Why did my customer's order fail?

Overview

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:

  • An order reference number (e.g. JUL120112-7119-41114)
  • A subscription reference number  (e.g. JUL120112-7119-41114S)
  • A customer's full email address, last name, or company name
  • The first 4 (or more) letters of the customer's last name or company name
  • A customer's email domain name, beginning with the @ symbol (e.g. @macpaw.com)
  • The last 4 digits of a credit card number

732.png

Risk Analysis

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.

733.png734.png

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.

762.png

761.png

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

760.pngIf 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.

User Error

The customer may have entered the credit card number incorrectly or chosen an incorrect expiration date. In these situations, the customer can try to submit a new order to correct these mistakes.

Other Problems

Another possible reason for the decline by the credit card company is that there is a fraud hold on the credit card, which happens sometimes when the credit card company sees a transaction they do not believe fits with the customer's normal buying pattern and they worry that it might be fraudulent. There may also be some other type of problem with the credit card account, such as a restriction placed on it by the credit card company that it may not be used outside of the customer's country, insufficient funds to make the purchase, a temporary hold on the account, etc. In these situations, the customer will need to contact the credit card company and ask why the charge was declined. If the customer wants to try to resubmit an order, we suggest that the customer close all browser windows and start with a fresh browsing session before attempting the order.

Failed PayPal Orders

763.png 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.

Have more questions? Submit a request

Comments

Powered by Zendesk