To understand the reason for a declined payment:
- Sign in to the Merchant Back Office.
- Go to the Management > Transactions menu.
- Search for and double-click the declined transaction.
- Look for the Status field in the Transaction Lifecycle section. There are three possible scenarios:
- Refused: The refusal is related to the authorization request; the buyer's bank declined the payment and returned an error code.
- Refused (Reason for decline: Authentication): The refusal is related to the buyer’s authentication performed on their bank’s authentication server.
- Refused (Reason for decline: Risk management): The refusal is related to the risk management module you configured in the Merchant Back Office.
The different scenarios are described below: