Use the Order Search to find the failed order. Then see our descriptions below for the most common reasons an order fails.
You can search by:
If the order has a yellow icon at the top that says Risk Analysis, then the order failed our risk analysis fraud screening. Under Events, click on Risk Analysis and then read about Understanding the Risk Analysis Details for more information about specific risk factors that may have caused the order to appear fraudulent.
Failed Credit Card Information
If an order passes the risk analysis (no yellow icon is at the top), but shows Failed under Payments and Returns for the credit card, you can scroll over the question mark symbol and it will give you a reason.
Failed Credit Card CVV2 Code
If the question mark symbol reveals anything with CVV, then the only information we have is that the credit card company is stating that the number the customer entered for the CVV2 security code does not match what the credit card company has on file. We cannot approve the purchase without the correct code, as determined by the credit card company. The customer will need to contact the credit issuer (Visa, MasterCard, American Express, etc.) to determine what might be causing this problem.
Failed Credit Card Other Reasons
If the question mark symbol reveals anything other than something with CVV, then the order was stopped for something else and the credit card company declined the charge. The credit card companies do not provide more details, even though you may see phrases such as Insufficient Funds, declined_soft, not authorised, or a procedure code such as Proc=110 or Proc=430285.
Failed PayPal Orders
If an order passes the risk analysis (no yellow icon is at the top), but shows Failed under Payments and Returns for PayPal, then the funding source within the customer's PayPal account was declined. You can scroll over the question mark symbol and it will usually give you a generic reason, but PayPal does not provide more details.
Possible reasons for payment failure from PayPal include, but are not limited to:
- The billing address associated with the financial instrument could not be confirmed.
- The transaction exceeds the card limit.
- The transaction was denied by the card issuer.
In order for the customer to complete an order, the customer will need to return to PayPal to select an alternative payment source to add a new funding instrument.
We're Here to Help
If a potential customer's order failed, and it was not because the order failed the risk analysis or because the credit card company or PayPal declined the purchase, you can open a support ticket. Please let us know that you have reviewed the article on why a customer's order may fail and provide the customer's attempted order ID and/or email address used in the order process.