Braintree: 2019 Transaction Declined

What This Means

From Braintree: (2019 Declined) The customer's bank is unwilling to accept the transaction.

For more details: Check within your Braintree Control Panel (Control Panel > Transactions >> Transaction Search) for specific declined transactions. Learn more about Running A Decline Search on Braintree's support site.

Common Causes For This Error

  • From Braintree: The customer’s bank declined the transaction, typically because the card in question does not support this type of transaction – for example, the customer used an FSA debit card for a non-healthcare related purchase. They will need to contact their bank for more information.

Suggested Next Steps

  1. Ask the customer to contact their bank for more details regarding this generic decline. If the customer can confirm that you can retry the payment, skip to the section "After Resolving The Issue" (below).

  2. If a new payment method is needed, contact the customer to have them add a new payment method and add it to their Scheduled Order.

  3. You may also choose to add a new payment method for your customer, see "Adding a New Payment Method for Your Customer" below.

  4. Once a new payment method is added to the Scheduled Order, the Scheduled Order should be processed with the new payment method.

Adding A New Payment Method for Your Customer?

If you are adding a new payment method for your customer directly to your payment gateway (manually), ensure that you edit the failed Scheduled Order, add a new payment method, and copy the required billing information directly to their Scheduled Order including:

  • Gateway CustomerId
  • Gateway PaymentId
  • Billing Address
  • Payment Method Description (optional, but strongly suggested because it is used to display the payment method to your customer)

After Resolving The Issue

Once this issue is resolved, you should use the action to Restart Processing the Failed Scheduled Order.