The customer's bank is unwilling to accept the transaction.
Note: This type of generic error can be returned in many cases where Braintree declines the payment. 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.
Braintree suggests that the customer will need to contact their bank for more details regarding this generic decline.
The reasons for this response can vary, here are some examples:
- Possible Lost Card
- Possible Stolen Card
- Fraud suspected
Check the customer's information in your Braintree payment gateway to determine if the payment simply needs to be updated or retired. Note: if they want to update a current payment method they can do so by creating a new one.
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.
You may also choose to add a new payment method for your customer, see "Adding a New Payment Method for Your Customer" below.
Once a new payment method is added to the Scheduled Order, the Scheduled Order should be processed with the new payment method.
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)
Once this issue is resolved, you should use the action to Restart Processing the Failed Scheduled Order.
Updated over 1 year ago