Make Sure You Are Not Re-Trying an Invalid Card Too Many Times

We recommend that you check the payment in Zuora to see how many times the same payment method has been retried for payment and failed. If there have been several retries, check the error messages from the beginning with the first failure and the more recent failures to determine if the error message is the same. If a merchant tries to process a payment against the same credit card too many times despite receiving errors, this could trigger warnings to the card issuing bank. The card issuing bank may place an alert on the account and not allow any further transactions from the merchant using that payment method. When a mechant has been flagged, the error received on the payment may be not state the reason why, instead it might be a generic error such as 12--Declined or 1000-Generic Processor Error: 1000-Internal Error. In this case, the merchant (Zuora customer) should work with their merchant acquirer/processor to see if they can identify the problem with the payment method. If the processor does not know, then the merchant and/or the card holder can try calling their card issuing bank to look into the issue.

General 12: Declined Errors

General credit card decline errors from PayPal may have a Response Reason Code "12" and Response Reason Text "Declined." Search for this error in PayPal's MTS (Merchant Technical Support) Center and you will find that this error may occur for a number of reasons including:

• Invalid amount (only payments 99999.99 and below can be processed as a single payment transaction). For certain types of credit cards (American Express, Discover), the transaction amount must be greater than $1.

• Amount exceeds available funds, may need a voice authorization from the bank to proceed.

• The transaction was declined by the card issuing bank. PayPal only returns the response, and the actual approval or decline comes from the bank.

• If its a newly activated credit card account, the card networks have not been updated yet. You can retry the payment at a later time.

• Issues with the expiration date (invalid format, expired, or not matching).

• Card security code (also known as CVN, CVV, CVV2, the 3 or 4 digit security code on the back of a credit card) does not match.

• A real credit card is being used for transaction sent to the test server.

If you have followed the troubleshooting steps above and cannot determine the root cause of the error, you may need to have the card holder contact their bank for more information. Meanwhile, you can request an alternative form of payment from the end customer.

Response Code 12: Declined: 15005-This transaction cannot be processed.

You may receive an error response code 12 -- Declined that contains a response message which may or may not clarify the reason for the decline. We always recommend you check the credit card number, expiration date, and transaction information to make sure they were entered correctly. If this does not resolve the problem, have the customer call their card issuing bank to resolve.

PayPal support has said that the 15005 response code means that the transaction was declined by the cardholder's issuing bank. The card holder will have to call his or her card issuer for further information, as banking privacy regulations prevent the issuer from sharing the decline reason with PayPal. The recommended handling path for this error is to inform the card holder (end customer) that the transaction has been declined, and that he or she should contact his or her credit card issuer for details on the reason the transaction was declined. Additionally, request from the end customer an alternative form of payment.

Frequency of General Declines

General declines are fairly common, but a high rate of decline with this error is worth investigating further with your payment gateway and processor to rule out any issues with your merchant account. If you notice the declines happening with a specific card issuing bank, you may want to contact that bank to find out more information.

Limited Free Trials and Credit Card Declines

If your company offers a limited free trial where you obtain and authorize credit cards in advance, but charge for payment on a future date (such as tomorrow, a week, or a month later) there's a risk that the credit card may no longer be valid when the future payment is collected (in gateway terminology, this is sometimes referred to as capturing a payment). The status/validity of a credit card can change easily and frequently. A customer's credit card can have sufficient funds today, but the customer makes a large purchase tomorrow that results in their account being low in funds. If you happen to charge their card when their account has insufficient funds, you will get a credit card decline. The same customer can pay off their credit card debt tomorrow, and their card will once again be valid with sufficient funds. For this reason, we recommend configuring your payment retry rules to retry credit cards (for example, you can retry a card once every 24 hours, up to a maximum of 3 attempts).There are many benefits to offering limited free trials , but its important to understand how a credit card can be valid one day and be declined the next. Again, if you feel these types of declines are occurring at a high rate, please contact your payment gateway and processor immediately to investigate the issue.

26: Invalid Vendor Account (Error with Credentials)

If you are receiving a Response Code: 26 and Response Reason Text: Invalid vendor account, then the payment gateway user-id/password information is incorrect. Make sure you are using your Payflow credentials when configuring your payment gateway in Zuora (see above section on Credentials for more information).

<h4">1000: Generic processor error: 10001-Internal Error

On some occasions, this error could be due to a problem with the funding source used; this funding source could be a credit card or a bank account linked to a PayPal account if PayPal is the payment method. If you have retried the payment more than once and received the same error message, the recommended handling path for this error is to inform the card holder (end customer) that the transaction has been declined, and that he or she should contact his or her credit card issuer for details on the reason the transaction was declined. Additionally, request from the end customer an alternative form of payment.

Other possible reasons for 10001 Errors:

• There was a PayPal Maintenance downtime when the payment transaction was submitted. Check here to see for maintenance notices: https://www.x.com/node/304976 . The contact person listed on your merchant account should also be receiving notifications from PayPal of any planned maintenance.

• The card failed the CVV check at least six times within a 30 day period.

• The billing country does not match the billing country on record for the card holder.

• The state name was not passed using the correct state abbreviation.