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When you use an online payment gateway to process credit card payments, orders can sometimes decline due to a variety of different reasons. Fortunately, your Shift4Shop store records the various responses that come from your payment gateway and places them on the order for your review. This article includes information on how to look up this information for orders placed via Shift4 Payments, or other third party processors.
Shift4 Payments Orders
If you are using Shift4Payments to process credit cards on your store, we offer in-depth response codes to help you easily identify why a payment was declined. To locate:
From your Shift4Shop Online Store Manager:
- Go to Orders to view your store's orders
- Then, click on the "Not Completed" tab found along the top
- Go to the far right of the order and click on its "Action >View" button
- Scroll all the way down to the bottom of the order and look for the "Transactions" section.
- Click on the "Action" wheel to the right of the declined transaction, and select "Transaction Details"
- In the window that displays, you will see a reference number, details, reason code, and a reason description for the decline.
These details will include the reason why the transaction itself was declined. In the event you need further assistance, you can contact our team directly for further information.
Third Party Payment Processors
In the event you are using a third party payment processor, we will record any responses that is provided by the gateway itself. This will provide you with information you can use to contact them directly for assistance if needed. To locate:
From your Shift4Shop Online Store Manager:
- Go to Orders to view your store's orders
- Then, click on the "Not Completed" tab found along the top
- Go to the far right of the order and click on its "Action >View" button
- Scroll all the way down to the bottom of the order and look for the "Order Comments" section.
This section will only display if there was an actual response from the gateway
- View the Response given which will appear directly below the "Internal Comments' section.
- Contact your payment gateway with the response given to see why the decline may be happening.
Note:
Different gateways format their response messages in different ways. Some may be fairly straightforward and easy to understand, while others may be returned as a series of numbers and markings which only make sense to the gateway service itself.
It is important to understand that the gateway error messages are usually coming directly from the payment gateway itself and not from your Shift4Shop store. Therefore, before contacting Shift4Shop's support team in regards to a declined order, please be sure to contact your payment gateway provider first and help determine what the error message means.
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