How to analyze a refused payment?

  1. Go to the Management > Transactions > Tab [Transactions is progress] of your Merchant Back Office.
  2. Double click on the rejected transaction to view the details.
  3. See the Transaction lifecycle section of the Details tab.

Refusal related to risk assessment

The source of this type of refusal is the merchant. The merchant has configured their risk assessment module to refuse certain transactions.

The reason for refusal is clearly displayed next to the “refused” status.

Example

Click on “Reason for refusal: Risk assessment”.

The red exclamation mark to the left of the tab name indicates that the reason for rejection is related to risk assessment.

Once the tab is displayed, the type of verification that caused the refusal can be identified by the icon.

If you wish, you can review the configuration of your risk assessment module for future payments and inform your customer of the reason for refusal.

 

Before taking any action, remember to check that the buyer has not made another successful payment attempt with another payment method that meets your acceptance criteria. Simply check the Multiple attempts tab.

Refusal related to cardholder authentication

The authentication attempt (3D Secure, Safekey, etc.) failed and the payment could not be completed.

The reason for refusal is clearly displayed next to the “refused” status.

Example

You can click on “Reason for refusal: Authentication” for more details on the refusal reason.

The red exclamation mark to the left of the tab name indicates that the reason for rejection is related to authentication.

The reason may be one of the following:
  • The cardholder did not authenticate themselves correctly on the authentication site of their bank (ACS);
  • Or it took more than 10 minutes to authenticate and the payment is refused due to an expired payment session.

The payment gateway is never responsible for these errors as it does not manage the banks’ authentication servers and never interacts with them.

For more details on authentication results, see the guide dedicated to transaction management.

 

Remember to make sure that the buyer has not made another successful payment attempt with another payment method. Simply check the Multiple attempts tab.

Refusal related to the authorization request

The reason for rejection comes from the buyer’s bank and can be identified by the error code transmitted by the bank in the response.

This code depends on the payment method used and the corresponding network.

There are several reasons why a payment may be refused at the moment of the authorization request. The most common are:
  • Insufficient funds
  • Incorrect personal details (cardholder’s last name, CVV, expiration date, etc.)
  • Suspected fraud

The reason for refusal is displayed in the Authorization section of the Details tab.

Example

The answer of your customer’s bank is displayed with the following details: a code and a label. You can inform your client. They will be able to contact their bank by providing the information on their transaction receipt (date, time of transaction, etc.)

More information about the reasons for rejection, the complete list of returned codes can be found in the vads_auth_result chapter of our data dictionary.

 

Before taking any action, remember to check that the buyer has not made another successful payment attempt with another payment method that meets your acceptance criteria. Simply check the Multiple attempts tab.