LL - Declined Order Reasons
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Tutorial video:
https://www.loom.com/share/a6171002cc034537959da6f7f541775b
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If you place an order in Sticky.io and it declines you need to take note of the reason. In certain cases, as listed below, you will need to post in the "order decline help" slack channel for assistance from the operations team ( mainly for Gateway issues). --
**Special Note: if you resolve the decline issue before someone sees your post in the Slack channel please make sure to go back to the channel and let them know it has been resolved. ***
| Decline Reason Examples in Sticky (Please note some digits quoted may change but the basic messages are the same) | Decline Type | Reprocess the order? | What actions should you take? |
| Bank decline. | Bank | No | refer customer to call their bank |
| Declined - do not honor. | Bank | No | refer customer to call their bank |
| Do Not Honor | Bank | No | refer customer to call their bank |
| DO NOT RETRY - Bank decline | Bank | No | refer customer to call their bank |
| DO NOT RETRY - The card has been declined due to insufficient funds | Bank | No | refer customer to call their bank |
| Insufficient funds | Bank | No | refer customer to call their bank |
| Issuer Declined | Bank | No | refer customer to call their bank |
| Issuer Declined MCC | Bank | No | refer customer to call their bank |
| No account | Bank | No | refer customer to call their bank |
| Over daily limit. | Bank | No | refer customer to call their bank |
| Pick up card - L | Bank | No | refer customer to call their bank |
| Pick up card - S | Bank | No | refer customer to call their bank |
| Restricted Card - Pick Up. | Bank | No | refer customer to call their bank |
| The bank has requested that you retrieve the card from the cardholder - it may be a lost card. | Bank | No | refer customer to call their bank |
| The bank has requested that you retrieve the card from the cardholder - it may be a stolen card. | Bank | No | refer customer to call their bank |
| The card has been declined due to insufficient funds. | Bank | No | refer customer to call their bank |
| This transaction has been declined. | Bank | No | refer customer to call their bank |
| Transaction not permitted to that cardholder. | Bank | No | refer customer to call their bank |
| Your card has insufficient funds. | Bank | No | refer customer to call their bank |
| CALL 18003372255 | Bank | No | refer customer to call their bank |
| You need to refer to the Card Issuer. | Bank | No | refer customer to call their bank |
| Security violation | Bank | No | refer customer to call their bank |
| CALL CENTER | Bank | No | refer customer to call their bank |
| RETRY WITH EMV 3DS | Bank | No | refer customer to call their bank |
| CVV2 Mismatch | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| Expired card | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| Invalid card number | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| Invalid Credit Card Number REFID:1135986012 | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| Invalid transaction. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| 35), (Rule #1492292 - NO CHANGE Device Data Collector Missing & Score > 35), (Rule #1492298 - NO CHANGE when Score > 45), (Rule #1491020 - DECLINE Order Velocity >6 within 6 hours (VMAX)). Transaction ID = DZ8C09Y1MMBT"}" style="border-right: 1px solid rgb(204, 204, 204); border-bottom: 1px solid rgb(204, 204, 204); border-left: 1px solid rgb(204, 204, 204); border-top-color: rgb(204, 204, 204); border-image: initial; overflow: hidden; padding: 2px 3px; vertical-align: bottom; background-color: rgb(229, 239, 226); font-family: Calibri; font-size: 11pt; overflow-wrap: break-word; color: rgb(0, 0, 0);">Kount has declined this order because of Fraud. 4 rule(s) triggered. (Rule #1492280 - NO CHANGE when Bill Address is not Deliverable and Kount score > 35), (Rule #1492292 - NO CHANGE Device Data Collector Missing & Score > 35), (Rule #1492298 - NO CHANGE when Score > 45), (Rule #1491020 - DECLINE Order Velocity >6 within 6 hours (VMAX)). Transaction ID = DZ8C09Y1MMBT | Card Error | No | 1. ask for a different card 2. refer them to call their bank |
| RETRY - Invalid card number. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| The 'AnetApi/xml/v1/schema/AnetApiSchema.xsd:cardCode' element is invalid - The value XXXXXX is invalid according to its datatype 'AnetApi/xml/v1/schema/AnetApiSchema.xsd:cardCode' - The Pattern constraint failed. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| The 'AnetApi/xml/v1/schema/AnetApiSchema.xsd:cardNumber' element is invalid - The value XXXXXXXXXXXXXXXXXXXXX is invalid according to its datatype 'String' - The actual length is greater than the MaxLength value. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| The credit card number is invalid. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| Your card's security code is incorrect. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| The combination of card type, authentication indicator and cardholder authentication value is invalid. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| An error occurred while processing your card. Try again in a little bit. | Card Error | Yes | 1. Correct & retry once 2. ask for a different card 3. refer them to call their bank |
| A card security code has never been passed for this account REFID:3138515039 | Card Error | No | 1. Verify card being used is the one the customer would like to use, then ask customer for the CVV code 2. ask for a different card 3. refer them to call their bank |
| The cc payment type [Maestro] and/or currency [USD] is not accepted REFID:3145165947 | Card type not accepted | No | Ask for a different card |
| DO NOT RETRY - Your merchant account authentication failed | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| Invalid merchant ID | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| The VITAL identification numbers are incorrect. Call Merchant Service Provider. | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| This account cannot currently make live charges. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed. | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| Vital system malfunction | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| The cc payment type [American Express] and/or currency [USD] is not accepted REFID:3145165959 | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| "Declined by Payment Gateway (Transaction limit for merchant exceeded | Gateway | No |
Place customer on hold + Ask for help in the decline channel
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| Kount has declined this order because of Fraud. 1 rule(s) triggered. (Rule #1492306 - Decline GEOX Decline Countries). Transaction ID = DZCM09BZHS8X | Kount | No | 1. Ask for a different card 2. Refer them to call their bank |
| 35), (Rule #1492292 - NO CHANGE Device Data Collector Missing & Score > 35), (Rule #1492298 - NO CHANGE when Score > 45), (Rule #1491020 - DECLINE Order Velocity >6 within 6 hours (VMAX)). Transaction ID = DZ8C0DV83Z2B"}" style="border-right: 1px solid rgb(204, 204, 204); border-bottom: 1px solid rgb(204, 204, 204); border-left: 1px solid rgb(204, 204, 204); border-top-color: rgb(204, 204, 204); border-image: initial; overflow: hidden; padding: 2px 3px; vertical-align: bottom; background-color: rgb(252, 229, 205); font-family: Calibri; font-size: 11pt; overflow-wrap: break-word; color: rgb(0, 0, 0);">Kount has declined this order because of Fraud. 4 rule(s) triggered. (Rule #1492280 - NO CHANGE when Bill Address is not Deliverable and Kount score > 35), (Rule #1492292 - NO CHANGE Device Data Collector Missing & Score > 35), (Rule #1492298 - NO CHANGE when Score > 45), (Rule #1491020 - DECLINE Order Velocity >6 within 6 hours (VMAX)). Transaction ID = DZ8C0DV83Z2B | Kount | No | 1. Ask for a different card 2. Refer them to call their bank |
| Duplicate transaction REFID:1134152601 | Try again | Yes |
1. Retry once 2. Ask for a different card 3. Refer them to their bank
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| Response Timeout | Try again | Yes |
1. Retry once 2. Ask for a different card 3. Refer them to their bank
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| Internal error REFID:3145152884 | Try again | Yes |
1. Retry once 2. Ask for a different card 3. Refer them to their bank
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| Miscellaneous errors not listed on this sheet | ? | No | Post to the decline slack channel |
| "Declined by Payment Gateway (Transaction limit for merchant exceeded |
View this information in a spreadsheet: https://docs.google.com/spreadsheets/d/1Lw4d-kceS2OUB99AAG3IAiKQEtuDsENVzzzQD9SVgC0/edit#gid=0
Authnet decline reasons: https://unipaygateway.info/codes/gateways/_2/40#response-code-gateway-40