Billing Postcode Verification Issues

  • Resolved jrvanstone

    (@jrvanstone)


    2 years, 6 months ago

    Hey,

    A client of mine did a merchandise drop yesterday and overall everything went well, however I did notice a few ‘Failed’ orders which appear to be very intermittent. On each of these failed orders, the reason in the right panel (pink box) reads:

    “A payment of ￡XX.XX GBP failed. We couldn’t verify the postal code in the billing address. If the issue persists, suggest the customer to reach out to the card issuing bank.”

    I’ve gone through and checked these postcode and they are:

    – all UK based postcodes;
    – all appear to be valid (checked using RoyalMail)
    – in some cases were tried both with and without spaces in the middle (i.e WA13 9QL and WA139QL – not a real customer postcode for privacy reasons);

    Please can you help me to understand where this validation error is happening? There doesn’t appear to be a specific reason that I can see, either system or user error wise. There’s no errors in the logs and there are many other orders with UK postcodes that processed normally.

    Is it potentially because they were using a card which was registered to a different address? Am I able to disable to postcode verification or is the ‘really’ done at the bank’s side? Thanks in advance!

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  • Hello @jrvanstone ,

    If I understand correctly, you’ve found that some of the orders on your client’s website failed due to post-code verification, right?

    WooCommerce Payments is built in partnership with Stripe and we use Stripe’s Radar to validate each transaction. It is mandatory to match the billing address of the customer & the address on their card. The payment will fail if these two pieces of information are mismatched.

    Since this happened with only a few customers, I recommend verifying if they are using the exact same postcode that they’ve used on your cards.

    If you find that the postcodes are matching with the card details but payments are still failing please create a ticket so that we can take a look at the WooCommerce Payments account.

    Am I able to disable to postcode verification or is the ‘really’ done at the bank’s side?

    Depending on the situation & status of the account it might be possible to disable post-code verification. Please create a ticket so that we can also take a look at your account.

    Thank you ??

Viewing 1 replies (of 1 total)
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