Home Forums Stripe Commissions & Gateway Support Cards always declined for one Vendor

NOTICE: We've Moved to a Ticket System for Support

As of August 31, 2017 (12am EST) our support forums will be retired (read-only), and we will be moving to a support ticket system.  This will allow us to better organize and answer support requests, and provide a more personalized experience as we assist our customers.

For the time being, we will leave our forums open for reading and learning while we work on creating a more robust Knowledge Base for everyone to use.

If you are a WC Vendors Pro customer please open a support ticket here. 

If you are a WC Vendors user please open a support ticket on the Wordpress.org forums.

The information on this forum is outdated and in most instances no longer relevant. Please be sure to check our documentation for the most up to date information.

https://docs.wcvendors.com/

Thank you to all of our customers!

 

Viewing 8 posts - 1 through 8 (of 8 total)
  • Author
    Posts
  • #33971
    Karen Thomas
    Participant

    Hi both,

    Have you had this issue come up before?

    Customers are unable to buy from one vendor by card even though the same customers have been able to purchase other items from other vendors using the same card on the site before (and since then).

    Card is always declined for this one vendor, no matter what card is used. I’ve also tested with my card and get declined.

    I’ve asked the vendor to disconnect from stripe and they have even reconnected using a different account. The first account was based in Ireland so we thought it might be that, but she’s now connected to a UK account instead and the same issue.

    Any ideas, I’ve contacted Stripe and they have given both myself and the vendor a generic response as to why cards are declined:

    ‘There could be several reasons for a charge to be declined. Everything from the customer accidentally entering the wrong CVC or Zip code, to their bank declining it because the charge doesn’t match their normal spending habits. You can find more information on why charges get declined, as well as some tips on how to reduce declines here:

    https://support.stripe.com/questions/why-was-a-customers-charge-declined

    Banks don’t typically share the reasons for declines with us. The customer can get more detailed information from their bank as to why they were declined. That being said, we’d be happy to look into the specific reason for the declines. If you could have the account owner write to us while logged into their account (this will be the only way we can share details), then we’ll be able to discuss the declines with them personally.’

    As an aside in my Stripe dashboard under Connected accounts it still has the vendors old account connected and the new one hasn’t appeared yet.

    Many thanks,

    Karen

    #33972
    WC Vendors Support
    Participant

    There could be several reasons for a charge to be declined. Everything from the customer accidentally entering the wrong CVC or Zip code, to their bank declining it because the charge doesn’t match their normal spending habits

    Yup, that’s the correct answer. The only way to know why a card is declining is for the customer to call the bank that issued the credit/debit card. WC Vendors doesnt care if it approves or declines, we just do what Stripe says and update the order accordingly.

    #33974
    Karen Thomas
    Participant

    But the same customers using the same cards are NOT being declined when ordering from other Vendors on my site (both before being declined and after)

    So it’s nothing to do with the card in this case. I have tested this too and can quite happily buy from any other Vendor on my site but not this one vendor – card is declined every time :/

    #33976
    WC Vendors Support
    Participant

    Is it your card? Did you call your bank and ask them why it declined?

    #33981
    Karen Thomas
    Participant

    Hiya,

    None of us have contacted our bank as we are able to purchase other items from other vendors on the site using our cards.

    It’s my card and 2 other customers cards. They have all worked and continue to work when buying from other vendors using the same cards. It’s really bizarre why they are being declined just when buying from this particular vendor. The only difference is this vendor is based in Ireland but Stripe supports Ireland from everything I have read.

    Thanks

    #34076
    WC Vendors Support
    Participant

    Well someone needs to call the bank. WC Vendors doesnt care if it’s approved or denied, we just take what Stripe says and do what they say to do with it. Only the customers bank can tell them why it declined. And only Stripe can assist in any other stripe messages such as this, we have no control over it. Nothing that we do in the plugin impacts approvals or denials of credit/debit cards at all. It’s all Stripe and the customers card issuing bank.

    #34142
    Karen Thomas
    Participant

    Yes didn’t expect u guys to fix it but wondered if anyone else had this problem for Ireland Vendors. I’ve responded to Stripe again so hopefully they’ll be able to resolve it

    #34610
    Karen Thomas
    Participant

    Just an update, Stripe admitted it was a fault their end. My Vendor created a new Stripe account and connected to that before Stripe fixed it though. Payments to the Vendor are going through fine now 🙂

Viewing 8 posts - 1 through 8 (of 8 total)
  • The forum ‘Stripe Commissions & Gateway Support’ is closed to new topics and replies.