When customers are paying for products and services online they will inevitably encounter some issues completing their payments. This could be for any number of reasons but we have compiled a list of the most common issues to assist with troubleshooting your customer's payment issues.
Card Expired - The card expiry date has elapsed.
Ask the customer to check that their card has not expired.
Insufficient Funds - The card has been declined due to insufficient funds.
Ask the customer to check that they have sufficient funds in their account to cover the voucher purchase.
Incorrect Card Information - The buyer has provided incorrect card information such as the wrong cardholder name, card number, expiry date, issue number or CVV/CVC.
Ask the customer to double-check the card information they are providing and try again.
Card usage area limitations - The card issuer may have restricted transactions in certain geographical locations.
Ask the customer to verify this issue with their bank and ask them to approve any payments made to your company.
Reported Lost/Stolen - The card might have been reported lost or stolen
Ask the customer to verify this issue with their bank and try an alternative payment method.
Suspicious/fraudulent payment - The card issuing bank or the payment processor may have flagged this transaction as suspicious or fraudulent.
Ask the customer to verify this issue with their bank and ask them to approve any payments made to your company.
Closing the payment window prematurely - The majority of our supported payment processors use a hosted payment page to process customers' sensitive information, this is to ensure that customers' data is kept safe and secure during the transaction as the payment page is hosted by the payment processor directly. In some cases, this window is closed prematurely and the payment has not been completed.
Ask the customer to retry the payment and refrain from closing or refreshing their browser until the payment has been completed successfully.
Technical Issue - This can happen when the payment processor is not responding to the payment request, it's common in these instances to be presented with an error such as “The transaction cannot be processed at this time, please try again later”.
Ask the customer to retry payment at a later date, if the issues continue please capture the customer's information as detailed below and contact VoucherCart support for further assistance.
Internet Connection Issues - Internet connections can become unstable, intermittent or slow causing issues taking payment.
Ask the customer to check their internet connection and try again.
If you are unable to resolve the payment issue with your customer then please speak to our support team via chat or call us at +44 (0) 131 608 0111. You can also contact us by email at help@vouchercart.com
In order to assist with your enquiry as quickly and efficiently as possible please provide us with the following information as complete as possible:
Buyers name
Buyer email address
Date and time of the purchase attempt (including timezone)
Vouchers associated with the order
Any error messages displayed