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Understanding Transaction Failures: Resolving Soft and Hard Declines

When making online purchases, transactions may occasionally fail. These failures can be classified into two categories: soft declines and hard declines. Understanding the difference between these categories is crucial for resolving the issue and completing your transaction successfully.

Soft Declines: Retryable Transactions

Soft declines indicate a temporary issue preventing the transaction from processing. Common causes include:

• Insufficient funds in the customer’s account
• Incorrect payment information (e.g., expired card, invalid CVV)
• Connectivity or network issues

Retryable soft declines can often be resolved by attempting the transaction again. However, it’s advisable to limit retries to a maximum of 2 or 3 to prevent unnecessary fees or blocking of the transaction.

Hard Declines: Non-Retryable Transactions

Hard declines, on the other hand, stem from more serious issues that cannot be resolved by simply retrying. These issues typically involve:

• Security issues (e.g., suspected fraud, account compromised)
• Merchant-specific restrictions (e.g., declined by the business due to specific purchase criteria)
• Card blocking (e.g., due to multiple failed attempts or suspicious activity)

Hard declines require further investigation and action to resolve. It’s essential to contact the card issuer or the merchant to determine the specific reason for the decline and find a suitable solution.

Steps to Resolve Transaction Failures

1. Check for Soft Declines: Attempt the transaction again 2 or 3 times. If successful, the issue was likely temporary.

2. Contact the Card Issuer: If multiple retries fail, contact the card issuer to report the decline and request assistance.

3. Contact the Merchant: If the card issuer confirms a hard decline, reach out to the merchant to inquire about any specific restrictions or reasons for the decline.

4. Review Account Details: Ensure that the payment details are accurate and up-to-date.

5. Monitor for Fraud: Be vigilant against phishing scams or unauthorized account activity. Report any suspicious activity immediately.

6. Consider Alternative Payment Methods: If the issue cannot be resolved, explore alternative payment options, such as a linked bank account or a different credit card.

Understanding the different types of transaction failures and the appropriate steps to resolve them can help minimize the inconvenience and ensure a smooth payment experience.