If you are use to look at the transactions list from the "Payments" menu of your PayPlug portal, you may have noticed the presence of "Failed Payments".
When you see a payment failure in your portal, we recommend you to click on the transaction line in order to check the failure reason.
The aim of this feature is to inform you and to enable you to act if you wish to. Thus, you can get aware of your buyers' behaviour and their possible difficulties.
What are the possible failure reasons?
These are the most common payment failures:
| Message | Description |
|
The customer has not tried to pay and left the payment page. |
This is one of the most frequent causes. In this situation, your customer doesn't meet any difficulty but goes back and forth between the payment page and the cart, for example because he is hesitating or checking he hasn't forgotten anything. |
|
The customer's bank could not complete 3DS authentication. |
Your customer wasn't able to enter the 3D secure code sent by his bank, either because he doesn't have his phone number with him or because his bank didn't activate the option on his credit card. |
| The customer's bank declined the payment. | In this situation, this is your customer's bank which is blocking the payment. |
| The card has reached its transaction limit. | Each credit card has a monthly credit limit. Once this amount is reached, the customer won't be able to pay even if there is money on the account, unless he contact his bank to increase it. |
| The payment is suspected to be a fraud (e.g. payment with a stolen card) | The transaction seems suspicious according to the bank's answer, therefore the payment was denied. |
Failed payments are a normal component of a buying process:
Payment failures are part of the web purchasing process. They exist with all the payment solutions, even if most of the time, they are not displayed to the customer.
For a transparency view, PayPlug chose to display them. Our goal is to make available every possible information in order to help you in your activity and this way maximize your conversion rate.
What can I do against payment failure ?
The failed payments must be analized in respect to all transactions, which allows to put things into perspective.
If they are too many we recommend you to consider the following points:
- From the "Payments" menu in your PayPlug portal, click on the failed transaction in order to learn more about the failure cause.
- Check if those failed payments are not from the same customer.
- Check if the failed payment isn't followed a few minutes later by a succeded payment by the same customer. This situation is common. For example, a payment fails because of the 3D-secure because the customer doesn't have his phone with him, once he gets to his phone, he tries again successfully.
- Look at our article on on payment information in order to learn more about and to better apprehend the different possible actions.
In any case, a good solution is to communicate with your customer, as the action to take is on his side.