Common Payment Issues

How to fix common payment issues Billing Address: Should never contain the customer’s name. Should be the same address as the card is registered to. If the customer is struggling, they should enter the address as it appears on their bank statement. It is helpful to put the address into Google Maps to check formatting/spelling and whether it is likely to be the address the card is registered to. White Box: Usually means customer’s bank is Crédit Immobilier et Hôtelier (CIH) Inform them that their bank has issues processing 3D Secure 2.0 transactions and we are working with our payment processor to resolve this. Recommend they use a card from another issuer where possible Multiple Attempts: Customer should not attempt to resolve payment issues via trial and error This behaviour results in the transaction being flagged as a high fraud risk If the customer has made multiple attempts, advise a cooling off period of 1 day. You should make the payment on behalf of the customer wherever possible making sure the details are entered correctly. TRX failed fraud screening: The transaction has been flagged as high risk Often because of multiple attempts being made Please let the Business Information team know as they may be able to provide more information.