Declines

Last updated 8 months ago

How do card declines work on Moov's platform?

When a card is declined, it's typically due to fraud prevention measures, typos, or insufficient funds.

A soft decline is where an action must be taken before retrying a card. This typically involves double checking all card information is entered correctly, or having the customer contact the issuer.

A hard decline means you cannot retry the transaction with the same card.

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What should I do if a transaction gets declined?

You may receive a generic or detailed decline code. Below are some scenarios you may come across if you receive decline details from your payment facilitator.

Decline scenarios where you can double check for typos:

• PIN is declined
• CVV verification failed
• Card number is invalid
• Declined due to expiration date
• Declined due to invalid transaction amount
• Generic "processing error" decline code

Decline scenarios where contacting the issuer is typically required to retry with the same card:

• Card limit exceeded
• The card has not been properly activated
• Generic "call issuer" decline code

Decline scenarios in which you should not retry with the same card:

• Do not honor
• Insufficient funds
• Invalid transaction
• Invalid merchant
• Card reported as lost or stolen
• Suspected fraud

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