Payment Declined

grant's Avatar


25 Feb, 2013 09:18 PM

Payment for the [email blocked] account was declined.

Could you help explain why? Thank you!


  1. Support Staff 1 Posted by Marc Guyer on 26 Feb, 2013 02:13 PM

    Marc Guyer's Avatar

    Hi Grant -- That's an odd one. It's a processor timeout that CG is interpreting as a decline instead of an error. CG retries errors fairly quickly and the customer is none the wiser. CG retries declines on your dunning schedule (2 days by default) and the customer is notified of the decline (if notification is configured). So, it's important that error vs. decline is correctly detected. We'll endeavor to fix this one - we haven't seen it before. This transaction will retry automatically tomorrow but you can manually retry it by clicking the "run invoice" link at the bottom of the outstanding invoice:

  2. 2 Posted by Grant on 26 Feb, 2013 05:57 PM

    Grant's Avatar


    I tried to re-run the invoice and it gave me an error.

    At this point I'm not sure if it was declined again today??

    Please, let me know what's up. Thank you sir.

    • G
  3. Support Staff 3 Posted by Marc Guyer on 26 Feb, 2013 07:24 PM

    Marc Guyer's Avatar

    Hi Grant -- I couldn't find another attempt on this account. Perhaps it was another one you tried? I went ahead and attempted the transaction for you and it was successful. Here's a link to that account again:

  4. Jess Pendley closed this discussion on 21 Nov, 2013 07:35 PM.

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