In case of card transaction issues or rejections, it is helpful to understand the reason for a particular rejection. While the API is being expanded to provide such information, the second line customer support commits to respond to card transaction status requests within 30 min during business hours. Handling the Customer’s inquiry is then on the first line of support, with the help of the explanatory table below.
Rejection Reason | Description |
Insufficient funds | Cardholder’s account balance is lower than requested amount, advise using another payment method or top up the card. |
Timeout | Timeout has happened during the transaction flow. Advise the customer to try again. |
Technical error | Submit a ticket to the second line customer support to investigate the error, provide Trace ID. |
Inappropriate card status | Card status is not Active. Use the API to understand what’s wrong, then either advise the Customer or submit a ticket to the second line customer support. |
Inappropriate cardholder status | Cardholder status is not Active. Use the API to understand what’s wrong, then either advise the Customer or submit a ticket to the second line customer support. |
Exceeds limits | One of the daily/weekly/monthly limits has been exceeded. Communicate current limits to the Customer. |
Clearing error | Such transactions are declined, but the system automatically handles them. Typically, a new transaction with a new Trace ID is created. |
Generic decline | Generic decline can happen when one of the participating technical providers does not expose the rejection reason. First, advise the Customer to try again. If that doesn’t help and the reason for a decline is not clear, submit a ticket to the second line customer support. |