My customer spoke with their bank and everything is fine with the account. Why is the charge declining?

This may be due to card brand rules regarding the number of times a merchant can retry a card that is declining before that card is blocked for the merchant for a period of time.

The card brands (Visa, MasterCard, American Express etc.) all have their own rules as to how many subsequent declines a merchant can have for any given card before that merchant should be blocked from using that card again for a period of time. This is to prevent fraud.

Each payment gateway enforces these rules a little differently, but in general, if you have 10 or more subsequent declines in a 30 day period, the card will be blocked for your merchant account until 30 days have passed with no declines.

You may also be blocked if you have too many retries in a single day, this could be a low number, for instance 4 times in a few minutes may raise a block.  

Benji Pays does not control these blocks and can not unblock your merchant account.  You can contact your merchant account provider (Moneris, Elavon etc.) and ask them to help, but they may not be able to remove the block.

Benji Pays automatically disables payment profiles after you reach 8 subsequent declines.

You may still attempt that card, however note that you may cause it to be blocked.  

If you are getting many subsequent blocks, ask your customer for a new card, or wait a few days before retrying before re-enabling the card for auto processing.

Here are some examples of the difference between a Moneris transaction declined by the card holders bank, vs one declined by Moneris Velocity Control Fraud Protection.  You may see similar differences in these transactions in other gateways.

In Benji Pays

In the Moneris Gateway