The buyer's authentication on their bank's page failed, Scellius is never at fault in this case.
To find out why it failed:
- Sign in to the Merchant Back Office.
- Go to the Management > Transactions menu.
- Search for and double-click the declined transaction.
- Look for Authorization Return in the Authorization section.
- This code depends on the payment method used and the corresponding network.If the error code is highlighted, click the link for more details.
The buyer should contact their bank if they would like more information about the reason for the refusal.
The merchant can provide the buyer with transaction details (error code, date, transaction time, etc.).
Before taking any action, remember to check that the buyer has not made another successful payment attempt with another payment method that meets your acceptance criteria. Simply check the Multiple attempts tab.