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What happens when a purchaser's credit card is declined
Rank: Member
Joined: 9/4/2008(UTC)
Posts: 8
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I have a few questions regarding order and shipment:
1) If a customer's credit card is rejected after the order is placed, will they send a notice to the customer?
2) If we ship something out, wh's liability is it on credit card authorization?
3) When an order is placed, does the customer receive a confirmation email?
4) When an item is shipped, does the purchaser receive a tracking info email?
Thanks.
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Rank: Member
Joined: 1/10/2005(UTC)
Posts: 714
Thanks: 14 times
Was thanked: 1 time(s) in 1 post(s)
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1) OOTB - it does not send an email to the customer. You would need some custom code work to send an email to the customer upon failure.
2) You have to check with your credit card company. I called Visa and Mastercard a while back and found out some interesting things that BV does NOT provide OOTB i.e. how the policies and disclaimers are displayed on the checkout page.
3) Yes. However i believe this has to be set up in the admin. I'm not sure if the anonymous checkout requires an email address.
4) Yes. However i believe this has to be set up in the admin. I'm not sure if the anonymous checkout requires an email address.
Let us know if you need more help!
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Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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Why would you consider sending an order if the credit card was declined? Personally I like having the store to reject orders where the card is not authorized, then you don't have a problem -- the customer is given an error message. The only trouble is if they don't read it, then try and put it through again, the get "Duplicate Transaction" -- so they think the order went through twice when it did not go through at all, yet their online statement will show two "pending" transactions, even though they were declined.
I haven't gotten an answer as to whose terminology "Duplicate Transaction" is but it needs to be changed to something like "Failed Transaction, Card Not Charged" each time a card is attempted and failed. |
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Rank: Member
Joined: 8/1/2007(UTC)
Posts: 310
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As Joe said, its best not to allow the order to be placed if the CC was declined for some reason. This again is not supported out of the box but can be done very easily.
About Duplicate transaction - this is a terminology that CC companies reply back in response to a CC request. Each CC company has their own time period within which they will flag a transaction as a duplicate transaction. Its best to try after 6 hours. But I have seen it work within 30 minutes in case of Authorize.Net and Linkpoint gateways. No idea about others.
SO everywhere I have automated billing setup, I defer further CC processing of the same order by 6 hours so that I dont end up in Duplicate Transactions. |
Thanks,
Satya
support @ bayquel.net
Work: +1 803 883 3226 |
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Rank: Member
Joined: 9/4/2008(UTC)
Posts: 8
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Regarding Bryan's answer to (1), an order was placed with the declined credit card. The problem is that the order was placed, the card was declined, but an email was still sent out saying that the customer should expect their purchase in 5 business days.
Is it possible to display a message on the order page that tells the customer that their card has been declined? Or send out an additional email telling the customer that their card has been declined so that they don't expecting their purchase in the mail?
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Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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Satya,
Out of the box you can set your store to not accept declined orders -- under Workflows -- Process New Order Workflow -- Auth or Charge Credit Card if Present -- set to Throw Error on Failure -- it will not allow a declined card to go through. |
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Rank: Member
Joined: 1/10/2005(UTC)
Posts: 714
Thanks: 14 times
Was thanked: 1 time(s) in 1 post(s)
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Originally Posted by: "egonzalez"  Regarding Bryan's answer to (1), an order was placed with the declined credit card. The problem is that the order was placed, the card was declined, but an email was still sent out saying that the customer should expect their purchase in 5 business days.
Is it possible to display a message on the order page that tells the customer that their card has been declined? Or send out an additional email telling the customer that their card has been declined so that they don't expecting their purchase in the mail? an email was generated because the order was still placed with the declined credit card. My answer for question 1 was regarding an email being generated notifying the card was declined. it does not do that ootb.
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