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Subscription declined by bank

matt633matt633 Member
in Bugs & Feature Requests edited March 2014
We have a several clients running subscriptions - some are recurring donations, some are memberships. All of them are experiencing an issue where the customer checks out, foxycart starts the subscription, but then the transaction is declined. The subscription keeps going indefinitely, declining every time.

Do you have any experience with this? We know that one of the declined cards is a debit card. That could be the deciding factor, but we aren't sure. I will whisper one of the urls.
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Comments
  • fc_adamfc_adam FoxyCart Team
    @matt633,

    If you could whisper us your store and some specific transaction/subscription details - we'll be happy to take a look.
  • @fc_adam,

    You'll see the failed transactions under "subscriptions". It should be pretty clear at first glance.
  • fc_adamfc_adam FoxyCart Team
    @matt633,

    So subscriptions should only be starting if the first initial transaction completes successfully - so it's not that the subscription is started but payment isn't taken. Rather the subscription is working correctly but at a future point the credit card payment fails on renewal for some reason. The reason for the failure is included in the message on the subscription page, and looking across the stores you whispered a lot look to be hitting the 'error code 2' type error. Unfortunately that is quite a generic error, but you can see further details on it here: http://wiki.foxycart.com/primer/errors

    Some other errors relate to the credit card expiring or something like that - so require some action from the customer to update their credit card.

    So these types of errors can be actioned a few ways. If the error is a soft error - in that it's a temporary error - the merchant can try the transaction again on behalf of the customer by using our Unified Order Entry feature. More details under the 'subtoken' section on this page: http://wiki.foxycart.com/static/redirect/subscriptions

    If it failed again, you may need to get in touch with the customer directly to ask them if they're aware of any problems with their payment card, and ask them to get in touch with their bank.

    If it's a hard error that requires the user to do something - such as update their address or credit card - you can send them to the checkout with the subtoken URL which will load in their subscription automatically. You can find details on doing that in the subtoken section I mentioned above as well. You could also do that on their behalf if they're providing their updated information over the phone for example - using the UOE option I mentioned above.

    Finally - it's also possible to automate this to an extent using our subscription webhook. This sends out a daily report to an endpoint on your server detailing any subs that have a past due amount (so they've failed to process a renewal), if they've just ended, or if the payment card is about to expire. You could then send alerts to the store adminstrators to let them know that these subs need to be actioned - or you could automatically email the customer directly with steps that can undertake to make adjustments. More details on that here: http://wiki.foxycart.com/static/redirect/subscription_datafeed
  • Hi @fc_adam,

    Thank you for the info - we will likely end up using the webhooks to create custom notification emails. We still can't understand why transactions would be declined after initial approval, but it's looking more and more like this is a debit card and bank issue.
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