The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself.
Note: The customer usually must call their issuing bank for more details on the decline. You may check for more information on the decline within your NMI web interface for specific declines and reports by visiting Reports >> All Transactions.
Check the customer's information in your payment gateway to determine if the payment simply needs to be updated or retried (see "After Resolving the Issue" below).
Contact the customer to have them add a new payment method and add it to their Scheduled Order and/or call their issuing bank for the payment method for details.
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 from the payment gateway directly to their Scheduled Order including:
- Gateway CustomerId
- 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 10 months ago