What to Tell a Customer After a Card Decline
When a card is declined, tell the customer one clear next step instead of only "failed". For a soft decline, which is temporary, suggest trying again later or with another method. For a hard decline, which will not change, ask for another card. Keep the raw decline code in your own records and out of the customer's view.
- Soft decline: a temporary refusal, so a later retry may work.
- Hard decline: a permanent refusal, so retrying the same card will not help.
- Show one next step: try again later, or use another card or payment method.
This guide is the written companion to our short video on the same topic.
Why is "payment failed" not enough?
A message that only says "failed" gives the customer no direction. They may retry the same card several times, assume your site is broken, or leave without paying. Each of those costs you a sale that a clearer message could have kept.
A good decline message answers one question: what should I do now? Everything else on the screen is secondary.
What does the decline code tell you?
When a card payment is declined, the customer's bank sends back a short decline code with the refusal. It says why the payment was refused, for example a temporary hold or a card that is no longer valid. Your payment provider passes it on, and the codes differ between providers and banks, so check your provider's documentation.
Our guide on why a card payment gets declined explains the difference between a soft and a hard decline in more detail. For how a payment travels to the bank in the first place, see how a card payment moves.
What should you say after a soft decline?
A soft decline is temporary, so a retry may work. Say that the payment did not go through this time and that trying again later, or with another card or payment method, may work. Keep the tone calm and do not blame the customer.
Do not encourage many quick retries. Repeated attempts on the same card rarely change the answer and can create extra declines on the customer's side.
What should you say after a hard decline?
A hard decline will not change, so do not invite a retry on the same card. Ask the customer to use another card or another payment method. Offer a way to contact you if they need help.
Avoid wording that suggests the card is stolen or that the customer did something wrong. You usually cannot know the reason, and a neutral message protects the relationship.
Why should you not show the raw decline code?
A raw decline code is useful to you and to your payment provider, but it is not helpful to most customers. Detailed refusal reasons can also help someone who is testing stolen card numbers learn which attempts get closer to working. Show a short, friendly next step to the customer, and keep the code in your logs and reports.
Record the code with the order so your support team can answer a customer who writes in.
Frequently asked questions
What is a soft decline?
A soft decline is a temporary refusal, for example a hold or a limit that may clear. A retry later may work, so tell the customer they can try again later or use another payment method.
What is a hard decline?
A hard decline is a refusal that will not change, such as a card that is closed or reported lost. Retrying the same card will not help, so ask the customer for another card or another way to pay.
Should I show the customer the decline code?
No. The code is useful for you and your provider, but it rarely helps the customer and can help someone testing stolen cards. Show one clear next step and keep the code in your own records.
How many times should a customer retry a declined card?
There is no number that is right for everyone. Encourage a retry only after a soft decline, and suggest waiting or using another method rather than many quick attempts. Check your provider's guidance on retries.
Can I see decline codes in my reports?
That depends on your payment provider and how your reports are set up. Check your provider's documentation, and store the code with each order so your team can use it when helping customers.
Where to go next
EPaySe is a payment gateway in development for high-risk and regulated businesses, reviewed and approved case by case. If you have questions about your own setup, contact the EPaySe team.
This article is general information, not legal, tax or financial advice. Check with your own advisor before making decisions about your business.
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