Root Cause

• Card restrictions: The card is not allowed for certain transaction types (e.g., online, international, or recurring).

• Issuer policy: The bank's internal rules prevent the transaction, sometimes without disclosing the reason.

• Account issues: The customer's account may have temporary holds, insufficient privileges, or security-related blocks.

• Expired or inactive card: The card has expired or is no longer active for use.

Troubleshooting and Solutions

• Inform the customer that their bank is declining the transaction for unspecified reasons.

• Ask the customer to:

  • Contact their bank for details regarding the decline.

  • Use an alternative payment method if the issue cannot be resolved immediately.

• Internally:

  • Avoid retrying the transaction automatically without customer confirmation.

  • Provide support agents with a script or predefined message to assist affected customers effectively.