The bank's fraud rules blocked the transaction. The customer will need to call their issuing bank for more information.
The customer’s card has been reported as stolen by the cardholder and the card-issuing bank has requested that merchants keep the card and call the number on the back to report it.
As an online merchant, you don’t have the physical card and can't complete this request – obtain a different payment method from the customer.
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) or need to update the payment method in your Scheduled Order, 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
- Current 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 Continue Processing the Failed Scheduled Order.
Updated over 1 year ago