Card Decline Testing Issue

  • Keith

    (@keithrolly)


    7 months, 1 week ago

    I am testing card declines and I am finding that the system does not appear to handle it very well. As an example:

    I am using a card with the code of CCREJECT-LS. This creates an error response (According to PayPal) which contains the message:

    LOST_OR_STOLEN. Try using another card. Do not retry the same card.

    However, trying this, and other test errors, the only thing that happens is I get a red error warning at the top of the page stating: Could not capture the PayPal order.

    This is of no use or value to the customer to guide them to fix the issue that is causing the decline. Can you advise if this can be rectified please or if I am missing something?

    I also get no notification at the admin side to say an attempt was made but failed, which would allow us to notify potentially contact the customer and rectify the issue after the event.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    7 months, 1 week ago

    Hello @keithrolly

    You are right with your observations. Currently, the plugin’s handling of failed payments is quite limited in terms of exposing specific decline reasons to the customer. Built-in class translates some known PayPal error codes into user-friendly messages, but it only covers a subset of errors, for example:

    • PAYMENT_DENIED → PayPal rejected the payment. Please reach out to the PayPal support for more information.
    • TRANSACTION_REFUSED → The transaction has been refused by the payment processor.
    • PAYER_CANNOT_PAY → There was a problem processing this transaction.
      …and a few others.

    However, LOST_OR_STOLEN, EXPIRED_CARD, or CCREJECT-* codes are not currently mapped or passed through to the frontend. So, they fall back to a generic message.

    I also get no notification at the admin side to say an attempt was made but failed, which would allow us to notify potentially contact the customer and rectify the issue after the event.

    As for the admin notification: since no order is created for hard failures at the authorization or capture stage, there’s also no record in WooCommerce that would trigger any backend notification. These types of declines happen too early in the flow for WooCommerce’s status or email hooks to pick up.

    I’ll bring it up internally and see what we can do to improve it.

    Kind Regards,
    Krystian

    Thread Starter Keith

    (@keithrolly)

    7 months, 1 week ago

    Thanks for responding.

    I think it is quite a critical point that customers know what is happening with their payment. If they have no feedback it puts them off purchasing as they have no answer as to what is going on. They may therefore go to buy the products elsewhere, which may give them the answers for them to fix the issue. It’s poor business in reality to not offer the information to the consumer as web stores are trying to capture as much business as possible. Information is critical.

Viewing 2 replies - 1 through 2 (of 2 total)

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