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gateway

gateway.transaction_processing.refer_to_customer

The payment failed and we don't have detailed information regarding the cause of this failure. Your customer's bank didn't provide a reason code. We recommend that you reach out directly to your customer for additional information.

Recommended Customer Message

The payment couldn't be completed. Please try a different payment method or contact your bank for more information

Root Cause

  • Insufficient information from the issuer: The customer's bank did not provide a detailed decline reason.

  • Additional verification required: The customer may need to approve or authenticate the transaction.

  • Account-specific issues: Issues such as holds, restrictions, or blocks on the customer's account that are not disclosed in the gateway response.

Troubleshooting and Solutions

  • Inform the customer that their payment requires additional action to complete.

  • Ask the customer to:

    • Contact their bank for more information about the payment failure.

    • Confirm if any security holds, verification steps, or card restrictions need to be resolved.

  • Retry the payment after the customer addresses any issues with their bank.

  • Provide alternative payment options if the problem persists.