Knowledge base | Dockwa

Why was a customer’s charge declined?

Declines can happen for a variety of reasons. When we submit a charge to your customer’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your customer’s spending habits, account balance, and card information like the expiration date and CVC.

Since these signals are constantly changing, a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a future charge can still be declined by a bank’s overzealous fraud systems, particularly if they have been making multiple reservations – the bank may put a temporary hold on the card and request the customer confirm the charges are legitimate.

Finding out more information about a specific decline

Unfortunately most declines are generic, so we don’t have much specific information as to why a charge was declined.

If all of the card information seems correct, it is best to have your customer contact his or her bank, inquire for more information, and ask for future charges to be accepted.

Decreasing the likelihood of declines

The correctness of the card number, the expiration data, and the CVC are the primary factors used by the customer’s bank when deciding whether or not to accept a transaction.