Payments

Thanks for getting involved with this thread, WSCX280.

Sometimes customer's credit cards you process don't go through. This can be caused by many common issues, such as authorization problems or missing information.

Here's how to check the status of a payment that didn't process successfully:
 

1. Sign in to your Merchant Service Center.
2. In the top menu bar, go to Activity & Reports, then Transactions.
3. Use your Dates ▼ drop-down to change the date as needed. You can also filter any 6 month period within the past 12 months.
4. If you you want to, click Show advanced options to do a specific search using your transaction ID and expiration date of the customer's card.
   Select Search.
5. Once you've located your declined transaction, review the data displayed in its Status column. This can help you to identify what happened for the payment not to process, and to figure out what to do next.

Here's some tips you can check if you've entered their card details manually:
 

• Use the customer's address from the USPS website.
• Make sure you haven't entered any special character or spaces in your customer's credit card details or other data fields.
• Confirm your customer's credit card number and verification code are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
• In addition to the card number, you'll also need to confirm their verification code. For most cards, like Visa, Mastercard, and Discover, this will be a 3 digit code on the back of their cards. For American Express, it will be a 4 digit code on the front of their cards.

Things will be a bit different if you're working with debit cards:
 

• If you don't see a logo on their cards, or they're not associated with a larger credit card company, you may not be able to process it.
• Debit card transactions can be declined if your customer doesn't have enough funds to cover their payment. Consider reaching out to them to make sure their card is still valid.
• Debit cards must be associated with a larger credit card company to process them like a credit card. This means there's a logo for companies like Visa, Mastercard, Discover, and American Express.

You can also check out our Fix customer's declined credit card payments article for more details about working with business credit cards, flex spending credit cards, etc.

Since you've also tried processing this payment as an ACH as well, I'd also recommend referring to our article about declined ACH payments: Fix rejected ACH payments or fees

If you have any questions about payments that didn't process successfully, you can discuss them with our Customer Care team. They'll be able to pull up your account in a secure environment and conduct further research with you.

I'll be here to help if there's any additional questions. Have a great Monday!