International declined orders due to PSD2

Hey there, @sagescrub! Thanks for contacting us. I’m happy to help you.

This is happening also in our braintree paypal plugin, but more often with the credit card. Can we fix both in one shot or do I need to open a separate ticket for the braintree paypal plugin?

Do you mind clarify this for us?
Is this happening with other payment gateways besides Braintree or is it only with Braintree?

Can you also please share a screenshot of the order and the error message, please?
I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic. Please make sure to remove sensitive information from the screenshot before posting it.

Looking forward to your reply.

Have a wonderful day!

I’m having this exact same issue. Thought it might just be related to needing to update the plugin, so updated it, and it crashed the website w/ the same error these people are having:

https://www.ads-software.com/support/topic/plugin-update-3-1-5-issue-php-fatal-error-uncaught-error/

https://www.ads-software.com/support/topic/fatal-error-wc_braintree-not-found/

Think there’s several major issues w/ this plugin. Hope you can figure it out soon, because we may need to change payment processors.

• This reply was modified 6 months ago by pokerzion.

Hi @pokerzion

Sorry to hear that you are experiencing the same issue. Unfortunately, I didn’t manage to reproduce the mentioned issue locally.

However, to align with?forum best practices, please create a new topic so that we can address your issue(s) separately. You can create a new thread here.

Thanks for understanding!

Hi @carolm29 thank you very much for your help and looking into this issue!

To your question: This is only happening with Braintree. I am including screenshots of three international order notes. Please note they each have slightly different failure codes, but they are each triggered by the PSD2 issue.

https://snipboard.io/g91UTn.jpg
https://snipboard.io/72G4Iu.jpg
https://snipboard.io/z4M1JS.jpg

I look forward to your feedback.

Thank you!

Hey, @sagescrub!

Thank you for the clarification and the screenshots.

Can you please follow this guide to check more information on the orders and the error and share it with us (omitting any sensitive information)?

Can you also please share the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support, so we can take a look?

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29

Thank you so much! Is there a good email address I can send the declined orders list and status report to?

Hi @sagescrub

You can hide all the private information and share them here.

For screenshots, I recommend https://snipboard.io/ for easily sharing screenshots – please follow the instructions on the page, then paste the URL(s) in your reply.

And to share the system status report, you could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

Looking forward to hearing from you soon.

Thank you @shameemreza

I’ve included the data you requested below…

Declined transactions: (CSV format)
https://paste.mozilla.org/Br8XO6tJ

Status Report:
https://paste.mozilla.org/QaGff2k0

I look forward to your findings.

Hello sagescrub

Thank you for your reply and sharing more details.

I have reviewed the Declined transactions CSV file and it appears that all the declined transactions had a valid reason. Moreover, some US transactions have also been declined.

Just to verify, is there any successful international transaction in the Braintree account?
This information will help me understand the problem better.

As the next step, I suggest you contact Braintree support and ask for their opinion.
Their insights into this issue might prove helpful.

Looking forward to your response. ??

Best regards.

I guess I’ll start a new thread, but not sure why it matters. I’m having this exact same issue. I’ve used other payment processors, never had this many declines. ever… nothing even remotely close. They are seemingly increasing month by month. When I look at the reasons, they don’t make sense, and then the SAME exact info is entered by the custom again, and then they will work.

Something isn’t correct, and I’m not sure to move on from braintree or what. We’re not high volume, maybe 50k$/mo, and getting answers has been difficult.

Hello pokerzion

Thank you for your reply.

Our support policy suggests to new create a new topic because similar problems can be caused by different reasons. After all, all websites are created differently.

This practice also allows us to keep things organized and avoid mixing up suggestions from different sites.

I hope this clarifies why a new topic is a good idea. ??

Have a great day!

Hi @doublezed2

Thank you for your reply. I am sorry for including all the declined data in the report without pre-filtering out records that are not relevant. I am including a new report here with only one record for clarity.

https://paste.mozilla.org/cGibEASO

This record represents an international order that was definitely blocked due to PSD2. When we followed up with the customer they were able to contact their bank and unblock PSD2 status with our business. Then when they placed a subsequent order it went through fine.

The reason why I am contacting you directly instead of braintree is that I believe your plugin is designed to support PSD2. Is that correct or does it not support PSD2?

Can you please let me know, in order to support PSD2 does the UX need to present the customer with a way to verify PSD2 in order to complete the purchase?

We do not want these international customers to be denied, because the UX is horrible and many of them do not want to followup with us directly or make the effort to contact their bank.

I sincerely hope you can help!

Hi @sagescrub

I’d recommend taking a look at the forum threads linked below:

• On how to proceed on 3D secure
• Here also, along with the recommendation on enabling debug logging

Kindly send us the debug logs, once available, in order to investigate this further.

We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

Hello @anastas10s

Thank you for sharing this information. The links you shared only reference paypal for braintree. What about credit card payments with braintree. Do they also offer the 3D secure feature or is it something different with credit cards?

Hi @sagescrub

For further details on what is available with regard to Credit Cards via PayPal Braintree, feel free to peruse the Credit card settings section, in the official documentation (link here).

A few excerpts from there:

Detailed Decline Messages:?Display detailed messages to customers to provide reasoning for declines instead of a generic error message when possible.?Click here to read more about detailed decline messages.

Debug Mode:?Enable when you’re having issues processing transactions. You can choose to log API requests directly on the checkout page, save them to the?WooCommerce > Status > Logs?page, or both. As a best practice, please do not enable this setting unless you’re having issues with the plugin.

3D Secure:?Optionally enable different 3D secure verifications if enabled under your Braintree account.?Click here to read more about 3D secure.

I hope this is helpful! Please let us know if you have any further questions or concerns.
We will be happy to help you further.