Users who are having trouble making a payment

Created by Amanda Denheyer, Modified on Wed, 26 Feb at 5:30 PM by Amanda Denheyer

Decline Codes
1. If a user is declined with a reason code of "Do Not Honor," Insufficient Funds," or CVV mismatch, send %bank%
2. If a user is declined with a reason code indicating that the service or transaction is not permitted by the merchant, we will send %serv%
3. If a user says they are having trouble using a prepaid card or you see "Invalid Trans" for the reason code, send %ppfail%
4. If a user is declined for "Pickup Card-Fraud" we will want to investigate the account for potential billing fraud. If it looks okay, you can send %serv%
5. If a user is Scrub Declined, this means that there is a block in InovioPay. This could be due to fraud or chargeback. We will investigate, clear the holds on Inovio, reinstate the account and let the user know they should be able to make a purchase now.
6. If a user is declined on GooglePlay, we will be unable to research the issue further. %gpas%
7. Errors
  1. Multiple Declined Attempts- this hold will last 24 hours. You might notice this error on an account's first payment. This is because the block is on the card, so the user likely used the payment method on another account prior to this and it was declined. You can send %24bank% for these.
  2. If payment is kount declined, it will often result in an error status. This means the payment was unsuccessful. Proceed with Kount case procedures
8. Pending payments can be treated as declined payments as they will likely not ever go through successfully.
9. Members from India have been having trouble making payments on the site. They seem to have success with GooglePlay or Prepaid cards but if something comes up in cases you would send %serv%

GooglePlay Upgrades

We have an ongoing issue where users are paying for memberships on GooglePlay but the transaction is not hitting Use2Pay. In order to locate the transaction, we require a GPA transaction number (looks like GPA.1234-5678-9123-45678).

If the user has not provided the GPA number, you will send %nosoup%
1. Once we have the GPA number, you will want to look it up in the GooglePlay Console to check on the payment status
  1. If the status is approved:
    1. Go to the Account Billing tab in Admin
    2. Enter the transaction information under Account Upgrades.
    3. Post the GPA number and account link in the u2p-google-payments-not-upgraded Slack channel
    4. Send %nosoup2%
  2. If the status is refunded or canceled:
    1. Send %gparef%