One of our managers sent an e-mail to Secure Hosting regarding how the process works with their PSP when an order is placed via our website and the the process of when an order is declined.
Am slightly concerned the fact that if the customer places an order and the order is declined (for whatever reason that maybe), that the payment is still taken from their card, and that it takes 3 days(!) for the payment to return back to their account.
Is this the same process with other PSP's??
Maybe this information maybe of use to others using Secure Hosting.
Firstly, does this take off a credit from our account.
Secondly, do you or Barclays take money off the card even though the transaction is declined, and the screen actually says that card has been declined. Who is UPG?
(when we do a transaction via the pdq machine here and it does not match and the card is declined no money is taken off customers card, it stops there and then and we have to contact customer to gather correct information).
The when the AVS/CV2 check fails online, the transaction is not "declined" it is "reversed", we are simply issued the error message declined, however the error message itself is "AVS/CV2 Decline" if the bank had declined the card, which they will not do even if the AVS/CV2 do not match, the error message will be "Card Decline". With an "AVS/CV2 Decline" the transaction initially does get processed and the funds are taken from the card. The reversal for the transaction is also sent immediately, however the bank will take 3 working days to reverse the transaction. As it is the bank that takes 3 working days, there is nothing we can do to speed the process.
What is the difference between a failed transaction and a declined card?
2. A failed transaction is a failed transaction, a "Card Decline" is where the bank have refused to allow the payment to be processed. Most common reason for a "Card Decline" is where there are insufficient funds in the account.
The screen which comes up with AVS/CV2 decline, can the wording be changed on this screen to read something else if the card is declined?
The error message wording is not set by our systems but by UPG systems, and therefore cannot be changed
Can you go through the process for me step by step what happens when someone places on order online and pays through secure hosting, can you tell me exactly what steps it takes to check customers details are correct etc. even if you have to bullet point it just so we’re clear on what happens.
i) The customer enter in their credit card details on the order form in the account and submit to our transaction scripting page.
ii) We check all the required fields are populated, we check the credit card expiry date is valid. "We" do not check the card details directly with the bank.
iii) We send the transaction details to UPG, UPG perform similar detail checks to us, so it is unlikely the transaction will fail here. UPG then send the transaction details to the banks.
iv) The banks check the address and CV2 number, attempt the transaction, if it fails UPG get a "Card Declined" along with the AVS/CV2 response. If it succeeds UPG get the authorisation code and the AVS/CV2 response.
v) UPG check the AVS/CV2 response against the account settings. If the response is ok they send a good transaction response to us. If it is not ok, then issue a reversal to the bank and a failed transaction response to us with the error message "AVS/CV2 Decline", The reversal then takes around 3 working days to be performed by the bank.
Am slightly concerned the fact that if the customer places an order and the order is declined (for whatever reason that maybe), that the payment is still taken from their card, and that it takes 3 days(!) for the payment to return back to their account.
Is this the same process with other PSP's??
Maybe this information maybe of use to others using Secure Hosting.
Firstly, does this take off a credit from our account.
Secondly, do you or Barclays take money off the card even though the transaction is declined, and the screen actually says that card has been declined. Who is UPG?
(when we do a transaction via the pdq machine here and it does not match and the card is declined no money is taken off customers card, it stops there and then and we have to contact customer to gather correct information).
The when the AVS/CV2 check fails online, the transaction is not "declined" it is "reversed", we are simply issued the error message declined, however the error message itself is "AVS/CV2 Decline" if the bank had declined the card, which they will not do even if the AVS/CV2 do not match, the error message will be "Card Decline". With an "AVS/CV2 Decline" the transaction initially does get processed and the funds are taken from the card. The reversal for the transaction is also sent immediately, however the bank will take 3 working days to reverse the transaction. As it is the bank that takes 3 working days, there is nothing we can do to speed the process.
What is the difference between a failed transaction and a declined card?
2. A failed transaction is a failed transaction, a "Card Decline" is where the bank have refused to allow the payment to be processed. Most common reason for a "Card Decline" is where there are insufficient funds in the account.
The screen which comes up with AVS/CV2 decline, can the wording be changed on this screen to read something else if the card is declined?
The error message wording is not set by our systems but by UPG systems, and therefore cannot be changed
Can you go through the process for me step by step what happens when someone places on order online and pays through secure hosting, can you tell me exactly what steps it takes to check customers details are correct etc. even if you have to bullet point it just so we’re clear on what happens.
i) The customer enter in their credit card details on the order form in the account and submit to our transaction scripting page.
ii) We check all the required fields are populated, we check the credit card expiry date is valid. "We" do not check the card details directly with the bank.
iii) We send the transaction details to UPG, UPG perform similar detail checks to us, so it is unlikely the transaction will fail here. UPG then send the transaction details to the banks.
iv) The banks check the address and CV2 number, attempt the transaction, if it fails UPG get a "Card Declined" along with the AVS/CV2 response. If it succeeds UPG get the authorisation code and the AVS/CV2 response.
v) UPG check the AVS/CV2 response against the account settings. If the response is ok they send a good transaction response to us. If it is not ok, then issue a reversal to the bank and a failed transaction response to us with the error message "AVS/CV2 Decline", The reversal then takes around 3 working days to be performed by the bank.