Status code GENERIC_DECLINE: Authorization error: ‘GENERIC_DECLINE’

  • Hello,

    We are facing the GENERIC_DECLINE error on some failed orders.
    Error:
    Square Payment Failed (Status code GENERIC_DECLINE: Authorization error: ‘GENERIC_DECLINE’

    Square log does not have any additional info:

    body: Array
    (
        [0] => Square\Models\Error Object
            (
                [category:Square\Models\Error:private] => PAYMENT_METHOD_ERROR
                [code:Square\Models\Error:private] => GENERIC_DECLINE
                [detail:Square\Models\Error:private] => Authorization error: 'GENERIC_DECLINE'
                [field:Square\Models\Error:private] => 
            )

    )
     CONTEXT: {"_legacy":true}
    2024-07-08T15:07:15+00:00 Notice Status code GENERIC_DECLINE: Authorization error: 'GENERIC_DECLINE'

    Here is the system report:

    https://paste.mozilla.org/4EgHTwKW

    This is not a single case and there about 30 cases per month, customers reported that they can not purchase products in our store. But they can use their cards on other sites.

    I’ve contacted with square support already but they didn’t even try to help, and just redirected to the plugin support.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @hector_ua,

    Thank you for reaching out and providing the details of the issue you’re facing.

    The “GENERIC_DECLINE” typically means that the customer’s bank is declining the charge. This could be due to insufficient funds, a security measure from the bank, or an issue with the customer’s payment method.

    To resolve this, you may ask your customers to contact their bank and confirm that they are not blocking the payments.

    Let us know how it goes and we look forward to hearing back from you.

    Thanks!

    Thread Starter Alexey Svidentsov

    (@hector_ua)

    @rajeshml Customers already contacted with bank and there no any of isses from their side.

    Also this card can be freely used in Square directly, but it was declined in WC. After three failures, our support processed the payment through Square virtual terminal and it worked first time with no issues.

    Hi @hector_ua

    Just curious, is debug mode enabled currently, perhaps? If so, it’d be useful to take a look at the logs.

    Moving forward, please make sure both the core WooCommerce plugin, and WooCommerce Square, are updated to their latest versions available. Then, contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter Alexey Svidentsov

    (@hector_ua)

    @anastas10s What logs data i need to pass here? I don’t want to share any sensetive data that can cause any security risks.

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @hector_ua, please share the logs from Square removing any sensitive information such as customer details.

    Additionally, you can use our secure service https://quickforget.com/ to share this information with us.

    Thanks!
    -OP

Viewing 5 replies - 1 through 5 (of 5 total)
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