TrustCommerce: Declined Call

What This Means

The card must be authorized manually over the phone.

Note: TrustCommerce Merchants can search the invoice or "ticket number" (30 character text field) within their TC Vault for more details about the declined transaction. Merchants should use the Transaction Detail Reports in the TC Vault to lookup specifics about a single transaction.

Suggested Next Steps

  1. Check the customer's information in your payment gateway to determine if the payment simply needs to be updated or retried.

  2. Contact the cardholder to call their issuing bank to approve the transaction and see if the transaction can be retried.

  3. Contact the customer to have them add a new payment method and add it to their Scheduled Order.

  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 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)

After Resolving The Issue

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