topic Re: Help with Diagnosing Problem with Denied Transactions in Integration and Testing

Help with Diagnosing Problem with Denied Transactions

chriscastellani — Mon, 24 Jun 2019 20:26:55 GMT

Hello, Authorize.net Support suggested I post to this forum, since they were unable to figure out the root problem. We supplied Authorize.Net with a response string that didn't yield any answers.

Basically, We're using Magento 2.2.8 and we should have the most up-to-date Authorize.Net.

Our customers are getting multiple failed attempts at placing CC orders. During our testing, we used all our own credit cards and it tests fine. For our customers, we have more failed attempts than successful. We can't figure if the problem replies in our cart. We hope our customers know how to input the correct credit card data, but it seems to be persisistant. One or two can be common, but we've had dozen of failed transactions.

Has anybody else had the same problems and how did you fix/address?

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Mon, 24 Jun 2019 20:29:48 GMT

@chriscastellani

We need a little more info to help you. "Most up-to-date Authorize.net" means you use which integration? You use SIM/DPM/AIM/API, etc. And what errors are you getting? What is the error message or are the error messages? This may be a bigger issue than can be solved on a forum like this.

Re: Help with Diagnosing Problem with Denied Transactions

chriscastellani — Tue, 25 Jun 2019 14:08:38 GMT

We use API.

I tried posting the response string here, but looks like it won't post. Any ideas? Is there specific area for the string I can post here?

The error the customer was getting was something along the lines of...

“There was a problem processing your order. Please try again.”

Re: Help with Diagnosing Problem with Denied Transactions

RichardH — Tue, 25 Jun 2019 14:49:12 GMT

Hello @chriscastellani

Use the { i } icon on the toolbar to insert code.

Richard

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Tue, 25 Jun 2019 15:33:24 GMT

@chriscastellani

To be clear, you are saying that you run your own credit cards to test, and it works fine. Then, without changing anything, you put your site online and your customers cannot pay and get the error message you mentioned?

"Tests" can mean different things. You can be testing your app in a live, real money environment using your own credit card, or you can be using a test mode where no real money is charged. Further there is test mode for a production account and there is test mode for a sandbox account. We need to get really clear on what you are doing.

Re: Help with Diagnosing Problem with Denied Transactions

chriscastellani — Tue, 25 Jun 2019 16:14:46 GMT

Tests are on our live site using our personal credit cards, not in sandbox. So when our customers try using their cards, the majority have been unsuccessful.

Tried using the {i} to paste response report, but still won't take.

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Tue, 25 Jun 2019 17:36:59 GMT

@chriscastellani

Have you checked your antifraud settings in the merchant inferface? Also try checking your interface for any transactions. Sometimes the errors will show up in the transaction lists if there is an issue with the merchant services provider.

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Tue, 25 Jun 2019 17:37:40 GMT

And you can take a screenshot of the error message and post a link using an image hosting site.

Re: Help with Diagnosing Problem with Denied Transactions

chriscastellani — Tue, 25 Jun 2019 17:45:11 GMT

Here's a link

http://marketing.nourison.com/documents/authorize-error.txt

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Tue, 25 Jun 2019 20:38:41 GMT

@chriscastellani

Your issue looks to be this-

'city' => XXXX',
'state' => 'XXXX',
'zip' => 'XXXX',
'country' => 'US',
'phoneNumber' => 'XXXXX'

I am not sure how versed you are in programming, but 'city', 'state', etc. in this are part of an array. The values XXXX are also part. 'city', 'state' are called keys and the items after => are called values. In the transaction that failed, your syntax for the value tied to city is off. It should be

'city'=>'XXXX',

But instead is

'city' => XXXX',

You are missing a single quote. Do you know why this may be? Did you copy and paste this request and response verbatim or is it possible you somehow omitted the single quote?

Re: Help with Diagnosing Problem with Denied Transactions

chriscastellani — Tue, 25 Jun 2019 20:52:46 GMT

I took out the customer's information and might have taken out some quotes in the process.

Re: Help with Diagnosing Problem with Denied Transactions

RichardH — Tue, 25 Jun 2019 22:28:02 GMT

@chriscastellani

Your response shows one successful and one declined transaction with a response code of 2, declined by cardholder's bank. That is all the detail we get at the gateway from the processing network.

If the customer feels it should have processed, they will need to contact their bank and inquire about why it was declined.

Richard

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Tue, 25 Jun 2019 22:55:19 GMT

@chriscastellani

I figured that much.

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Wed, 26 Jun 2019 15:36:30 GMT

@RichardH

@chriscastellani has a strange issue where merchant initiated transactions are successful and customer initiated transactions in the same live environment systematically fail. I think there is something else going on here, regardless of the reason of the decline of the transaction in that .txt file.

@chriscastellani

Is the successful transaction you posted a transaction you ran? Or is that a customer initiated transaction? Your error message says that the failed transaction was rejected by the payment gateway. I would contact your merchant services provider. There aren’t many ways that what you experience makes sense at all. The one that sticks out to me is that there is some sort of setting on your account. I am wondering if your merchant services provider hasn’t placed some sort of limitation on your account.

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Wed, 03 Jul 2019 11:16:25 GMT

@chriscastellani

Were you able to resolve the issue? If so can you mark this topic as solved?

Re: Help with Diagnosing Problem with Denied Transactions

chriscastellani — Wed, 03 Jul 2019 12:55:26 GMT

We haven't been able to solve the issue. What settings should we be looking at?

Re: Help with Diagnosing Problem with Denied Transactions

Renaissance — Wed, 03 Jul 2019 18:02:56 GMT

@chriscastellani

You went through the merchant services with your bank? Typically they will be involved in the setup. It may be something that you don’t have access to or wouldn’t be able to guess at. Have you been able to verify with any of the customers getting this error that their cards do in fact have funds? I would call your merchant services and see what insights they may have. The specific rep responsible for setting up your account would be best. See if they have any records of these transactions being attempted.

The “Gateway Refused Transaction” is odd. And that your customers often get “an error occurred during processing” is another giveaway that something funny is going on, I think. I’ve ran well over 1,000 test transactions, and I when you get that message it is always something funny. It will be sometimes programming errors, using the wrong post url, and one friend from here I did some programming work for had his client verify with their MSP and they were the issue.

Another possibility is that you do not have your http addresses redirected to https. The form won’t load correctly and work if it’s called from an http address. It may be that you are entering https:// on your browser (or you have in the past and it autocompletes) and your affected customers are using an http address. The issue you describe makes it sound like there is something specific to you that is right that is wrong for your customers. It could be a daily transaction limit imposed by your MSP for some reason, the secure url you enter and that they do not, they for some reason let their browser sit idle for 20 minutes and their payment token expires,....

There are not many valid reasons that your transactions should go through and your customers systematically fail.

Re: Help with Diagnosing Problem with Denied Transactions

ahs333 — Sun, 21 Feb 2021 00:47:45 GMT

I took your advise and simply setup a Card Present account and am nevertheless getting the equal error message. Transactions of this market kind cannot be processed on this device.