Why are my customer payments failing and how do I resolve them?
Your customer’s payment may fail due to issues like incorrect billing details, or temporary errors. The reason for the payment failure will be displayed to you in the Payment Details section of each transaction.
Note that Zoho Payments classifies these failures into multiple error categories. You can read more about them below to identify and learn how to resolve the issue.
| Error Category | Description | Solution |
|---|---|---|
| Authentication Failed | The customer did not complete the authentication process, the authentication timed out, or it failed. | Request the customer to complete authentication, such as entering the OTP or CVV, as required by their bank and ensure it’s completed within the allowed time frame. |
| Blocked by Processor | The payment is blocked by the processor due to suspicious or fraudulent activities. | Request the customer to check with their bank and retry the payment. If the issue still persists contact support@zohopay.com. |
| Blocked by Zoho Payments | The payment fails if the amount to be paid does not match the amount to be received, if the payment has been tampered with, or if the URL has been updated. | Request the customer to try again by paying the correct amount. |
| Customer Cancelled or Abandoned | The payment fails if the customer cancels or abandons the payment before completion. | Request the customer to retry the payment if they still wish to proceed. |
| Declined by Issuer | The issuing bank (customer’s bank) declines the transaction for various reasons, such as exceeding the account debit limit or due to suspected fraudulent activity. | Request the customer to contact their bank for the exact reason and retry the payment. |
| Declined for Processing | The payment processor or issuing bank (customer’s bank) declines the transaction due to incorrect payment method details. | Request the customer to provide valid information and try again. If the issue still persists contact support@zohopayments.com. |
| Insufficient Funds | The customer’s bank account does not have enough balance to complete the transaction. | Request the customer to add funds and then make the payment or use an alternative payment method. |
| Network Errors | The payment failed due to connectivity issues, which might have occurred between the payment gateway, payment processor, or issuing bank. | Advise the customer to retry the payment after some time. If the issue still persists contact support@zohopayments.com for assistance. |
| Option Disabled | The payment fails if the payment method the customer wants to use is not enabled in the Payment Method settings. | Request the customer to use a different payment method and if multiple payments fail due to this error, consider enabling the payment method in Zoho Payments. |
| Reversed by Bank | The payment is reversed to the customer’s bank account by the bank. | Request the customer to check with their bank for the exact reason and retry the payment. |
| Other Errors | The payment processor or issuing bank (customer’s bank) declines the payment due to uncategorised errors. | Request your customer to try again. If the issue still persists contact support@zohopayments.com for assistance. |
Insight: If you’d like an in-depth analysis of unsuccessful payments processed through Zoho Payments, you can view the payment failure report. Learn more about the payment failure report.
If you have any queries regarding your payment failures, you can reach out to support@zohopayments.com.
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